Access Department Team Lead, Access Department, (Novato), Full-Time, Days

Access Department Team Lead

The Access Department Team Lead is responsible for leading daily departmental operations, monitoring team adherence with standardized processes and best practices, and maintaining an excellent working relationship with physician office staff to provide off-site administrative support. The Team Lead must have the ability to competently perform the work of the staff that they supervise to assess situations, prioritize workloads, develop workflow solutions, and make recommendations for improvement. The Team Lead will report directly to the Access Department Supervisor.

Operations:

• Supervising activities of staff responsible for answering inbound patient scheduling calls and staff responsible for processing authorization and referral requests. Monitors for confidentiality, accuracy, and exceptional customer service.
• Maintains close understanding of department needs and ensures appropriate coverage for all functions daily; including call handling, referral and authorization processing, and work queue management.
• Utilizes multiple tools to monitor and document agents call handling quality and scheduling accuracy by following practice scheduling protocols and tools. Evaluates scheduling errors and recommends process improvements as necessary.
• Builds safe and trustworthy environment with patients by utilizing both a scripted and non-scripted communication methods.
• Supports the de-escalation of situations involving dissatisfied customers, offering patient assistance and support.
• Train and provide immediate assistance to staff on utilizing and maneuvering between several different software systems.
• Meet specified goals and objectives as assigned by management on a regular basis.
• Escalate any problems that may arise to management.
• Assist with other projects as assigned by management.

Continuous Improvement:

• Supports the implementation of programs, policies, initiatives, and tools.
• Contributes ideas and actions towards the continuous improvement of Patient Access related processes within area of influence.

People Development:

• Completes monthly team evaluations and delivers feedback to individual team members along with Patient Access Department Supervisor.
• Adaptable to learning and disseminating training on new processes, concepts, and skills.
• Seeks and responds to regular performance feedback from direct leader; provides upward feedback as needed.

Relationship Management:

• Demonstrates and encourages a positive work environment through team building and implementing approved staff recognition and appreciation efforts.
• Supports building strong peer-to-peer relationships through effective communication, cross-team support, and ad hoc trainings.

Patient Satisfaction:

• Performs revenue cycle tasks necessary to ensure compliance and exceptional customer service.
• Authenticates patient identity throughout all processes.
• May provide directional support to patients and/or family members.
• Maintains knowledge of applicable Federal, State, and local laws and regulations, C.A.R.E.S. as well as MarinHealth policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

Qualifications:

Education:

• Equivalent experience will be accepted in lieu of the required degree or diploma
• High school diploma or General Educational Development (GED) certificate required.

Experience:

• 3+ years of recent, relevant experience
• 3+ years of experience working in an off-site health care contact center preferred
• 3+ years within a Medical Network/Medical Group or clinic environment, an insurance company, managed care organization or other financial service setting, performing financial counseling, financial clearance and/or customer service activities.

Supervisory Requirements:

• General knowledge of patient access, financial counseling, and ambulatory settings.
• Working knowledge and understanding of insurance and medical terminology.
• Time management skills and the ability to manage frequent in-person patient contacts while effectively maintaining and documenting data in the patient registration systems.
• Leadership skills, including team building and coaching/mentoring with the ability to motivate and engage team members.
• Possess verbal and written communication and active listening skills.
• Accuracy and attentiveness to detail.
• Decision-making and problem-solving skills.
• Must be able to work concurrently on a variety of tasks/projects in diverse environments.
• Ability to meet or exceed targeted customer service, productivity, and quality standards.
• Computer proficiency skills.
• Requires the ability to work with and maintain confidential information.

Accommodation:

Qualified applicants with disabilities may request reasonable accommodation during the application process by contacting Human Resources.

C.A.R.E.S. Standards:

MarinHealth seeks candidates ready to model our C.A.R.E.S. standardsCommunication, Accountability, Respect, Excellence, Safetywhich foster a healing, trust-based environment for patients and colleagues.

Health & Immunizations:

To protect employees, patients, and our community, MarinHealth requires measles, mumps, varicella, and annual influenza immunizations as a condition of employment (and annually thereafter). COVID-19 vaccination/booster remains strongly recommended. Medical or religious exemptions will be considered consistent with applicable law.

Compensation:

The posted pay range complies with applicable law and reflects what we reasonably expect to pay for this role. Individual pay is set by skills, experience, qualifications, and internal/market equity, consistent with MarinHealth's compensation philosophy. Positions covered by collective bargaining agreements are governed by those agreements.

Equal Employment:

All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sexual orientation, gender identity, protected veteran status or disability status, and any other classifications protected by federal, state, and local laws.