Lead, Patient Access

VARIETY CARE INC•Oklahoma City, OK

4d•Onsite

About The Position

The Lead, Patient Access trains and mentors Patient Access team members, helps ensure department workflows and standard operational and clinical protocols are used effectively, and leads a small team in improving communication, support, and call performance benchmarks. The role also provides patient-facing service by answering calls promptly, facilitating appointments, collecting required patient information and documentation, and following operational and clinical guidelines. The Lead serves as a resource for team members and helps coordinate with clinical teams, triage, and Practice Administrators. The position provides coaching and feedback, supports staff with customer service concerns, troubleshoots day-to-day work issues, and provides backup and overflow coverage when requested by Patient Access Supervisors. It also supports Variety Care’s accreditation as a Patient Centered Medical Home and its goals of improving care experience and health outcomes while reducing costs.

Requirements

High school diploma or GED.
Expert and proven performance in EPIC scheduling practices and performance metrics.
Solid results from department audits.
Experience in leadership, training new hires, and coaching team members on performance improvement.
Understanding of the PSR role and registration process.
Familiarity with Medicaid rules and regulations.
Expert organizational skills and the ability to concentrate and prioritize work in an active environment.
At least one year of Patient Access Specialist or call center experience handling high-volume calls, or recognition by the Patient Access Supervisor for performance excellence.
Experience identifying potential workflow problems and areas for improvement.
Experience leading a team and working with peers to improve and achieve performance goals.
Complete Variety Care leadership training within one year of hire.
Ability to lift 25 pounds and sit for long periods.
Good verbal communication and listening skills, critical thinking, and a pleasant, professional demeanor.
Demonstrated personal character, integrity, adaptability, sound judgment, and open and honest communication.

Nice To Haves

Bilingual in English and Spanish.

Responsibilities

Mentor and lead team members in using standard operational and clinical protocols; provide daily feedback and ongoing coaching.
Model the Show & Tell Training Method and train new Patient Access department hires, reporting training progress to Patient Access Supervisors.
Lead a small team to enhance communication, provide support, and improve call benchmarks.
Answer incoming telephone calls promptly and professionally as a first point of contact for the VC health center; facilitate appointments and assist patients.
Obtain accurate, required patient information and documentation during calls.
Support staff in resolving customer service complaints and patient needs; handle patient or specialty complaints and seek manager assistance when needed.
Serve as a resource for team members and coordinate with clinical teams, triage, and Practice Administrators to improve communication and collaboration.
Meet or exceed individual Patient Access performance measures and lead the team in improving its benchmarks.
Troubleshoot day-to-day work-related issues and provide feedback to the Supervisor.
Attend leadership training and meetings for performance enhancement.
Follow HIPAA guidelines and OCHS privacy policies and procedures.
Ensure office equipment is in good working order and notify appropriate staff when problems arise.
Provide backup and overflow coverage as requested by Patient Access Supervisors.
Support Variety Care’s Patient Centered Medical Home accreditation and work with staff toward the Triple Aim goals of improving care experience, improving health outcomes, and decreasing healthcare costs.
Perform other duties as assigned.