Lead Patient Access Advocate

Intuitive Health•Hilton Head Island, SC

About The Position

The Lead Patient Access Advocate leads duties that support Patient Access Team efficiency, including team performance accountability, daily operations, and collaboration on process and operational excellence. The role provides leadership with feedback about daily registration processes and staffing, assists the team with compliance, and supports staffing, report reconciliation, and other assigned duties. The Lead models patient experience expectations, helps maintain a friendly and respectful environment, and ensures the team follows those expectations. The role requires expertise in Patient Access work, including benefit verification, patient check-in and check-out, and collection of copayments, coinsurance, and deductibles. Responsibilities also include maintaining the schedule for the assigned location, providing coverage when needed, training and mentoring new staff, supporting hiring and onboarding, completing new-hire 90-day reviews, and implementing Patient Access policies and procedures with leadership input. The Lead performs daily financial and ED acknowledgment reconciliation, conducts quarterly staff meetings, and manages downtime procedures, records, and backloading of patient information. The position supports accurate patient records, adherence to department and company policies, HIPAA compliance, and coordination with the hospital partner. It also involves assisting patients and families in a reassuring, customer-focused environment and responding to concerns and complaints, including using de-escalation techniques and seeking leadership assistance when appropriate. Duties may change based on operational circumstances. The position is full-time, days, with scheduling based on operational needs; flexibility, rotating shifts, standby, AA, or on-call scheduling may be required.

Requirements

High school diploma or GED required.
Minimum of 2 years of experience in a medical office setting.
Familiarity with health insurance and the insurance verification process.
Patient registration or medical record system experience.
Computer literacy, including Word, Excel, and Outlook.
Ability to perform multiple tasks simultaneously and prioritize multiple demands effectively.
Exceptional communication and customer service skills.
Solid work history.
Flexibility with hours; staffing of 24/7 units may require flexibility.
Ability to perform work involving standing, walking, use of hands, reaching, sitting, talking, and listening; lifting up to 10 pounds may be required.
Ability to work near moving mechanical parts and in moderate noise, such as from business printers and computers.
Must be able to work schedules based on operational needs, which may include rotating shifts, standby, AA, or on-call.

Nice To Haves

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

Responsibilities

Lead Patient Access Team daily operations and drive team performance accountability.
Collaborate with others on process and operational excellence, and provide leadership with feedback about registration processes and staffing issues.
Assist the Patient Access team to ensure compliance with department policies and procedures.
Assist leadership with staffing, report reconciliation, and other assigned duties.
Model patient experience expectations and ensure team adherence to those expectations.
Drive Patient Access metrics, including callbacks, bedside, NPS, and RQA.
Maintain a friendly and respectful Patient Access environment.
Verify benefits, check patients in and out, and collect copayments, coinsurance, and deductibles.
Create and maintain the Patient Access schedule for the assigned location.
Cover staffing gaps or shifts when coverage is not located.
Train and mentor new Patient Access staff.
Assist the leader in interviewing candidates, prepare appropriate access for new hires, and complete first 90-day reviews for new hires.
Implement Patient Access policies and procedures with input from leadership.
Reconcile cash intake, credit card receipts, patient petty cash, and bank deposits daily.
Reconcile ED Acknowledgment Forms daily.
Conduct quarterly Patient Access staff meetings.
Work assigned downtimes, maintain the Downtime Binder, reconcile and backload patient information, and ensure staff are trained in the process.
Ensure patient records are accurate and complete.
Assist the leader in ensuring personnel follow department policies and procedures.
Provide patients and families with a customer-focused, friendly, reassuring, and open environment.
Assist in resolving patient concerns and appropriately address complaints using de-escalation techniques; request leadership help when needed.
Coordinate workflow processes with the hospital partner as needed.
Follow HIPAA policies and procedures and enforce company policies.