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

R1•Austin, TX

4d•Onsite

About The Position

R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration. As our Customer Service Representative Team Lead (Patient Access Lead), you’ll work to help our patients check into the Emergency Department at the hospital. It’s a fast-paced, high-volume department, and you’ll be the person they rely on to answer questions during registration. You’ll build trust in these interactions by collecting information accurately and quickly, but also by listening with compassion - not just to hear information, but to address their fears, concerns, and questions. To thrive in this job, you’ll need to be a confident multi-tasker who is a quick study with technology and can type accurately and answer phones. You don’t need to have any previous experience or knowledge in healthcare. Since this is a hospital/lab environment, you will need to be prepared to see illness and injuries, especially in the emergency room area. We’ll teach you everything you need to know, which makes this a perfect starting point to launch your healthcare career. 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
Must be up to date on all vaccinations
Pass a drug test
Pass a background check

Nice To Haves

Bilingual English/Spanish skills are preferred

Responsibilities

Work with Team Members to ensure the success and development of other Team Members, including training staff.
Fast-paced work environment, on your feet assisting patients in completing their registration.
Ensure that the team meets production standards, deadlines, and work schedules by paying close attention 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.
Provides superior customer service to all patients, works through patient-raised issues, and recommends 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.
Flexibility 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.
Effective and consistent cooperation and communication with other departments.
Helping people who may be very ill or worried. Patients need you to be there for them and listen carefully to ease their anxiety. You’ll ask follow-up questions and build rapport in real time.