Lead - Patient Access Representative

Grace Health•Manchester, KY

30d

About The Position

The Patient Access Representative Lead will be responsible for leading the development of an integrated care team approach. They will work directly with the Non-Clinical Support Manager in the development of the non-clinical staff including education, competencies, evaluation, performance correction, patient safety, and customer service-related issues. The Patient Access Representative Lead will assist staff in reaching their full potential at each stage of their professional development. The focus will be on developing and enhancing non-clinical knowledge, technical skills, non-clinical decision-making skills, and inter-personal skills that staff use to provide quality services. The Patient Access Representative Lead is responsible for providing direction and supervision for the non-clinical staff in the clinic setting.

Requirements

Communication skills, leadership skills, critical thinking, problem solving, computer competency, and customer service.
Ability to maintain all Standards of Grace Health in conjunction with the Non-Clinical Support Manager.
Demonstrate the ability to work in partnership with people balancing the needs of people with one’s own clinical and professional responsibilities.
Demonstrate effective interpersonal skills, including active listening, to influence others, build constructive relationships and achieve outcomes.
Demonstrate critical thinking skills using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Can analyze complex issues, propose solutions, and implement decisions in conjunction with the Non-Clinical Support Manager.
Welcome change and is committed to encouraging continuous improvement and learning.
Ability to accept and delegate responsibility, make sound judgments, and accurately assess when to refer issues to supervisor.
Manages own workload effectively while being flexible to new demands.
Demonstrate a high level of oral and written communication and effective computer skills.
Has the ability to integrate well with, and contribute to, an evolving management team.
Willing to work outside normal hours, where required.
At least 2 years medical office experience.
Experience leading and developing staff within a person–centered scope.

Nice To Haves

Leadership experience preferred.

Responsibilities

Provide leadership in non-clinical practice and act as a resource for the clinic.
Provide supervision and support to non-clinical staff in a professional manner.
Counsel and train newly hired non-clinical staff.
Consult with and provide support for non-clinical staff in the efforts to serve patients.
Develop and maintain good collaborative working relationships and channels of communication with staff members of teams including all ancillary departments.
Monitor, evaluate, and correct non-clinical staff performance relating to the clinic and assist in raising the standards of practice to promote a positive experience for patients and family members.
Assist in coordinating daily staffing to ensure that all shifts are covered.
Attend management and/or development meetings/trainings as required or recommended by Grace Health.
Act as a role model.
Keep up to date with current developments in front office practices and education.
Ensure adherence to front office policies and related guidelines of Grace Health.
Able to perform roles and functions of non-clinical staff.
Ensure safety measures are observed throughout non-clinical areas.
Manage difficult situations with patients and staff in accordance with Grace Health mission statement.
Identify and reward positive performance regularly.
Demonstrate excellent customer service skills and hold all staff accountable for the same.
Act as a positive change agent for performance improvement activities.
Work in conjunction with the Clinical Lead and Scheduling Manager to coordinate patient care delivery.
Open office daily and provide adequate reception area environment for all patients.
Maintain inventory of office supplies and create a purchase order for supplies needed.
Ensure that demographic and insurance information is updated at each visit.
Supervise Sliding Fee Discount Program.
Staff schedules and coordinate coverage.
Train and update Patient Access Representative staff on new processes.
Hold staff meetings and create agendas.
One-to-one contact with providers and clinical staff when applicable.
Supervise collection of co-pays, and the receiving of cash and check payments.
Insure documentation for no shows.
Reconcile and run all reports required.
Supervise the balance of daily batches with fees collected and the daily completion of deposit.
Serves as resource for questions relating to billing.
Rounding checks and oversee day to day operations at home location.
Quality Payment Scorecards, calculations, and HR upload submission for applicable staff.
Undertake any other reasonable duties which may be assigned.