Patient Access Lead - EVENING 3P-11:30P

Job Summary

Provides day-to-day support to Patient Access Representatives. Acts as a subject matter and technical expert. Ensures that staff offer a positive patient experience to patients and families. Demonstrates effective communication and customer service skills when interacting with staff, patients, families, and leadership.

JOB Description

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson
• Ensures timely, efficient, and accurate registration processes are followed by staff
• Excels in all functions performed by staff
• Keeps current on insurance tip sheets and workflow updates
• Ensures regulatory and compliance requirements are met; complies with departmental and institutional protocols
• Distributes work assignments, daily QA's a sample of registrations to ensure overall accuracy, provides feedback on deficiencies
• Coaches and tracks for performance improvement, daily
• Backfills for staff during meal breaks. Covers scheduled PTO /ETO or unscheduled absences, as needed
• Demonstrates a professional demeanor with patients, families, coworkers, clinical and leadership by consistently fostering a positive interaction in the department
• Trains all new hires to accurately record orders, demographic and insurance information including authorizations, referrals, medical necessity. Provides real-time coaching and feedback to staff on any workflow changes or quality errors
• Achieves individual and team performance metrics
• Interacts with a diverse patient base while ensuring door to doctor time is maintained according to departmental standard wait times
• Rotates assignment to all points of service within Patient Access (Outpatient Registration and Emergency Department)

Knowledge and Skills

• Knowledge of patient registration, third-party insurance coverage including manage care plans, benefits, authorizations/referrals and coverage requirements
• Proficient with Computer and Microsoft Office skills and familiar with healthcare EHR applications i.e. EPIC, Cerner
• Demonstrates the ability to provide feedback and coaching
• Strong verbal and written communication and customer service skills

Minimum Education and Experience Requirements

• Required High School Diploma or GED AND 3 years of patient registration experience
• Previous experience working in a physician’s office or hospital registration setting strongly preferred
• HFMA Certifications preferred