Patient Access Rep Lead. 9am-5:30pm M-F. shift may vary. Exeter, NH

Beth Israel Lahey Health•Exeter, CA

2d•$20 - $29

About The Position

The Lead Patient Access Representative coordinates patient access staff schedules and supports efficient operations and quality service with departments, physicians, patients, and the public. The role obtains and records complete, accurate patient registration information to create legal records while protecting confidentiality. It provides a high level of customer service to patients and physicians in person and by telephone. The Lead monitors staff schedules, orients and trains new employees, contributes to staff performance appraisals, and supports communication of organizational and departmental initiatives. The role monitors staff compliance with insurance verification procedures and helps address education and performance improvement needs. It also works with scheduling areas to ensure accurate preregistration information and escalates identified issues as appropriate. The position interviews patients or their designees to collect personal, social, and financial information; obtains identification and required signatures or insurance card copies; creates and verifies patient registration materials; checks insurance eligibility and addresses when needed; answers telephones; and prepares daily statistics and other reports. The employee maintains required competencies and follows applicable safety, regulatory, licensing, credentialing, government, department, and hospital policies. The schedule is 9:00 a.m.–5:30 p.m., Monday through Friday, and may vary to meet business needs. The position is based in Exeter, New Hampshire.

Requirements

High school diploma or equivalent.
Three years of experience in Patient Access and/or a Revenue Cycle organization.
Demonstrated experience effectively coordinating multiple tasks or activities.
Strong verbal and written communication skills for communicating with a diverse patient population and/or their representatives.
Ability to work effectively and calmly in a fast-paced, intense setting, including exposure to critical and emergent medical situations.
Ability to organize and prioritize work, accurately record detailed information, provide oral and written instructions, and interact tactfully with patients.
Ability to communicate moderately complex written information in English and comprehend and communicate complex verbal information in English.
Ability to make decisions guided by precedents, policies, and objectives, and to address complex and varied problems.
Ability to set goals and determine how to accomplish results with some guidelines and broad manager/director guidance.
Ability to demonstrate in-depth knowledge of relevant concepts, practices, and policies.
Ability to lead small projects or work groups and foster a collaborative, respectful team environment.
Must be vaccinated against influenza as a condition of employment.

Nice To Haves

Knowledge of Electronic Health Records (EHR), medical terminology, and hospital or physician-based registration systems.
Previous work experience in a hospital patient registration position.

Responsibilities

Monitor and modify staff work schedules to ensure adequate staffing for service needs.
Orient and train new employees on BILH and department policies and procedures.
Contribute to staff performance appraisals.
Assist the Manager in communicating entity-wide and department-specific initiatives.
Ensure staff follow department procedures for insurance membership and address verification software; report compliance and assist with reeducation and performance improvement plans as indicated.
Work with scheduling areas to ensure proper information is obtained during preregistration and inform the Director of Patient Business Services about issues requiring escalation to another department director.
Interview patients or their designees to collect personal, social, and financial data for medical records and hospital legal and financial requirements.
Greet patients and others with courtesy, promptness, respect, and concern.
Protect patient privacy and confidentiality.
Obtain patient identification and appropriate signatures and/or copies of insurance cards.
Create and verify the accuracy of patient face sheets, wristbands, and stickers.
Verify insurance eligibility and patient addresses using online verification systems when necessary.
Answer telephones using BILH telephone etiquette.
Prepare accurate daily statistical and other required reports.
Maintain competencies required for the position and patient population served.
Perform duties in accordance with applicable laws, regulations, safety requirements, and department and hospital policies and procedures.
Provide customer service and staff training, resolve service issues in a timely and respectful manner, and support collaborative workflow improvement.