Lead Patient Access Advocate, Full-time Days

Intuitive Health•Jacksonville, FL

13d

About The Position

The Lead Patient Access Advocate provides leadership and operational support to the Patient Access team, helping drive performance accountability, daily operations, and process and operational excellence. The role provides leadership with feedback on registration processes and staffing issues, supports compliance with department policies and procedures, and assists with staffing, report reconciliation, and other duties as assigned. The Lead models patient experience expectations, monitors team adherence, maintains a friendly and respectful Patient Access environment, and performs core patient access duties such as verifying benefits, checking patients in and out, and collecting copayments, coinsurance, and deductibles. Additional responsibilities include creating and maintaining schedules, covering staffing gaps, training and mentoring staff, assisting with interviews and new-hire preparation, and conducting new-hire 90-day reviews. The position supports daily cash and ED acknowledgment reconciliation, quarterly staff meetings, and downtime procedures, including maintaining the downtime binder and reconciling and backloading patient information. The Lead also helps ensure accurate patient records and compliance with HIPAA and company policies, assists with patient concerns and conflict resolution, and coordinates workflows with the hospital partner as needed. The role is scheduled according to operational needs and may involve rotating shifts, standby, AA, or on-call coverage.

Requirements

High school diploma or GED.
At least 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 to support staffing needs in 24/7 units.
Ability to perform the described physical activities, which include standing, walking, using hands, reaching, sitting, talking, and listening; lifting up to 10 pounds may be required.
Ability to work near moving mechanical parts and tolerate moderate noise, such as that from business printers and computers.

Nice To Haves

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

Responsibilities

Lead Patient Access team performance accountability and daily operations, and collaborate on process and operational excellence.
Provide leadership with feedback about daily registration processes and staffing issues.
Assist the Patient Access team as needed to ensure compliance with department policies and procedures.
Assist leadership with staffing, report reconciliation, and other assigned duties.
Model patient experience expectations and ensure the team follows them.
Drive Patient Access metrics, including callbacks, bedside, NPS, and RQA.
Maintain a friendly, respectful, and appropriate Patient Access environment.
Perform Patient Access duties, including verifying benefits, checking patients in and out, and collecting copayments, coinsurance, and deductibles.
Create and maintain the Patient Access schedule for the assigned location.
Cover staffing gaps when coverage is not available.
Train and mentor new Patient Access staff.
Assist the leader with interviewing candidates, preparing appropriate access for new hires, and completing new-hire 90-day reviews.
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 attempt to address complaints in the moment using appropriate communication and de-escalation techniques.
Manage conflict and request a leader's assistance when appropriate.
Coordinate workflow processes with the hospital partner as needed.
Follow HIPAA policies and procedures and enforce company policies.