Patient Access Representative-Lead

Patient Access Representative-Lead

Education & Experience Required:

• High school diploma/GED
• One (1) year experience of clinical admissions, patient registration, or patient scheduling

Certifications, Licenses Or Registration Required:

• N/A

Knowledge, Skills & Abilities:

• Advanced knowledge of patient throughput workflows and regulations
• Advance in revenue cycle healthcare systems
• Ability to maintain confidentiality
• Intellectual capacity to understand and analyze complex payer guidelines and proper patient access regulations
• Demonstrated analytical skills to discover root cause of errors and properly correct
• Good verbal and written communication skills
• Maintains professional standards
• Effective organizational skills
• Basic computer skills, including but not limited to proficiency in Microsoft Word and Excel, and basic data entry

Responsibilities

Provide coaching and training to the patient access team, fostering a patient-centered culture that promotes professional, empathetic, and efficient service delivery

Develop, coordinate, and deliver training programs for new and existing patient access staff to ensure proficiency in registration, insurance verification, and payment collection processes

Greet and assist patients, families, and visitors with professionalism, empathy, and a sense of urgency

Complete timely and accurate patient registration, including collection and verification of demographic, insurance, and financial information

Obtain necessary patient signatures on consent forms, privacy notices, and financial documents, ensuring compliance with hospital and legal requirements

Verify insurance eligibility and benefits using electronic tools or direct contact with payers, and update records accordingly

Determine and collect patient co-pays, deductibles, or deposits as appropriate; provide information about financial assistance programs when needed

Collaborate with clinical and security teams to prioritize patient intake based on acuity and maintain efficient patient flow

Accurately enter and maintain patient data in the electronic medical record (EMR) and registration systems, correcting duplicate records or errors as necessary

Respond promptly and courteously to patient and family inquiries, demonstrating sensitivity to diverse situations and emotional states

Stay informed on payer guidelines and hospital policies protocols to ensure compliance and accuracy

Support process improvements and train new staff; provide backup assistance to other Patient Access areas during high-volume periods

Collaborate with department leaders to identify training needs and implement strategies that enhance overall patient access operations and customer service quality

Performs any other assigned duties since the duties listed are general in nature and are examples of the duties and responsibilities performed and are not meant to be construed as exclusive or all-inclusive.

Physical and Environmental Demands

• Occasional exposure to unpleasant or disagreeable physical environment such as high noise level and exposure to heat and cold
• Occasional handling or working with potentially dangerous equipment
• Occasional working hours beyond regularly scheduled hours
• Occasional travelling to offsite locations
• No activities subject to significant volume changes of a seasonal/clinical nature
• Occasional work produced is subject to precise measures of quantity and quality
• Occasional bending
• Occasional lifting/carrying up to 10 pounds
• Occasional lifting/carrying up to 25 pounds
• Occasional lifting/carrying up to 50 pounds
• Occasional lifting/carrying up to 75 pounds
• Occasional lifting/carrying up to 100 pounds
• No lifting/carrying 100 pounds or more
• No climbing
• No crawling
• Occasional crouching/stooping
• Occasional driving
• Occasional kneeling
• Occasional pushing/pulling
• Frequent reaching
• Frequent sitting
• Frequent standing
• Occasional twisting
• Frequent walking

Pay

Hourly

Work Shift

Day