Lead Patient Access Advocate

Intuitive Health•Georgetown, KY

2d•Onsite

About The Position

Founded in 2008, Intuitive Health pioneered the combined emergency room and urgent care model, setting a new standard for innovation and accessibility in the ambulatory care space. Partnering with leading health systems nationwide, Intuitive Health builds and operates retail healthcare facilities that seamlessly integrate urgent care and emergency services under one roof. This innovative model enhances patient experience, reduces unnecessary emergency care costs, and empowers health systems to expand their market presence. Ranked among the 1% of global retailers in customer satisfaction, Intuitive Health serves more than 1 million patients annually. For more information, visit IHERUC.com. Full Time Days Lead Patient Access Advocate. Note: Start date upon hire would not be until September 1, 2026 as this is a new site/location opening in December. We will provide training at our nearby locations beginning 9/1/2026. We are seeking candidates with a minimum of 6 months of Patient Registration experience as well as experience with Leader/Supv duties. 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.

Requirements

Minimum of 6 months of Patient Registration experience
Experience with Leader/Supv duties
High School Diploma or GED required
Minimum of 2 years’ experience in a medical office setting
Minimum of 2 years’ experience in a supervisory or lead role preferred
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

Responsibilities

Displays leadership skills to lead a wide range of duties in support of Patient Access Team efficiencies
Drives team performance accountability
Leads patient access team daily operations
Collaborates with others in process and operational excellence
Provides feedback on daily registration processes and staffing issues to leadership
Assists the Patient Access team as necessary to ensure compliance with department policies and procedures
Assists leadership as necessary with staffing, report reconciliation, and other duties as assigned
Maintains a pleasant, professional demeanor and makes patients and employees always feel welcome
Multitasks effectively
Models patient experience expectations and ensures team is adhering to them
Drives Patient Access Metrics (Callbacks, Bedside, NPS, RQA, etc.)
Maintains an appropriate Patient Access environment that is friendly and respectful
Possesses expertise knowledge of and ability to perform Patient Access duties: verifying benefits, check patients in and out and collect copayments, coinsurance, deductibles
Creates and maintains the Patient Access Schedule for assigned location
Covers voids or when coverage is not located
Trains and mentors new Patient Access staff
Assists leader in interviewing candidates
Prepares appropriate access for new hires
Completes first 90-day review for new hires
Implements Patient Access Policies and Procedures with input from Leadership
Performs Daily Reconciliation of Cash intake, Credit Card Receipts, Patient Petty Cash, and Bank Deposits
Performs Daily Reconciliation of ED Acknowledgment Forms
Conducts Quarterly Patient Access Staff Meetings
Works all Downtimes
Maintains Downtime Binder
Reconciles and backloads all patient info
Ensures staff is trained in the downtime process
Ensures that patient records are accurate and complete
Assists the leader in ensuring all personnel department policies and procedures are followed
Provides patients and their families with a customer-focused, friendly, reassuring, and open environment that encourages patients to return
Assists 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
Manages conflict and appropriately requests the help of a leader when needed
Coordinates workflow processes with the hospital partner as needed
Follows all HIPAA policies and procedures
Follows and enforces all company policies