Patient Access Lead- Full Time

Position: Patient Access Team Lead

Reports To: Patient Financial Services Supervisor (PFSS)

Schedule: Full-Time Days; provides coverage on all other shifts as needed.

Position Location/Department: Patient Access/Registration

Job Summary: The Patient Access Specialist is a vital part of the hospital; they are the “first impression” of the health system. This person will greet patients by phone or in person with kindness and respect; by scheduling appropriately they will optimize both patient satisfaction and provider time. Great customer service is a MUST for this position. This candidate will be trained on all shifts and in two locations of the hospital where patient access is located. Must have full understanding of HIPAA.

Essential Duties and Responsibilities:

• Answering multi-line phones.
• Register new patients and update necessary records.
• Treat all patients and associates with respect, dignity, and provide professional service to them in a timely, polite and considerate manner.
• Distribute forms and paperwork to patients and ensure required fields are completed appropriately.
• Maintain confidentiality of all patient records and remain in compliance with HIPAA requirements.
• Verify insurance coverage and benefits and collect payments.
• Complete daily collection report, audit amount collected by staff and turn into accounting.
• Overseeing inpatient authorizations and compliance documents.
• Responsible for training and assisting Patient Access staff.
• Participate in interviewing applicants for department postings.
• Assist with scheduling, staffing coverage, PTO, and timecard monitoring/approval.
• Responsible for after-hours phone calls from staff, with an alternating schedule with the PFSS.
• Provide coverage and assistance with PFSS duties, including patient phone calls, Patient Liability Estimate/Good Faith Estimate, patient payment plan and other immediate needs.
• Cover staff shortage shifts as needed.
• Continuously monitoring MSP questionnaire completion on a daily, weekly, monthly, quarterly and annual basis.
• Review of Patient Access Representative accounts for patient and delinquent balances.
• Assist with staff questions, education, and daily department needs
• Participate in quality improvement projects and attend training and meetings as required.
• Maintains awareness of current quality and safety measures on the unit and follows guidelines or reporting measures to ensure safety of patients, visitors, and staff.
• Knowledge and skills in quality improvement and research methodologies.
• Assist with running weekly reports for the organization related to the Patient Access Department.
• Assist patients with Medicaid applications and/or renewals and other insurance/self-pay questions by phone or in person.
• Performs other related duties as assigned.

Education, Experience and Other Requirements:

• High School Diploma or equivalent
• Positive attitude, compassionate, and friendly disposition
• Excellent communication skills both verbal and written
• Customer Service experience preferred 2 years or more
• Experience interviewing and training new staff
• Experience composing and updating Standards of Work (SOW) policies and procedures
• Ability to learn and become a super user of EHR and claim systems with the ability to train others to be proficient users
• Working knowledge of medical terminology, insurance policy coverage verification processes, collection of patient payments, and the ability to explain account balance due to patients
• Must be flexible, dependable and have excellent computer skills (Excel, Word, Outlook, Skype, Adobe)
• Ability to multitask
• Typing skill with a minimum of 90% accuracy and at least 50 words per minute. Testing may be performed