Patient Access Services, Team Lead - Communications (Switchboard & Bedboard)

Responsibilities

• Oversees and coordinates the flow of overall functions of the Patient Access Services Office.
• Operates telephone switchboards and consoles to connect, hold, transfer and disconnect telephone calls.
• Connects calls to the required extension, re-directs them to another number or places them in a waiting queue if the desired number is busy.
• Oversees bed board systems to maximize hospital occupancy and patient flow.
• Organizes, distributes and responds to all incoming emails to the department email box.
• Assists clinical and marketing teams for departmental promotions.
• Affords assistance to maintain departmental regulatory compliance.
• Works across departmental teams to maintain workflow efficiencies.
• Participates directly in revenue cycle initiatives as needed.
• Collects co-payment, deductible, and co-insurance amounts according to patient’s health insurance plan and contractual agreement.
• Supports merging patient charts from ancillary systems into the patients’ electronic Medical Record.
• Supports quality patient care while meeting health and safety standards.
• Verifies insurance eligibility of all insured patients and financially investigates self-pay patients.
• Organizes, maintains, and tracks authorizations for all patients and visits.
• Collaborates with other departments to ensure the needs of the patient and department are met.
• Reports/attends departmental monthly meetings and provides updates on departmental initiatives, goals, and statistics.
• Creates and prepares unique and recurring reports or projects as needed and assigned while keeping Patient Access leadership properly informed including daily point-of-service collections and revenue cycle initiatives.
• Collaborates with Patient Access leadership on performance expectations, regulatory and accreditation mandates.
• Works closely with Patient Access training team to ensure all new hires have necessary access to hospital systems.
• Tracks and manages single case rate agreements to maximize reimbursement.
• Stays abreast of changing third party payer criteria to aid in revenue capture as it relates to the hospital financial policy.
• Maintains current knowledge base regarding insurance information and managed care guidelines; maintains knowledge base of designated networks based upon managed care contracts.
• Collaborates with Patient Access leadership to ensure appropriate staffing levels are met based on operational needs, handles/arranges coverage as needed, and can be required to accommodate all shifts and locations across the department.
• Develops and maintains positive customer service with all patients, colleagues, visitors, and vendors by exercising utmost diplomacy and tact.
• Collaborates with other departments to ensure the needs of the patient are met.
• Manages RQA reports by resolving errors and producing corrected accounts.
• Abides by documentation guidelines consistently.
• Adheres to all company and department policies and procedures in confidentiality, regulatory and contractual mandates and HR policy.
• Maintains current knowledge base regarding insurance information and managed care guidelines; maintains knowledge base of designated networks based upon managed care contracts.
• Collaborates with Patient Access leadership to ensure appropriate staffing levels are met based on operational needs, handles/arranges coverage as needed, and can be required to accommodate all shifts and locations across the department.

Qualifications

• Associate’s degree required.
• Five (5) years’ experience in Healthcare/Revenue Cycle/Business Office required.
• Three (3) years; experience in staff supervision/leadership required.
• Two (2) years Patient Access experience required.
• One (1) year switchboard/bedboard experience required.
• Customer service and support skills required.
• Strong communication, interpersonal, and multitasking skills required.
• CPT, ICD-10, and medical terminology experience required.
• Must possess quantitative analytical skills and computer savviness including Microsoft Office, Word, Excel, and PowerPoint, including knowledge of external provider web portals.
• Demonstrates exceptional attention to detail and accuracy in all tasks, ensuring high-quality results and minimizing errors.
• Must be able to multitask in a high stress fast-paced environment.
• Capable of working independently with minimal supervision, demonstrating strong self-motivation and initiative with strong time management skills to meet deadlines.
• Possesses comprehensive knowledge to help in assisting patients in understanding medical insurance benefits.