Lead Patient Representative - Preregistration Call Center

Bronson Healthcare

23d•Onsite

About The Position

This position monitors the day-to-day operations of the Patient Access Central Registration Team. Utilizes leadership skills to support staff, solve problems, and make decisions. Leads and coordinates education of the preregistration staff. Oversees the quality and quantity of workflow to ensure completion of work assignments.

Requirements

High school diploma or GED.
Knowledge of medical terminology, and CPT, ICD-10 coding.
Must have excellent computer skills (i.e. Microsoft Office, Medic).
Demonstrate the ability to facilitate a team and be a team member.
Demonstrate the ability to identify opportunities for improvement.
Problem-solving skills to critically analyze data and recommend alternative plan of action.
Must have excellent verbal and written communication skills.
Ability to maintain positive customer service.
Ability to establish effective working relations with office staff and employees in a team environment.
Must maintain the highest level of confidentiality.
Effective prioritization skills and ability to manage time independently.
Works in a clean, well-lighted, and temperature controlled smoke-free environment.
May require periodic travel to other Bronson locations.
Work which produces levels of mental/visual fatigue which are typical of jobs that perform a wide variety of duties with frequent and significant uncontrollable deadlines.
Work may include the operation of and full attention to a personal computer or CRT up to 40 percent of the time.
Involves considerable standing or walking, regular lifting of light-weight objects (i.e., 20 pounds or less) and assisting with heavier tasks such as assisting in lifting and moving patients.
Minor straining or fatiguing positions must be assumed, and some fatiguing physical motions are required.
Within 18 months of employment, must be registered to take the Certified Healthcare Access Associate (CHAA) certification through National Association of Healthcare Access Management (NAHAM), and required to obtain within 24 months of hire, plus maintain certification during employment.
Primary source verification can take up to two months after the CHAA exam from NAHAM. Verification from the Bronson Preceptor for the CHAA can provide the preliminary document of pass or fail. Passing the CHAA will allow them a two month grace on the schedule until primary source can be verified. Please reference the CHAA Certification Standard Operating Procedure (SOP).

Nice To Haves

Prefer previous referral experience.
Prior Epic experience helpful.

Responsibilities

Orient, train, and provides education for staff related to scheduling and registration processes, testing prior authorization procedures and processes, and management of work queues.
Acts as a subject matter expert for the organization by providing guidance.
Facilitates the resolution of problematic situations and informs appropriate leadership of action taken.
Utilizes numerous computer programs including Epic, On Base, Right Fax, Trace, Experian OneSource
Facilitate staff access to payor specific sites needed
Knowledge of revenue cycle components and his/her role in the ability to impact the overall process.
Review reports (productivity and quality)
Verification of health plans and authorization for services.
Identify and address areas of improvement in scheduling and registration processes and provide recommendations to improve procedures; enhance workflows
Monitors work volume, efficiency standards and other management concern for areas of responsibility.
Make recommendations for changes when necessary
Provide suggestions and give input into both short and long term departmental plan.
Work with leadership to establish and monitor personal and department goals/plans.
Responsible for making recommendations to leadership regarding items that affect budget such as increase or decrease staffing needs, equipment and supply purchases and overtime usage
Work closely with Patient Access Leadership, staff and IT to ensure understanding of the scheduling and registration processes and responsibilities