Patient Access Lead (Healthcare)

Position Summary
The Patient Access Lead serves as a role model/lead within the Patient Access areas of the Crystal Clinic Orthopaedic Center by performing the functions of the Patient Access Representatives while providing direction, education, and guidance to the team as needed. Depending on location, this position may serve as back-up to the Supervisor on a regular basis and address registration, scheduling, and/or workflow issues as directed by the Patient Access Leadership. The Patient Access Lead will assist Supervisor/Manager/ Director with departmental tasks such as special projects, data collection and tabulation of department reports. Travel between locations may be required.

Essential Job Functions/Accountabilities
Performs all functions of the Patient Access Representatives; Maintains confidentiality of sensitive information including, but not limited to, patient records, charts, hospital documents and employee information without exception, according to HIPAA guidelines.

Ensures department productivity and quality standards are met and provides feedback related to progress to Patient Access Supervisor / Director of Patient Access Services; Monitors productivity of team and ensures that work is being distributed equitably amongst the team (self-included) and makes recommendations to Patient Access Supervisor or Director of Patient Access Services. Mentors Representatives according to production and quality standards set by Patient Access Services and Crystal Clinic Orthopaedic Center; Arranges proper coverage within team to ensure optimal staffing in all areas in the event of an unexpected absence or PTO.

Serves as super-user for all Patient Access related systems and functions as they relate to the specific work area. Handles escalated, high priority issues in person or over the phone, as they arise, to ensure service recovery and maintain patient/provider satisfaction; Documents conversations and steps taken to resolve any issues to the Patient Access Leadership to determine additional / next steps.

Performs additional support and backup functions within the department, and provides cross-coverage as needed; Serves as backup timekeeper for Patient Access Supervisor as assigned.

Assists with documentation for performance reviews and / or corrective action and serves as witness / support to Patient Access Supervisor and Representative during performance reviews and / or corrective action discussions; Supervises day-to-day department workflow in the absence of management, reviews recommendations for resolution with Patient Access Supervisor, and reports and documents issues or concerns to Patient Access Leadership for further direction.

Participates in committees and projects as assigned.

Maintains up-to-date knowledge of computer systems, insurance / government regulations and Patient Access policies/ procedures used within CCOC.

All other duties not specifically assigned.

Position Requirements
Education: College degree or progress towards degree preferred.

Experience: Minimum of three (3) to five (5) years in patient registration, scheduling, or related healthcare experience preferred; prior computer experience (i.e. Microsoft Office suite, printers, copy machine, multi-line phone, FAX machine, etc.) required; experience using clinical computer systems preferred. Basic knowledge of medical terminology required. Demonstrated knowledge of third party payer, workers compensation, and insurance preauthorization/ referrals required and familiarity with operation of standard office equipment. Ability to train and cross coverage in other departments outside of Patient Access.

Technical Skills: N/A

Certifications/Licenses/Registrations: N/A