Hospital Access Lead

UT Southwestern Medical Center • Dallas, TX

10h • Onsite

About The Position

The Team Lead Provides leadership, direction, development and guidance to staff, taking an active role in staff growth. A Lead trains and motivates staff to achieve goals and objectives. Manages daily operations, making leadership decisions, taking accountability for operations, and escalating to supervisor/manager as needed. A Lead is responsible for a majority of the location specific training of new hires as well as completing staff in-services, and re-education. Team Leads directly interact with patients on the phone and/or in person to support front office business operations in a hospital or hospital based clinic location. They maintain a patient centered attitude at all times, demonstrating compassion and empathy for patients and their families and encouraging the same from the staff that report to them. They work as part of an elite team to support UT Southwestern operations and initiatives. They may be required to travel to both on and off-campus locations.

Requirements

• High School Diploma or GED.
• (CHAA) CERT HEALTHCARE ACCESS ASSOC within 1 Year
• (NAHAM) NATL ASSOC HLTHCARE ACCESS MGT Associate Membership within 1 Year
• 3-5 years' experience in a Customer Service setting
• 1 year experience as a Patient Access Representative III

Nice To Haves

• Associate's Degree or two years of college preferred; can substitute college with a minimum of 4 years Clinical/Medical office experience

Responsibilities

• Provides training, leadership and direction to staff in the roles of patient admissions/patient registration and cash intake; including all applicable hospital based areas, main admissions, and ED/L&D. Promotes accountability in staff. Effectively delegates and appropriately holds staff accountable; maintains a pro-active approach with addressing/implementing changes impacting the various processes of the patient access experience. Maintains an active role in selection, training, recognition, and performance evaluations for staff.
• Leads daily operations effectively; effective follow-through and follow-up; takes accountability; solves problems and implements solutions; demonstrates technical proficiency. Acts with urgency to address issues and anticipates customer needs. Engages with dept/clinic managers to promote optimal use of resources and patient throughput. Supports goals and objectives; assisting in the creation and implementation of policies and procedures for dept operation.
• Oversees department schedule, PTO requests, and time and attendance issues; assuring staff coverage for all shifts.
• Responsible for generating, distributing and maintaining relevant department reports to assist management with tracking of performance indicators.
• Assures that quality assurance monitoring is conducted on data produced by new department staff, assuring accuracy, thoroughness and compliance.
• Responsible to identify areas for continued performance improvement.
• Pre-register/Register patients for scheduled/unscheduled services, inpatient/outpatient procedures within all applicable hospital based areas
• Interview patient(s) and/or their representative at workstation or bedside to obtain demographic/insurance information or verify information already on file. All registrations performed utilizing available up to date technology (i.e. carts/workstation on wheels, tablets, etc)
• Obtain copies of necessary identification and insurance cards.
• Document appropriate information in the registration system based upon departmental documentation standards.
• Verifies that patient has been properly identified to prevent multiple medical record numbers campus wide.
• Ensures all patients are continually informed of their visit status when services are delayed.
• Follows all guidelines set forth in the Cash Handling policy. Produce paperwork on each patient for distribution to appropriate departments.
• Accurate and timely deployment of legal, ethical and compliance consent forms and documents.
• Initiates the Advance Directive process.
• Initiate, obtain and/or update verification and pre-certification as appropriate for patient services for each patient account.
• Coordinate accurate patient data to determine financial obligation. Collection of insurance co-payments, deductible amounts, self-pay deposits and patient balances from the patient/guarantor. Request full or partial payment for services rendered according to collection policies.
• Works in a collaborative manner with peers and other hospital departments; attends meetings and actively participates.
• Demonstrates ongoing competency skills including age-specific competencies, above level problem solving skills and decision-making abilities. Ability to communicate verbally with all levels of Associates and management and with physicians.
• Responsible for maintaining adequate supply of forms, brochures and supplies used in the department.
• Monitor ACD Line and appropriately direct calls and/or assist as necessary.
• Monitor RightFax and complete registrations/direct faxes as needed.
• Monitors the correct patient work queue for the assigned department(s) ensuring that staff are clearing accounts in a timely manner with a goal of 0 accounts older than 6 days.
• Works closely with QA and WQ Analysts to ensure that any issues specific to their staff are addressed and retraining completed as needed.
• Knowledge of policies regarding services, pricing, insurance billing, and payment of account.
• The ability to act in all capacities as a Patient Access Representative.
• Performs other duties as assigned.

Benefits

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100%25 coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees