Lead Patient Access Specialist - Emergency Department (Days)

Denver Health•Denver, CO

2d•$23 - $32•Onsite

About The Position

We are recruiting for a mission-driven Lead Patient Access Specialist - Emergency Department (Days) to join our team! We're with you for life’s journey. At Denver Health, purpose isn’t just something we believe in—it’s something we live every day, for life’s journey. Our Values Respect | Belonging | Accountability | Transparency Department Admissions & Registration Scvs Job Summary Under general supervision, coordinates assigned employee duties and manages allocation of personnel resources in assigned clinic to insure efficient patient flow. Trained in all aspects of front office clinic operations, including but not limited to: Outpatient registration, patient scheduling, clinic schedule template building and maintenance, cash handling, quality assurance to include weekly feedback, Insurance Verification and staff education. Makes recommendations for re-training and trains new hires. Works collaboratively with other department leads, supervisors, and managers to ensure continuous clinic flow by monitoring daily clinic schedules and registration processes. Patient Access Lead Role will be present in clinics that meet criteria for Nurse Manager and Charge Nurse leadership. Essential Functions: Provides Administrative Clinic Support to include but not limited to time and attendance, help desk tickets and other duties as assigned (10%) Registering and scheduling patients. Monitors and works Work Queues clinic specific. (10%) Quality Control and Quality Assurance – performs weekly & monthly QA audits in adherence to expectation set forth by CHS/Revenue Cycle. Train & assist staff to meet QA goals and requirements. (5%) Performs cash handling duties that include preparation of daily cash deposits, facilitating refunds, training clerical staff to prepare cash deposit and addressing overage/shortages as needed, completes, prepares and/or verifies daily deposit. Runs report at end of shift. (5%) Delegates job assignments and monitors work flow. Monitors and tracks employee daily assignments. (5%) Staffs Clinic registration areas during shortages due to PTO, Sick-Calls, and FMLA. (5%) Answers telephone inquiries; screens calls; routes calls and takes messages. (5%) Attends monthly Front End operations meetings; attends regularly scheduled department and leadership meetings, huddles, and one-on-ones with Supervisor/Manger and passes information to the clerical team in a timely and effective manner. (5%) Orders and maintains PAR levels for office supplies, encounter forms and other materials as needed. (5%) Performs template maintenance: new provider template requests, schedule building, schedule changes. (5%) Address customer service issues and uphold high level of customer service amongst clerical staff at all times. (5%) Works with and under the direction of the Clerical Supervisor promotes positive interpersonal (customer) relationships with fellow employees, physicians, patients and visitors. Treats these individuals with courtesy, dignity, empathy and respect; consistently displays courteous and respectful verbal and non-verbal communications. (5%) Works with and under the direction of Clerical Supervisor to set clear performance expectations for staff by developing job specific customer service expectations and behaviors for each position supervised. Communicates expectations to each employee and establishes the expectations related to job requirements and performance appraisal components. (5%) Works with and under the direction of the Clerical Supervisor to evaluate ongoing competency and identifies training and staff development needs of employees and ensures appropriate training provided. (5%) Works with and under the direction of the Clerical Supervisor to initiate formal/informal activities with employees to develop departmental cohesion and collegiality. (5%) Works with and under the direction of the Clerical Supervisor to recognize positive behavior and contributions to the organization using praise, appreciation and rewards. (5%) Works with and under the direction of the Clerical Supervisor to actively identify problems and opportunities for improvement; identifies appropriate solution and involves others in the implementation process. (5%) Identifies and escalates system problems, environmental issues, and employee issues as appropriate, to the clerical supervisor and clinic leadership team. (5%)

Requirements

No High School Diploma and/or No GED
1-3 years of clerical experience required
Excellent interpersonal communication and telephone skills required.
Skilled analysis of information, critical thinking and problem solving with an emphasis on customer service.
Ability to work with a diverse team and a diverse customer base explaining procedures and organizational policies in a health care setting.
Availability to work 40 hours/week with flexibility to accommodate the needs of the clinic.
Proficient in the use of Microsoft Windows.

Nice To Haves

Bi-lingual skills preferred

Responsibilities

Provides Administrative Clinic Support to include but not limited to time and attendance, help desk tickets and other duties as assigned (10%)
Registering and scheduling patients. Monitors and works Work Queues clinic specific. (10%)
Quality Control and Quality Assurance – performs weekly & monthly QA audits in adherence to expectation set forth by CHS/Revenue Cycle. Train & assist staff to meet QA goals and requirements. (5%)
Performs cash handling duties that include preparation of daily cash deposits, facilitating refunds, training clerical staff to prepare cash deposit and addressing overage/shortages as needed, completes, prepares and/or verifies daily deposit. Runs report at end of shift. (5%)
Delegates job assignments and monitors work flow. Monitors and tracks employee daily assignments. (5%)
Staffs Clinic registration areas during shortages due to PTO, Sick-Calls, and FMLA. (5%)
Answers telephone inquiries; screens calls; routes calls and takes messages. (5%)
Attends monthly Front End operations meetings; attends regularly scheduled department and leadership meetings, huddles, and one-on-ones with Supervisor/Manger and passes information to the clerical team in a timely and effective manner. (5%)
Orders and maintains PAR levels for office supplies, encounter forms and other materials as needed. (5%)
Performs template maintenance: new provider template requests, schedule building, schedule changes. (5%)
Address customer service issues and uphold high level of customer service amongst clerical staff at all times. (5%)
Works with and under the direction of the Clerical Supervisor promotes positive interpersonal (customer) relationships with fellow employees, physicians, patients and visitors. Treats these individuals with courtesy, dignity, empathy and respect; consistently displays courteous and respectful verbal and non-verbal communications. (5%)
Works with and under the direction of Clerical Supervisor to set clear performance expectations for staff by developing job specific customer service expectations and behaviors for each position supervised. Communicates expectations to each employee and establishes the expectations related to job requirements and performance appraisal components. (5%)
Works with and under the direction of the Clerical Supervisor to evaluate ongoing competency and identifies training and staff development needs of employees and ensures appropriate training provided. (5%)
Works with and under the direction of the Clerical Supervisor to initiate formal/informal activities with employees to develop departmental cohesion and collegiality. (5%)
Works with and under the direction of the Clerical Supervisor to recognize positive behavior and contributions to the organization using praise, appreciation and rewards. (5%)
Works with and under the direction of the Clerical Supervisor to actively identify problems and opportunities for improvement; identifies appropriate solution and involves others in the implementation process. (5%)
Identifies and escalates system problems, environmental issues, and employee issues as appropriate, to the clerical supervisor and clinic leadership team. (5%)

Benefits

At Denver Health, we take care of the people who take care of our community. Our benefits are built to support your life, your family, and your future — with generous paid time off, fully paid parental leave, exceptional retirement contributions, comprehensive health coverage, and nationally recognized well-being programs. We invest in your growth through tuition assistance, career advancement pathways, and professional development — while also offering meaningful financial advantages through loan forgiveness eligibility and employer contributions. When you join Denver Health, you’re joining a mission-driven organization that invests in you.
Paid time off starting at 28 days per year, inclusive of vacation, personal/sick, and 7 Holidays
100% paid parental leave up to 6 weeks
Immediate eligibility for retirement plans with employer contribution up to 9.5%
Generous medical, dental, vision plans in addition to employer paid disability and life insurance.
Comprehensive well-being programs including on-site employee fitness center located on Denver Health main campus and nationally recognized RESTORE Center
Free RTD EcoPass (public transportation)
Childcare discount programs & exclusive perks on large brands, travel, and more
Tuition reimbursement & assistance
Education, coaching, and professional development opportunities through the Workforce Development Center (WFDC) that support internal career growth and advancement pathways
Professional clinical advancement program & shared governance
Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program
National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer