Access Team Lead Full Time Days

Access Team Lead Full Time. Days: 6am–2:30pm. Description The Access Team Lead reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines, and all other regulatory and accreditation standards. Responsibilities Consistently practice the Patients First philosophy and adhere to high standards of customer service. Set an example for peers by fostering a team atmosphere, responding to questions and concerns. Forward, direct, and notify the Team Lead or Operations Coordinator of extraordinary issues as necessary. Maintain patient confidentiality per HIPAA regulations. Specific Responsibilities Provide exceptional customer service to consumers, establish a positive first impression of Northwestern Medicine. Exceed all consumer requests and alert management of issues or concerns for escalation. Correctly identify and collect patient demographic information in accordance with organization standards. Interact with various hospital departments and physicians’ offices to effectively schedule and direct patients through the NMHC systems in a patient/customer friendly manner. Reach out to patients to schedule an appointment as defined. Perform medical necessity checks as necessary for scheduled services, communicate options to patient if appointment fails. Facilitate pre‑authorization of diagnostic exams between referring physicians and insurance carriers using online tools, work lists, and direct phone calls as necessary. Inform patients of any issues with securing the financial account for their encounter. Complete out‑of‑pocket estimations as requested by patients. Provide training and education as needed. Manage work schedule efficiently, completing tasks and assignments on time. Complete other duties assigned by manager. Cross‑train between various departments to ensure coverage. Participate in Quality Assurance reviews to ensure integrity of patient data information. Use effective service recovery skills to solve problems or service breakdowns when they occur. Utilize department and hospital policies and procedures to complete assigned tasks. Communication and Collaboration Communicate information to the patient regarding questions about physician referrals, insurance referrals and consultations. Collect authorization numbers in appropriate systems as applicable. Provide a professional and constructive environment for communication across units/departments and resolve operational issues. May attend intra/interdepartmental meetings involving walking within NM Campus. Communicate customer satisfaction issues to appropriate individuals. Demonstrate teamwork by helping co‑workers within and across departments. Communicate effectively with others, respect diverse opinions and styles, and acknowledge the assistance and contributions of others. Interact with internal customers to provide excellent support service to staff in departments that provide direct patient care. Technology Utilize multiple online order retrieval systems to verify or print the patient’s order. Verify insurance eligibility and benefit levels through online tools (NDAS, ASF, etc.) or over the phone as necessary. Complete accurate handoff instructions and notes to scheduling staff, noting appropriately in Epic. Demonstrate ability to use all computer applications efficiently and to the capacity needed in this position. Efficiency, Process Improvement, and Business Growth Be proactive in preventing issues with patient visit by double checking type of test, preps required, assuring no conflict with other tests, verifying time and location, communicating relevant information and documenting order retrieval in notes for check‑in person. Understand minimum data set required for a complete registration, collect and verify critical data and update that information into registration system. Understand departmental and individual quality metrics. Proactively analyze account activity, identify problems, and initiate appropriate actions/resolutions. Evaluate procedures and suggest improvements to enhance customer service and operational efficiency. Participate in departmental quality improvement activities. Provide ideas and suggestions for process improvements within the department. Monitor registration and scheduling, including insurance verification to ensure processing within prescribed quality standards. Adjust processes as needed to meet standards. Use organizational and unit/department resources efficiently. Act as a training resource for new staff and a resource for coworkers, sharing process and workflow information. Leadership Responsibilities Assist Operations Coordinator with staff training and development, as well as onboarding new staff. Ensure staff understanding and compliance of NM policies, procedures and expectations and assist in communicating any changes when applicable. Identify potential problems and notify the Operations Coordinator and Manager. Coordinate advanced troubleshooting to staff when issues or questions arise. Serve as first line of assistance to staff. Investigate and resolve patient, technical and workflow problems related to their area of responsibility or escalates to Operations Coordinator/Manager for assistance. Help coordinate and supervise section staffing to ensure sufficient staff to cover all aspects of service alongside Operations Coordinator. Work proactively with Operations Coordinator to adjust daily staff work assignments due to sick leave or increased patient volume. Monitor queues to make real‑time adjustments as necessary. Assure that all computer systems and technology are consistently working properly. Coordinate the maintenance and repair activities as related to equipment and facilities. Escalate issues when needed. Identify and communicate key issues and trends to Operations Coordinators. Assess and communicate staff development needs to Operations Coordinator to support periodic individual evaluations of staff. Develop, coordinate, present and participate in staff education and training programs including new system deployment and go‑live support. Provide material and help develop agendas for routine staff meetings. Maintain customer service objectives. Assume delegated responsibilities in the absence of the Operations Coordinator. Assist Operations Coordinator/Manager with responsibilities that include interviewing, hiring, training, progressive discipline, dismissals, performance appraisals, and employee relations. Assist Operations Coordinator/Manager on the development and implementation of policies and procedures as needed to support Service Center functions. Ensure staff has access to necessary policies, procedures, training and other resources necessary to complete their responsibilities, and that policies and procedures are updated as necessary. Work with Operations Coordinator/Manager on enforcing productivity and quality standards; conducting regular audits of staff performance, with documented feedback; monitoring agent performance including service level, calls answered, contact quality, errors, attendance. Perform other duties as assigned. Qualifications Required Minimum of two years experience in customer service or patient relations. Excellent interpersonal and verbal communication skills. Excellent problem‑solving skills. Received favorable annual performance reviews if internal applicant in the past one to two years. Ability to read and communicate effectively in English. Basic computer skills. Ability to type 40 wpm. Excellent verbal and written communication skills. Ability to multi‑task. Customer service oriented. Excellent organizational, time management, analytical, and problem‑solving skills. Preferred Bachelor’s degree. Healthcare Finance and/or Healthcare Insurance Knowledge. Experience in a healthcare setting, especially patient scheduling and/or registration. Coding certification. Certified Healthcare Associate Designation (NAHAM). Two‑four years of progressive experience in a revenue cycle setting. Financial aptitude, business orientation or experience/knowledge of hospital‑based patient management/patient accounting systems. Knowledge of medical terminology. Epic experience. Equal Opportunity Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status. Benefits We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well‑being while providing protection for unexpected life events. Sign‑on Bonus Eligibility Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign‑on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family. #J-18808-Ljbffr Northwestern Medicine