Customer Service Lead, Patient Access Lead (Bilingual English/Spanish)

R1 RCM•Austin, TX

1d•Onsite

About The Position

R1 is a leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems, and medical groups. The company combines the deep expertise of a global workforce of revenue cycle professionals with an advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration. As a Customer Service Representative Team Lead (Patient Access Lead), you will help patients check into the Emergency Department at the hospital. This is a fast-paced, high-volume department where you will be relied upon to answer questions during registration. The role involves building trust by collecting information accurately and quickly, and by listening with compassion to address patient fears, concerns, and questions. To succeed, you need to be a confident multi-tasker, quick with technology, able to type accurately, and answer phones. No previous healthcare experience is required, making it a suitable starting point for a healthcare career. The hospital/lab environment means you must be prepared to see illness and injuries, especially in the emergency room area. Comprehensive training will be provided. You must also be up to date on all vaccinations, pass a drug test, and pass a background check before hire.

Requirements

High School Diploma or GED
Excellent customer service experience
Several years of medical patient registration experience
Experience in leading others is a must
Ready to work in a very fast-paced, high-stress environment
Basic computer multitasking and typing skills are required
Up to date on all vaccinations
Pass a drug test
Pass a background check

Nice To Haves

Bilingual English/Spanish skills

Responsibilities

Work with Team Members to ensure the success and development of other Team Members, including training staff.
Assist patients in completing their registration in a fast-paced environment, often on your feet.
Acquire knowledge through training regarding variations in health plans and coverage while collecting patient and insurance information.
Work quickly and expect the unexpected.
Ensure that the team meets production standards, deadlines, and work schedules by paying close attention to work trends and identifying and reporting area needs to Patient Access Manager and/or Facility Lead.
Ensure high quality of superior customer service is delivered and maintained.
Provide superior customer service to all patients, work through patient-raised issues, and recommend appropriate solutions.
Ensure proper workflow procedures are followed by the entire Team.
Maintain an extremely high level of confidentiality with regards to any discussion held at management and above level.
Ensure effectiveness of quality assurance program.
Be flexible to work in multiple areas and maintain efficiency, depending on the business need.
Complete daily worklists and reports from registration and billing systems.
Responsible for creating and maintaining a positive, motivated, people-oriented departmental culture by maximizing team member morale and engagement.
Ensure effective and consistent cooperation and communication with other departments.
Help people who may be very ill or worried by listening carefully to ease their anxiety, asking follow-up questions, and building rapport in real time.