Lead Patient Access Advocate

About the Role

Intuitive Health, in partnership with MUSC Health, is seeking a Lead Patient Access Advocate to lead a wide range of duties in support of Patient Access Team efficiencies. This role drives team performance accountability, leads daily operations, and collaborates on process and operational excellence. The position provides feedback on registration processes and staffing issues to leadership, assists the team to ensure compliance with policies, and helps with staffing, report reconciliation, and other assigned duties.

Responsibilities

• Drive Patient Access Metrics (Callbacks, Bedside, NPS, RQA, etc.)
• Maintain an appropriate Patient Access environment that is friendly and respectful
• Expertise knowledge of and ability to perform Patient Access duties: verifying benefits, checking patients in and out, and collecting copayments, coinsurance, deductibles
• Create and maintain the Patient Access Schedule for assigned location
• Cover voids or when coverage is not located
• Train and mentor new Patient Access staff
• Assist leader in interviewing candidates
• Prepare appropriate access for new hires
• Complete first 90-day review for new hires
• Implement Patient Access Policies and Procedures with input from Leadership
• Daily Reconciliation of Cash intake, Credit Card Receipts, Patient Petty Cash, and Bank Deposits
• Daily Reconciliation of ED Acknowledgment Forms
• Conduct Quarterly Patient Access Staff Meetings
• Assigned to work all Downtimes
• Maintain Downtime Binder
• Reconcile and backload all patient info
• Ensure staff is trained in this process
• Provide patients and their families with a customer-focused, friendly, reassuring, and open environment that encourages patients to return
• Assist in resolving patient concerns
• Address and attempt to appropriately resolve complaints in the moment by using key words at key times and de-escalation techniques
• Manage conflict and appropriately request the help of a leader when needed
• Coordinate workflow processes with the hospital partner as needed
• Follow all HIPAA policies and procedures
• Follow and enforce all company policies

Qualifications

• High School Diploma or GED required
• 2-4-year college degree in Business, Accounting, Medical Administration or related area preferred
• Minimum of 2 years' experience in a medical office setting
• Minimum of 2 years' experience in a supervisory or lead role preferred
• Familiar with health insurance and the insurance verification process
• Patient Registration/Medical record system experience needed
• Must be computer literate (Word, Excel, Outlook)
• Ability to perform multiple tasks simultaneously, and to prioritize multiple demands effectively
• Exceptional communication skills and customer service is required
• Solid work history
• Be flexible with hours, as staffing of 24/7 units may require flexibility
• Ensure that patient records are accurate and complete
• Assist the leader in ensuring all personnel department policies and procedures are followed

Skills & Abilities

• Consistently maintain a pleasant, professional demeanor and make patients and employees always feel welcome
• Ability to multitask
• Model patient experience expectations and ensure team is adhering to the patient experience expectations
• Ability to manage conflict and de-escalation techniques

Working Conditions & Physical Requirements

• This position includes standing, walking, use of hands, reaching, sitting, talking, and listening
• May require lifting up to 10 pounds
• No special vision requirements
• Requires working near moving mechanical parts
• Exposure to moderate noise, such as business printers and computers
• Incumbent will be scheduled based on operational need (rotate shifts, standby, AA, on-call)