Lead Patient Access Advocate

Intuitive Health•Columbia, SC

4d•Onsite

About The Position

The Lead Patient Access Advocate displays leadership skills to lead a wide range of duties in support of Patient Access Team efficiencies, which may include but are not limited to: driving team performance accountability, leading patient access team daily operations, and collaborating with others in process and operational excellence. This role is responsible for providing feedback on daily registration processes and staffing issues to leadership. They provide assistance to the Patient Access team as necessary to ensure compliance with department policies and procedures. They assist leadership as necessary with staffing, report reconciliation, and other duties as assigned. In this position, it is imperative to be able to consistently maintain a pleasant, professional demeanor and make patients and employees always feel welcome. The ability to multitask is a must.

Requirements

High School Diploma or GED required
Minimum of 2 years’ experience in a medical office setting
Familiar with health insurance and the insurance verification process.
Patient Registration/Medical record system experience needed.
Must be computer literate (Word, Excel, Outlook)
Ability to perform multiple tasks simultaneously, and to prioritize multiple demands effectively
Exceptional communication skills and customer service is required
Solid work history
Be flexible with hours, as staffing of 24/7 units may require flexibility
This position includes standing, walking, use of hands, reaching, sitting, talking, and listening.
This position may require lifting up to 10 pounds.
This position also requires working near moving mechanical parts.
This position would require exposure to moderate noise, such as business printers and computers.
Incumbent will be scheduled based on operational need (rotate shifts, standby, AA, on-call).

Nice To Haves

2-4-year college degree in Business, Accounting, Medical Administration or related area preferred
Minimum of 2 years’ experience in a supervisory or lead role preferred

Responsibilities

Model patient experience expectations and ensure team is adhering to the patient experience expectations.
Driving Patient Access Metrics (Callbacks, Bedside, NPS, RQA, etc.)
Maintain an appropriate Patient Access environment that is friendly and respectful.
Expertise knowledge of and ability to perform Patient Access duties: verifying benefits, check patients in and out and collect copayments, coinsurance, deductibles.
Create and maintain the Patient Access Schedule for assigned location.
Covers voids or when coverage is not located
Train and mentor new Patient Access staff.
Assist leader in interviewing candidates
Prepare appropriate access for new hires
Complete first 90-day review for new hires
Implement Patient Access Policies and Procedures with input from Leadership.
Daily Reconciliation of Cash intake, Credit Card Receipts, Patient Petty Cash, and Bank Deposits.
Daily Reconciliation of ED Acknowledgment Forms
Conduct Quarterly Patient Access Staff Meetings
Assigned to work all Downtimes
Maintains Downtime Binder
Reconciles and backloads all patient info
Ensures staff is trained in this process
Ensure that patient records are accurate and complete.
Assist the leader in ensuring all personnel department policies and procedures are followed.
Provide patients and their families with a customer-focused, friendly, reassuring, and open environment that encourages patients to return.
Assist in resolving patient concerns. Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times and de-escalation techniques.
Ability to manage conflict and appropriately request the help of a leader when needed.
Coordinate workflow processes with the hospital partner as needed.
Follow all HIPAA policies and procedures.
Follow and enforce all company policies.