Description

Job Summary

Responsible for monitoring the daily tasks of the patient access team, managing patient wait times, reviewing productivity reports & analysis, and providing additional support to the department and leaders. Acts as the team lead by serving as subject matter expert and assisting staff in resolving issues and handling higher level or more complex work.

Job Specific Duties

• Performs daily registration functions such as outpatient registration, admissions registration, front desk coverage, account activations and any other registration tasks. 
• Understands the data set required for a complete registration, collects and verifies critical data and updates that information into registration system.
• Serves as the subject matter expert and first point of escalation for the patient access team. Assists team in resolving issues. 
• Handles escalated cases requiring advanced understanding. 
• Manages the wait times of patients and looks for ways to minimize delays and implements changes necessary.
• Assists Patient Access Supervisor with staff training and development, as well as on-boarding new staff.
• Works with Patient Access leaders on enforcing productivity and quality standards by conducting regular audits of staff performance with documented feedback, and monitoring agent performance including service level, calls answered, contact quality, errors, attendance. 
• Disseminates new processes and steps to staff on an ongoing basis to ensure up to date workflow.
• Collaborates with leaders and others to improve efficiencies and achieve overall goals of the department. 
• Maintains productivity in line with department standards and communicates any issues to leader for additional action if needed. 
• Provides professional communication across units/departments and resolves operational issues.
• Identifies potential issues and notifies the Patient Access Supervisor and Manager. 
• Helps coordinate and supervise section staffing to ensure sufficient staff to cover all aspects of service alongside Patient Access Supervisor.
• Develops, coordinates, presents, and participates in staff education and training programs including new system deployment and go-live support. 
• Assumes delegated responsibilities in the absence of the Patient Access Supervisor. 

Qualifications

Minimum Job Requirements

• Associate's degree in related field and 1 year of healthcare experience (OR) 3 years of related healthcare experience (physician office, patient financial, patient registration, insurance authorization, guest relation, etc.)
• Prior experience working with medical terminology and financial payers
• Experience in dealing effectively with people in stressful situations

Knowledge, Skills, and Abilities

• Ability to exercise independent judgment within scope of authority while being comfortable working in a team-oriented environment
• Proficient computer skills including basic proficiency in Microsoft Office products (Word, Excel, and Outlook)
• Ability to multitask and handle multiple projects with similar timelines
• Ability to relate cooperatively and constructively with service providers and peers
• Ability to learn appropriate software application(s)
• Able to maintain confidentiality of sensitive information
• Strong organizational skills
• Ability to comprehend, analyze, and prioritize as needed
  

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