Access Team Lead

Northwestern Memorial Healthcare•Palos Heights, IL

5d•$23 - $33•Onsite

About The Position

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. This role involves providing exceptional customer service, managing patient information, coordinating with various departments, and ensuring efficient operations within the access team. The lead will also be responsible for training and supporting staff, troubleshooting issues, and contributing to process improvements.

Requirements

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.

Nice To Haves

Bachelors 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.

Responsibilities

Consistently practices Patients First philosophy and adheres to high standards of customer service, setting an example for peers and fostering a team atmosphere.
Responds to questions and concerns, and forwards extraordinary issues to the Team Lead or Operations Coordinator.
Maintains patient confidentiality per HIPAA regulations.
Provides exceptional customer service to consumers, establishing a positive first impression of Northwestern Medicine.
Exceeds consumer requests and alerts management of issues or concerns requiring escalation.
Correctly identifies and collects patient demographic information in accordance with organization standards.
Interacts with various hospital departments and physicians offices to schedule and direct patients through the NMHC systems.
Reaches out to patients to schedule appointments.
Performs medical necessity checks and communicates options if an appointment fails.
Facilitates the pre-authorization of diagnostic exams between referring physicians and insurance carriers.
Informs patients of any issues with securing the financial account for their encounter.
Completes out-of-pocket estimations as requested by patients.
Provides training and education as needed.
Manages work schedule efficiently, completing tasks and assignments on time.
Completes other duties assigned by manager.
Cross-training between various departments may take place to ensure coverage.
Participates in Quality Assurance reviews to ensure integrity of patient data information.
Uses effective service recovery skills to solve problems or service breakdowns.
Utilizes department and hospital policies and procedures to complete assigned tasks.
Communicates information to the patient regarding questions about physician referrals, insurance referrals and consultations.
Collects authorization numbers in appropriate systems.
Provides a professional and constructive environment for communication across units/departments and resolves operational issues.
May attend intra/interdepartmental meetings.
Communicates customer satisfaction issues to appropriate individuals.
Demonstrates teamwork by helping co-workers within and across departments.
Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others.
Interacts with internal customers to provide excellent support service to staff in departments which provide direct patient care.
Utilizes multiple online order retrieval systems to verify or print the patient's order.
Verifies insurance eligibility and benefit levels through online tools or over the phone.
Completes accurate handoff instructions and notes to scheduling staff in Epic.
Demonstrates ability to use all computer applications efficiently.
Is proactive in preventing issues with patient visits by double checking test details, preps, conflicts, time, and location, and documenting order retrieval.
Understands minimum data set required for a complete registration, collects and verifies critical data, and updates the registration system.
Understands departmental and individual quality metrics.
Proactively analyzes account activity, identifies problems, and initiates appropriate actions/resolutions.
Evaluates procedures and suggests improvements to enhance customer service and operational efficiency.
Participates in departmental quality improvement activities.
Provides ideas and suggestions for process improvements within the department.
Monitors registration and scheduling, including insurance verification, to ensure processing within prescribed quality standards.
Adjusts processes as needed to meet standards.
Uses organizational and unit/department resources efficiently.
Acts as a training resource for new staff and a resource for coworkers, sharing process and workflow information.
Assists Operations Coordinator with staff training and development, and onboarding new staff.
Ensures staff understanding and compliance of NM policies, procedures and expectations and assists in communicating any changes.
Identifies potential problems and notifies the Operations Coordinator and Manager.
Coordinates advanced troubleshooting for staff when issues or questions arise.
Serves as first line of assistance to staff.
Investigates and resolves patient, technical and workflow problems or escalates to Operations Coordinator/Manager.
Helps coordinate and supervise section staffing to ensure sufficient staff coverage.
Works proactively with Operations Coordinator to adjust daily staff work assignments due to sick leave or increased patient volume.
Monitors queues to make real-time adjustments as necessary.
Assures that all computer systems and technology are consistently working properly.
Coordinates maintenance and repair activities related to equipment and facilities.
Escalates issues when needed.
Identifies and communicates key issues and trends to Operations Coordinators.
Assesses and communicates staff development needs to Operations Coordinator to support periodic individual evaluations.
Develops, coordinates, presents and participates in staff education and training programs, including new system deployment and go-live support.
Provides material and helps develop agendas for routine staff meetings, maintaining customer service objectives.
Assumes delegated responsibilities in the absence of the Operations Coordinator.
Assists Operations Coordinator/Manager with interviewing, hiring, training, progressive discipline, dismissals, performance appraisals, and employee relations.
Assists Operations Coordinator/Manager on the development and implementation of policies and procedures.
Ensures staff has access to necessary policies, procedures, training and other resources, and that policies and procedures are updated.
Works with Operations Coordinator/Manager on enforcing Productivity and Quality standards, conducting regular audits of staff performance with documented feedback, and monitoring agent performance.
Performs other duties as assigned.