Patient Account Team Lead - DRAH ED

Patient Account Team Lead

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

Pursue your passion for caring with the Patient Revenue Management Organization, which is the fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions for Duke Health.

The Patient Account Team Lead is an integral part of the patient care team in the hospital locations. The Patient Account Team Lead, in coordination with the Service Access Manager, ensures the work is accomplished effectively in adherence to all policy and procedures. The Patient Account Team Lead is the first line support for the Financial Care Counselors (FCC) within the hospital locations. The Patient Account Team Lead provides support for the hospital locations when the Service Access Manager is unavailable, escalating any urgent issues to the Department Manager. The Patient Account Team Lead should be fully competent and able to perform the duties of the FCC. In addition to the daily FCC activities, the Patient Account Team Lead will be responsible for providing support and oversight of the daily registration and financial counseling activities to ensure adherence to these processes. The Patient Account Team Lead collaborates with the Service Access Manager to provide real-time coaching and feedback for the FCCs, and the Patient Account Team Lead will provide support to the Service Access Manager in the oversight of revenue cycle front-end related activities. These activities include but are not limited to; patient registration, scheduling, arrival, point of service collections; cash management, work queue management, financial counseling, and training as well as patient and workflow coordination.

The Patient Account Team Lead is expected to follow all regulatory and compliance policies. The Patient Account Team Lead is also responsible for modeling and living Duke's values and demonstrating expected behaviors while contributing to creating positive patient experience and building a positive work environment. The Hospital Service Access Team lead will model professional behaviors at all times. The Patient Account Team Lead contributes to ensuring the registration desk and waiting areas safeguard patient privacy, confidentiality and safety and ensures that work areas are well maintained and clean. Maintaining an open and accepting character that allows others to express their views. Recognizes the unique contributions of each team member and respond positively and respectfully. Consistently models professional behaviors that inspire others. Creates relevant options for addressing problems/opportunities as they arise, identifies the constraints and risks associated with those options, acts decisively by committing to the option chosen, follows though and debriefs with Service Access Manager and/or Department Manager to evaluate overall effectiveness. The Patient Account Team Lead should be confident in decision making skills.

Duties and responsibilities include all those required of the Financial Care Counselor as well as:

• Fully competent in duties of an FCC and is able to provide expert support.
• Should be flexible in work schedule to support operational need.
• Assists in the planning of work schedules and daily assignments of FCC's and modify as needed.
• Assist the Service Access Manager with identifying the need for additional supplies, resources, and ensures proper inventory, use and placement.
• Proactively identify areas of opportunity within the hospital location, introduce, and monitor initiatives to improve internal and external customer satisfaction to ensure that established metrics are met.
• Respond positively to change; recognizing how the change will affect work, clearly explain why the change was made, and respond quickly to provide support for team members.
• Review revenue cycle related reports for accuracy, track and share trends, outcomes, identify system issues, provide real time feedback to staff, and discuss developmental opportunities and performance with the Service Access Manager.
• Assist the Service Access Manager to uphold DUHS policy and procedures; monitor these procedures to ensure adherence and high quality outcomes.
• Actively round with team members to evaluate scripting and patient interaction, provides real time feedback on opportunities and recognizes successes.
• Daily monitoring of hospital work queues: Patient, Account, Charge Review, PB and HB Claim Edits, to identify trends, provide feedback and training to employees and ensure timely account resolution.
• Provides support for the hospital location when the Service Access Manager is unavailable, investigating issues and takes action; escalating any urgent issues to the Service Access Manager/Department Manager.
• Supports the Service Access Manager in communicating expectations for teamwork and collaboration, presents to the team as a model example.
• Gives credit and acknowledges contributions and efforts of individuals ensuring team effectiveness.
• Participate in the interview process of new employees; provide feedback for hiring and termination decisions.
• Aid in employee evaluation by providing Service Access Manager feedback on team member willingness to actively participate in continued learning and performance.
• Actively motivates, trains, and coaches employees on work performance opportunities and successes.
• Assist Service Access Manager in departmental orientation checklists of new employees, providing/assigning training, and monitor progress of new employees.
• Assess the performance of assigned new hires and orientees (Financial Care Counselors); provides ongoing feedback, training, and coaching.
• Shares departmental procedures/updates with their team on a regular basis.
• Delivers accurate, clear and concise messages that are informative and influence staff to take action.
• Play an active role in the monthly staff meetings.
• Commits to Duke Quality Initiatives, participates in huddles, assists with root cause analysis, and supports Department Leadership with swarming on quality/safety events.
• Attend, participate, and lead training activities and group meetings.
• Participates appropriately in downtime procedures when activated and ensures processes are appropriately followed by revenue cycle staff in the event of system outage (Phone, EHR, Credit Cardetc.).
• Understands, supports, and trains processes related to new technology implementations while ensuring adherence to policy and procedures.
• Manage team issues in a considerate and timely manner.
• Follows policy and procedures as it related to Imprest Cash and End of Day deposits.
• Participates on ongoing internal control audits and ensure the team members are compliant.
• Performs other duties as assigned by Hospital Service Access leadership.

General Description of Job Class

Required Qualifications at this Level:

Education: High School Diploma (minimum), college preferred

Degrees, Licensure, and/or Certification: None required

Experience: 4-5 years' experience, minimum of 2-3 years' experience as an FCC or similar experience

Knowledge, Skills and Abilities:

• Strong verbal and written communication skills mandatory.
• Basic PC skills.
• Minimum six months data entry experience.
• Medical terminology knowledge
• Knowledge and understanding of telephone etiquette.
• Ability to organize and prioritize.
• Ability to provide oral and written instructions.
• Ability to interact tactfully and courteously with the public.
• Ability to apply specific departmental policies, rules and regulations relating to verifying patient information, collecting payments and maintaining records and forms.
• Ability to establish and maintain effective relationships with other personnel.
• Entry level supervisory skills (coaching/counseling, performance evaluation)
• Knowledge of staff planning.
• Preceptor foundations.