Patient Access Lead

Hours: 40 hours per week; Thursday through Monday from 11:00 AM to 7:30 PM. Candidate needs to be flexible with working hours depending on staffing.

Location: Onsite at both Lowell General Main and Saints Campus. Candidate must be willing to work at both locations.

Requirements: 3 weeks of full time training is required during the day shift.

Job Profile Summary

This role focuses on activities related to revenue cycle operations such as billing, collections, and payment processing. In addition, this role focuses on performing the following Patient Access duties: Performs the administrative and financial-clearance duties necessary to facilitate the procurement of clinical services by patients. Collects patient's necessary demographic and financial information from physician offices, acute-care entities, or the patients themselves, schedules services for patients, and handles referrals from primary care doctors to ensure patients are scheduled for recommended appointments/procedures, etc. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a "hands on" environment. The majority of time is spent in the delivery of support services or activities, typically under supervision. A specialist level role that requires very advanced knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education. Works under limited supervision for non-routine situations and may be responsible for leading daily operations, and trains, delegates and reviews the work of lower level employees, and problems are typically difficult and non-routine but not complex.

Job Overview

This position performs services in designated Patient Access areas according to the policies, procedures, philosophy, and objectives of the department and hospital. Works cooperatively within the department and with other departments in the hospital to create a system of quality health care. Provides oversight, leadership, and support to other staff within the department.

Job Description

Minimum Qualifications:

1. High school diploma or equivalent

2. Three (3) years of relevant experience in patient registration or insurance

Preferred Qualifications:

1. Bachelor's degree

2. Bilingual

3. Certified Healthcare Access Associate (CHAA) certification.

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Works with the supervisor and the manager, the Lead facilitates the Training and Development program for staff members, and assists Patient Access leadership in interviewing, evaluating, training, educating, and daily supervision.

2. In the absence of the manager or supervisor, the Lead supervises the daily operations of the area of responsibility on all shifts as directed by the Patient Access Manager.

3. Responsible for assuring that standard process discipline is adhered to. Assures that high performance work team is developed through coaching, mentoring and daily shift briefings.

4. Evaluates and applies industry standards of Patient Access while continually monitoring and evaluating opportunities for enhancements of work flow.

5. Directs all activities pertaining to operations and customer service support, developing policy and procedures, overseeing employment, training, utilization and evaluation staff.

6. Collaborates with clinical departments, referring providers, and patients to facilitate ease of access to services provided by the organization.

7. Maintains effective professional relationships with other department leadership as appropriate to instruct, share ideas, and implement actions related to the patient access functions.

8. Communicates with all types of people at all levels.

9. Maintains and keeps current with knowledge of patient admitting, registration, and billing and collection and scheduling processes based on current industry best practices.

10. Establishes goals and objectives, identifies performance improvement actions, and ensures adherence and compliance to standards of Complete, Connected, Care, directives, regulatory requirements and other guidance that mandates requirements governing such processes.

11. Works to ensure that financial performance objectives are achieved that are related to revenue cycle initiatives.

Physical Requirements:

1. Frequent sitting, occasional standing or working, and lifting of 10-15 points.

2. May be exposed to dust and other typical office-like discomforts.

3. Manual dexterity using fine hand manipulations for computer keyboard operation.

4. Requires ability to see computer screen and read reports.

5. Requires ability to hear instructions from physicians and other clinical or nursing staff.

Skills & Abilities:

1. Computer literacy required including familiarity with word processing programs and electronic spreadsheets and facility in learning new applications. Ability to perform accurate data entry.

2. Strong customer service skills including excellent interpersonal and telephone skills.

3. High degree of tact is necessary due to frequent interaction with patients, physicians, and insurance companies.

4. Experience using computer-based, patient registration systems.

4. Thorough understanding of private insurance, Medicare, and Medicaid programs.

5. Knowledge of medical terminology.

6. Excellent organizational skills required with attention to detail. Ability to prioritize work and be flexible with work assignments.