Lead Patient Access Advocate

Intuitive Health•Radcliff, KY

8h•Onsite

About The Position

Oversight of 2 Facilities 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. 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.

Requirements

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; EPIC preferred
High School Diploma or GED required
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

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

Responsibilities

Drive team performance accountability
Lead patient access team daily operations
Collaborate with others in process and operational excellence
Provide feedback on daily registration processes and staffing issues to leadership
Provide assistance to the Patient Access team as necessary to ensure compliance with department policies and procedures
Assist leadership as necessary with staffing, report reconciliation, and other duties as assigned
Maintain a pleasant, professional demeanor and make patients and employees always feel welcome
Multitask effectively
Model patient experience expectations and ensure team is adhering to them
Drive Patient Access Metrics (Callbacks, Bedside, NPS, RQA, etc.)
Maintain an appropriate Patient Access environment that is friendly and respectful
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
Cover 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
Work all Downtimes
Maintain Downtime Binder
Reconcile and backload all patient info
Ensure staff is trained in the downtime 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
Assist in resolving patient concerns
Address and attempt to appropriately resolve complaints in the moment by using key words at key times and de-escalation techniques
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