Team Leader

About the role

The Patient Access Team Lead position plays a key role in the health system and in providing excellent customer service while ensuring timely throughput and capturing all necessary data timely. The Patient Access Team Lead is responsible to greet all patients in a timely and friendly manner. A core function of this position is to ensure that all customers, external and internal, are treated with the highest level of respect. The Patient Access Team Lead is to provide a safe and secure environment for the patient during the registration process. The Patient Access Team Lead must clearly review and communicate all forms and obtain required signatures for services provided.

Responsibilities

• Ensures accuracy and thoroughness in collecting patient data, documentation of data, and utilizes available technology to complete registration.
• Participates in creating a positive environment for patient and colleague satisfaction.
• Serves as a working registrar with added responsibilities including training employees, analyzing Key Performance Indicators data, assisting with department schedules, and working closely with the Patient Access Supervisor to support department needs.
• Provides excellent customer service to patients, colleagues, and other external and internal customers.
• Interviews patients, family members, and other responsible parties to gather demographic and financial information for scheduling, pre-registration, and/or registration.
• Obtains and accurately documents all demographic information and insurance details, initiates verification via third-party clearinghouse, and completes verification of coverage.
• Ensures all required forms are provided, reviewed, properly explained, and signed by the patient or authorized representative.
• Informs patient of financial responsibility, collects appropriate payment, issues receipts, and completes daily reconciliation of cash collections.
• Provides back-up support to hospital cashier and completes cashier functions as assigned.
• Completes Medicare Questionnaire on all eligible patients.
• Reviews all work queues daily to update information, correct errors, and ensure account accuracy for billing.
• Places patients in appropriate beds and maintains accuracy of the bed board system by tracking assignments through the bed tracking system and ensuring timely patient movement within the hospital.
• Demonstrates proficiency in pre-admission, registration, and financial clearance processes.
• Meets and exceeds department goals including accuracy, point-of-service collections, and productivity.
• Verifies accuracy of patient demographic information to avoid duplicate medical records and follows procedures for duplicate assignments.
• Complies with organizational policies on Advance Directives and Patient Rights.
• Provides patients with all regulatory documents, obtains required signatures, and witnesses all patient signatures.
• Maintains department productivity by seeking additional duties when patient flow permits.
• Makes customer needs a priority and provides direct observation of customer service performed by others, reporting issues to supervisor/director.
• Demonstrates initiative and motivation; proactively identifies and resolves problems and escalates issues to leadership when necessary.
• Participates in training through development of training tools, presentations at department in-services or meetings, or training of registration staff outside the department.
• Serves as a leader in the department, working with management and team to identify issues and implement solutions for optimal operations.
• Ensures the team meets unit-specific point-of-service collection goals through education, procedures, and compliance monitoring.
• Participates in the interviewing process.
• Demonstrates advanced knowledge of registration computer systems, interfaces, and troubleshooting operational issues.
• Assists in patient throughput by monitoring wait times, delegating tasks, and timing team breaks/lunches to maintain customer service levels.
• Assumes on-call responsibilities for the Patient Access Department as necessary for efficient operations.
• Works closely and professionally with nursing and ancillary departments to foster a team environment.
• Takes initiative and is self-starting and self-directed to achieve goals.

Requirements

• High School Diploma required.
• Minimum of 5 years of Patient Access experience.
• CHAA or CRCR Certification preferred.
• Knowledge of all aspects of registration, non-federal and federal billing regulations, and state programs such as Charity Care.
• Proficiency in medical terminology and computer skills.