Patient Access Rep Lead

Missouri Baptist location. This is a Lead role; Patient Access Rep experience is preferred.

About the role

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.

BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit, including $410.6 million in charity care and other financial assistance to ensure medical care regardless of ability to pay. Additional community benefits include research, emergency preparedness, regional health care safety net services, health literacy, community outreach, community health programs and regional economic development.

BJC’s patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children’s Hospital with the renowned Washington University School of Medicine.

Responsibilities

• Communicates in a professional, positive and patient-focused manner whether in-person or by phone.
• Takes initiative to identify and report system-related issues; may work in partnership with vendor and BJC I.T. resources to investigate, resolve and monitor corrections.
• Excels in multiple computer systems; cross-trained in all aspects of pre-arrival services and able to provide training and auditing on each process.
• Completes training documentation, feedback and supports Supervisor(s) in staff development.
• Proficient in registration, authorization securement and other pre-arrival workflows; experienced in use of multiple BJC computer systems.
• Demonstrates ability to understand and comply with Medicare Secondary Payer, HIPAA privacy standards, Patient Bill of Rights and Responsibilities, Advance Directives, Consent to Treat, EMTALA, and JCAHO requirements.
• Ensures updates regarding changes to operational procedures are communicated to the staff.
• Performs visual quality audits and reports results to leadership; may participate in the development of departmental staffing and have direct responsibility for adhering to those goals.
• Provides coaching and re-education to staff when trends or competency issues are identified.
• Performs service recovery; supports investigation and resolution of operational issues as required.
• Able to provide consistent, excellent customer service in a variety of situations; mentors staff in handling various situations that may arise.
• Serves as a subject matter expert in all areas of patient access.
• Rounds various registration areas throughout their assigned HSO to observe registrars for mentoring opportunities.
• Runs and reviews reports to determine accuracy and timeliness of registrations and provides additional education where required.
• Trains staff on how to collect point-of-service payments.
• Identifies trends in patient outcomes related to audits, reporting and compliance.
• Adjusts staffing as needed based on volume expectations; serves as first-line resource to staff for any questions or concerns.
• Ensures the productivity and actions of the group meet/support the overall operational goals of the department as established by department leadership.
• Determines staffing needs; reviews staff hours worked vs. scheduled hours and determines appropriate disposition if variation exists.
• Responsible for a call rotation on weekends and holidays.
• Supports all aspects of the Point of Service Collections process for all BJC hospitals, from individual estimate generation to educational support for Patient Access staff.
• Manages the price estimation request line, serving as the first point of contact for potential patients, representing BJC with high standards of customer service and compassion.
• Ensures the most accurate insurance plan and financial liability amount is populated in the patient record.
• Coordinates and implements projects and special assignments that support Patient Access processes and initiatives.
• Develops innovative processes within Patient Access to support staff efficiency.
• Facilitates all components of the Patient Access Rep's pre-boarding and onboarding at BJC; serves as a formal mentor to PAR I & II.
• Performs the duties of a PAR I & II in addition to lead responsibilities.

Requirements

• High School Diploma or GED.
• 2-5 years of experience.

Preferred Qualifications

• Associate's Degree.
• Certified Healthcare Access Associate (CHAA) certification.
• Patient Access Rep experience.

Schedule

10:30 AM – 7:00 PM with rotating on-call weeks.

Benefits

• Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date.
• Disability insurance paid for by BJC.
• Annual 4% BJC Automatic Retirement Contribution.
• 401(k) plan with BJC match.
• Tuition Assistance available on first day.
• Health Care and Dependent Care Flexible Spending Accounts.
• Paid Time Off benefit combining vacation, sick days, holidays, and personal time.
• Adoption assistance.