Lead Patient Support - PresNow Uptown

Lead Patient Support

Build Your Career. Make a Difference. We are seeking a skilled Lead Patient Support position. This position will be under the supervision of the Access Supervisor/Manager. This Lead Patient Access Specialist will maintain open communication with the Supervisor/Manager on issues, opportunities, and situations involving areas of Access Services. This position must respond and relate to the Supervisor/Manager and team as well as internal and external customers of Patient Access Services.

Type of Opportunity: Full time

Job Exempt: No

Job is based: PRESNow 24/7 Urgent and Emergency Care - Uptown

Work Shift: Varied Days and Hours (United States of America)

Responsibilities:

• Partner closely with supervisors to provide leadership coverage and presence to the registration staff on weekends.
• Ensure effective operations by organizing workload, scheduling of staff lunches and breaks, monitoring work ques to ensure work is completed.
• Order Supplies for the departments and make sure forms are stocked.
• Provides training and education to new staff.
• Cross training between all patient access departments, travels to other facilities in CDS to provide coverage.
• Participates in Quality Assurance reviews to ensure integrity of patient data information.
• Utilizes department and hospital policies and procedures to complete assigned tasks.
• Uses effective service recovery skills to solve problems or service breakdowns when the occur.
• Provides exceptional customer service to patients to establish a positive first impression.
• Covers open shifts when needed.
• EPIC subject matter expert to answer employee question.
• Works in high stress environment- emergency room
• Maintains work queues to ensure accounts are completed and removed from DNB.
• Communicates with leadership any issues on weekend.
• Assists leadership with initiatives around daily workflows.
• Runs huddles on weekends.
• Works with ER leadership and clinical departments to resolve any issues.
• Completes other duties assigned by manager.

Qualifications:

• High school or equivalent
• Two to three years of healthcare experience in ambulatory or hospital setting with significant provider interaction
• Familiarity with ICD10, CPT and Medical Terminology
• Two to three years of customer service application in any setting
• EMR/EHR experience preferred
• Must pass EPIC competency for Registration at completion of Epic Clerical Training class
• Requires general knowledge of the customer encounter process which may include scheduling, registration, contract requirements, financial guidelines, coordination of services and billing process in terms of what and how work is to be done as well as why it is done.
• Has demonstrated ability to train staff, understanding different training methods and is able to adjust training method to suit the learner.
• Strong communication skill set verbal and written.
• Demonstrated strong keyboarding skills, ensuring efficient data entry and documentation.
• Knowledge in Microsoft Office Products.
• Pass EPIC proficiency test required with a 85% score at completion of the Epic Training class
• Candidates must be at least 18 years of age at the time of hire

Presbyterian Healthcare Services