Lead Patient Access Representative

Job Title

This role has a variety of responsibilities including supporting all aspects of the Point of Service Collections process for Boone Health, from individual estimate generation to educational support for Patient Access staff. Managing the price estimation request line, this position may be the first point of contact for potential patients and must represent Boone Health with the highest standard of customer service, compassion & perform all duties in a manner consistent with our mission, vision, values and Boone Health service standards. This role ensures the most accurate insurance plan & financial liability amount is populated in the patient record. It coordinates and implements projects and special assignments that support Patient Access processes & initiatives. Responsible for the development of innovative processes within PA to support staff working smarter not harder. The Patient Access Lead must possess exceptional attention to detail & critical thinking skills.

The Patient Access Lead will facilitate all components of the Patient Access Rep's pre-boarding and onboarding at Boone Health. In addition to performing the duties of a PAR I & II, this position serves as a formal mentor to PAR I & II. Working independent of direct supervision, the lead will coordinate the work of others.

Job Responsibilities:

• Communicates in a professional, positive and patient-focused manner whether in-person or by phone. Takes initiative to identify and report system related issues. May work in partnership with vendor and Boone Health I.T. resources to investigate, resolve and monitor corrections. Excels in multiple computer systems. Cross-trained in all aspects of pre-arrival services and able to provide training and auditing on each process. Complete training documentation, feedback and supports Supervisor(s) in staff development.
• Proficient in registration, authorization securement and other pre-arrival workflows. Experienced in use of multiple Boone Health computer systems. Demonstrates ability to understand and comply with Medicare Secondary Payer, HIPAA privacy standards, Patient Bill of Rights and Responsibilities, Advance Directives, Consent to Treat, EMTALA, and JCAHO requirements. Ensures updates regarding changes to operational procedures are communicated to the staff. Performs visual quality audits and reports results to leadership. May participate in the development of departmental staffing and have direct responsibility for adhering to those goals. Provide coaching and re-education to staff when trends or competency issues are identified.
• Performs service recovery; support investigation and resolution of operational issues as required. Able to provide consistent, excellent customer service in a variety of situations. Mentor staff in the most appropriate ways to handle various situations that may arise.
• Serves as a subject matter expert in all areas of patient access. Round various registration areas throughout Boone Health to observe registrars for mentoring opportunities. Run and review reports to determine accuracy and timeliness of registrations and then provide additional education where required. Train staff, where necessary, on how to collect point of service payments. Seek to identify trends in patient outcomes related to audits, reporting and compliance.
• Adjust staffing as needed based on volume expectations. Serve as first line resource to staff for any questions or concerns. Ensures that the productivity and actions of the group meet/support the overall operational goals of the department as established by department leadership. Determine staffing needs. Review staff hours worked vs scheduled hours and determine appropriate disposition if variation exists. Responsible for a call rotation on weekends and Holidays.
• Boone Health has determined this is a safety-sensitive position. The ability to work in a constant state of alertness and in a safe manner is an essential function of this job.
• Performs Other Responsibilities as Assigned.

Minimum Qualifications:

• Degrees: High School Diploma or GED
• Experience: 2-5 years
• Supervisor Experience: Non-Required
• Licenses & Certifications: None Required

Preferred Qualifications:

• Degrees: Associate's Degree
• Licenses & Certifications: CHAA

Work Shift

Day Shift (United States of America)

Legal Statement

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.

Equal Opportunity Employer