Patient Access Workleader

Responsibilities:

• Identifies and utilizes appropriate reports to contact insurance payers for resolution of accounts with registration issues with a minimal need to escalate issues internally.
• Assists with and resolves patient inquires or complaints.
• Recommends and provides input to execute Patient Access programs in accordance with changes in insurance regulations and data obtained from various departments and physician in regards to issues including registration.
• Assists the site manager /supervisor with the daily operational activities of patient access.
• Rotates in the on call coverage as well as covers call offs within the department.
• Participates on committees in an engaging manner as a subject matter expert on processes within the department.
• Cross trained to independently staff all areas of Patient Access at any facility, including but not limited to Front Desk, Admitting Office, ER registration and Cashier.
• Recommends and facilitates exceptional Patients First communication for each patient encounter during their registration.
• Identifies patient registration issues and resolves or initiates necessary follow up.
• Implements service recovery efforts as appropriate.
• Responsible for staff training, involved in performance evaluations by means of feedback and completes special projects and assignments which would not be given to front line staff.
• In addition responsible for operational tasks which include staff schedules, working reports, performing compliance and denial audits, working reports, handling call offs, allocating work/resources and time and attendance entries.
• Assists in the development and implementation of new processes.
• Functions as a Super User.
• Assists in the completion of departmental audits, reports, and QA.
• Handles coaching based on compliance metrics and also oversees cashiering duties as necessary.
• Provided registration and cash collection access in Epic.
• Other duties as assigned.

Education:

• High school diploma or equivalent.

Certifications:

• None required.

Complexity of Work:

• Basic PC software application knowledge and ability to use multiple data systems required.
• Demonstrated knowledge of medical terminology sufficient to understand physician orders or completion of course within 1 year.
• Must be detail oriented. Excellent communication, organizational and interpersonal skills required.
• Must be able to multi-task and maintain composure in difficult situations in a fast paced environment.
• Demonstrates a positive and professional approach and communicates effectively with customers and team members.

Work Experience:

• Minimum of 4 years of experience in a customer facing role with in person or phone contact; or previous work leader experience with demonstrated competence in personnel management.
• An Associates degree may substitute for up to one year of the stated experience.
• A Bachelors degree my substitute for up to two years of the stated experience.

Physical Requirements:

• Ability to communicate and exchange accurate information. 
• Ability to perform work in a stationary position for extended periods.  
• Ability to work with physical records or operate a computer or other office equipment.  
• In some locations, ability to travel throughout the hospital system.  
• In some locations ability to move up to 25 lbs.

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.