Patient Access Representative

Patient Access Team Lead

The Patient Access Team Lead is responsible for serving as the subject matter expert in assisting both internal and external customers with account and payer specific related items. This position entails being analytical and having the ability to strategically recommend solutions to trending issues. The Patient Access Team Lead must possess the mindset to independently solve problems and lead the team.

Primary Responsibilities Include:

1. Coordinate and manage departments schedule and daily operations to ensure appropriate coverage in the absence of the supervisor/manager.
2. Serve as second level for problem resolution with internal and external customers to achieve optimal results.
3. Apply logic and critical thinking to identify solutions to complex problems, recognizes trends and escalates to management.
4. Oversee and/or monitor accounts to ensure accurate information is obtained by each Registrar and educate as needed.
5. Demonstrate advanced knowledge of Patient Access operations. Proficient in all systems used and serve as a SME (Subject Matter Expert) to assist associates in all Patient Access environments.
6. Proactively participates in activities that improve department operations and/or support to the department for quality improvements.
7. Actively participate and assist the supervisor/manager in the selection and retention of associates.
8. Serve as a role model. Encourage associate growth and development through mentorship and assist with orientation and training of new associates.
9. Effectively and positively handles internal and external communication including face-to-face interactions, telephone call, and e-mails.
10. Communicate department, staff, and equipment needs and concerns to supervisor/manager.
11. Demonstrate Lean concepts in daily activities and assist with implementation of department based performance improvement activities resulting in improved operations and patient care outcomes.
12. Ensure compliance with state and federal laws regarding all aspects of role.

Minimum Qualifications:

• Education: High School diploma or GED
• Licensure: None Required
• Certification: CPR Certification (*American Heart Association HeartSaver CPR/AED Certification)
• Work Experience: One year experience in the Patient Service Specialist role or 3-5 years of healthcare environment experience
• Knowledge/Skills/Abilities:
• Excellent communication/interpersonal skills and professional presence
• Working knowledge of Microsoft Office-Outlook, Word, Excel
• Ability to work autonomously with minimal supervision
• Ability to apply logic and common sense to identify issues related to work performed
• Strong analytical and critical thinking skills
• Ability to maintain composure in stressful work environment
• Ability to prioritize and organize to maximize quality, value, and service
• Ability to multitask and adapt to a potentially rapid changing environment or work process
• Excellent teamwork and collaboration skills
• Successfully completes all required training programs, in-services, and annual competency validation within designated time frames

Preferred Qualifications:

• Education: Bachelors degree
• Licensure: N/A
• Certification: N/A
• Work Experience: 2-3 years office supervisory experience
• Knowledge/Skills/Abilities:
• General knowledge of healthcare terminology
• Experience working in multiple computer systems simultaneously
• Strong organizational skills

Physical Requirements:

• Physically agile; may require walking, standing running, bending, stooping, kneeling, climbing or crouching frequently
• Medium work that may include lifting or moving objects up to 50 pounds of force occasionally, with or without assistance
• May require moving self in different positions to accomplish tasks in various environments including tight and confined spaces, including reaching out and above shoulders or over head
• May lift, turn, pull, push, or ambulate people and/or equipment with or without assistance up to 90% of the assigned shift
• May be exposed to inside and outside environments with varied temperatures, air quality, lighting and/or low to loud noise
• May require working with biohazards such as blood/body fluids and airborne particles following OSHA and CDC Guidelines.
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks
• Workspace may vary from open to confined.
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle

About Health First:

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.