PAS Team Lead

2810 Douglas Hospital, Inc.•Douglasville, GA

2d•Onsite

About The Position

The PAS Team Lead position functions under the direction of the PAS Supervisor and/or Manager. The position is responsible for leading the daily operations of their assigned areas, including ensuring appropriate staffing, assisting with problem solving and customer service issues, and ensuring policies and procedures are being followed. The position assists the PAS Supervisor and/or Manager with monitoring, maintaining and evaluating key performance indicators (including quality, collections, productivity, and patient satisfaction), and developing and implementing action plans for optimum performance. Works well with other team members to ensure all areas are staffed appropriate to volumes. The PAS Team Lead will often serve in a front line position, covering open shifts as appropriate. The position assists the PAS Supervisor and/or Manger with other duties as required to help ensure the efficiency of the department. Demonstrates professionalism, effective communication skills and active listening skills. Monitor wait times. Completes monthly cash audits. Assist with Workqueues. PAS Team Lead in handling daily responsibilities in conjunction with other departments. This offers better Customer Service to departments in the absence of the Supervisor/Manager. Assist staff with patient/doctor problems and/or complaints. Attend any meetings necessary on behalf of Supervisor/Manager when feasible. Core Responsibilities and Essential Functions: Leadership and Planning - Facilitates a positive work environment and assists with the development and motivation of employees. Attends departmental, system-wide and/or interdepartmental meetings as needed. Leads by example, assisting in projects, working as a positive team member, and rounding and mentoring of staff for optimal performance. Works to meet WellStar goals related to Employee Engagement. Maintains orderly and clean work environment, commensurate with the public expectations of a healthcare organization. Participates and represents the department and hospital committees and special projects and assumes accountability as appropriate. Participates in meeting the goals and objectives of the PAS department. Collaborates with PAS Revenue Cycle leadership to develop and implement goals, objectives and Action Plans for the department. Responsible for the ongoing management of daily operational functions of the department. Informs Management of non-compliance with WellStar/department dress code. Assures PAS has appropriate equipment and supplies to perform job duties. Assumes role of PAS Specialists to support coverage needs. PAS Team Leads serve as the primary department preceptors and mentors and as such must: Maintain a based on individual QA audit /or as reported by Epic (min. of 10 accounts) registration accuracy rate or higher in the past 12 months. Maintain minimum productivity requirements. Has no corrective disciplinary action during the past twelve (12) months. Willing and able to function as a preceptor in the orientation of new patient access personnel and students. Maintain required certifications by obtaining necessary CEUs and submitting timely to certifying board. Quality/ Safety - Implementation and training of new programs/updates to employees. Responsible for quality and performance monitoring and reporting. Compiles and distributes data from management reports in a timely and accurate manner. Works with Supervisor to analyze data to make changes as appropriate. Takes initiative to appropriately investigate and resolve department issues as they arise. Understands and enforces policies and procedures for assigned areas. Assists with investigating account issues, such as denials, tracking and trending problems, and implementing changes and education as appropriate. Assists with meeting all quality goals (i.e. patient throughput). Monitors, ensures maintenance and resolves of accounts, DNB/Denials, claim, patient, and other related Workqueues that impact the Revenue Cycle. Participates in monthly Denial resolution for respective facility. Ensures quality and drives resolution of initiatives which impact the overall health of the Revenue Cycle. Budget/Financial - Orders supplies for assigned areas in accordance to approved budgets. Exercises cost effectiveness to reduce budgeted expenses. Understands and ensures adherence to financial policies and programs. Monitors, audits and controls handling of cash funds. Monitors and encourages point of service collection policies. Works with management to meet all financial related goals. Collaborates effectively with department Managers to maximize cash flow and minimize wait times. Customer Service - Monitors patient throughput and adjusts staffing and processes as appropriate to ensure the most efficient patient throughput. Participates in customer service teams. Resolves patient, physician, interdepartmental and other customer issues in a timely and appropriate manner. Demonstrates ability to tactfully handle difficult situations through an approach that reflects consistency. Monitors facility and area customer service scores and works with management team on action plan. Maintains positive relationships with other department personnel. Pursues excellence in all areas related to customer service, including service recovery. Expected Performance, Behaviors and Results: The WellStar Experience (Must demonstrate a commitment to Service Excellence by): Creating first impressions, memorable moments and impressions that fulfill the expressed and unexpressed wishes and needs of patients and family members. Valuing patients and family members as partners in their care. Having world-class processes in place. Delivering high-touch care that is reliable, responsive and coordinated. Focusing on constant innovation and creating improvements. Celebrating our diversity with sensitivity and understanding. Embracing the idea that we are all owners of our health system. Performs other duties as assigned Complies with all WellStar Health System policies, standards of work, and code of conduct.

Requirements

High School Diploma General or GED General or Associates Other-Preferred
CHAA - Cert Healthcare Access Assoc or CPAR - Certified Patient Account Rep or CRCR - Certified Revenue Cycle Rep or CRCR-P - Certified Revenue Cycle Rep - Provisional (90 Days) within 120 Days
Minimum 1 year healthcare experience in Patient Access Services, Practice Operations, or Patient Financial Services Required
Bachelors degree or higher may substitute for experience Required
Effective communication skills (both written and verbal) with the ability to communicate with various members of the healthcare team.
High attention to detail, self-directed and a positive attitude are essential.
Effective problem solving and critical thinking skills.
Typing or data entry competency of at least 40 words/minute.
Cash handling and balancing.
Demonstrated professionalism, effective communication skills and active listening skills.

Nice To Haves

Working knowledge of patient registration systems and intermediate Microsoft Office Suite are preferred.
Epic experience preferred.

Responsibilities

Leading the daily operations of their assigned areas, including ensuring appropriate staffing, assisting with problem solving and customer service issues, and ensuring policies and procedures are being followed.
Monitoring, maintaining and evaluating key performance indicators (including quality, collections, productivity, and patient satisfaction), and developing and implementing action plans for optimum performance.
Ensuring all areas are staffed appropriate to volumes.
Serving in a front line position, covering open shifts as appropriate.
Assisting with other duties as required to help ensure the efficiency of the department.
Monitoring wait times.
Completing monthly cash audits.
Assisting with Workqueues.
Handling daily responsibilities in conjunction with other departments.
Assisting staff with patient/doctor problems and/or complaints.
Attending any meetings necessary on behalf of Supervisor/Manager when feasible.
Facilitating a positive work environment and assisting with the development and motivation of employees.
Attending departmental, system-wide and/or interdepartmental meetings as needed.
Leading by example, assisting in projects, working as a positive team member, and rounding and mentoring of staff for optimal performance.
Working to meet WellStar goals related to Employee Engagement.
Maintaining orderly and clean work environment, commensurate with the public expectations of a healthcare organization.
Participating and representing the department and hospital committees and special projects and assuming accountability as appropriate.
Participating in meeting the goals and objectives of the PAS department.
Collaborating with PAS Revenue Cycle leadership to develop and implement goals, objectives and Action Plans for the department.
Responsible for the ongoing management of daily operational functions of the department.
Informing Management of non-compliance with WellStar/department dress code.
Assuring PAS has appropriate equipment and supplies to perform job duties.
Assuming role of PAS Specialists to support coverage needs.
Serving as the primary department preceptors and mentors.
Maintaining a registration accuracy rate of at least 10 accounts or higher in the past 12 months.
Maintaining minimum productivity requirements.
Having no corrective disciplinary action during the past twelve (12) months.
Willing and able to function as a preceptor in the orientation of new patient access personnel and students.
Maintaining required certifications by obtaining necessary CEUs and submitting timely to certifying board.
Implementing and training employees on new programs/updates.
Responsible for quality and performance monitoring and reporting.
Compiling and distributing data from management reports in a timely and accurate manner.
Analyzing data with Supervisor to make changes as appropriate.
Taking initiative to appropriately investigate and resolve department issues as they arise.
Understanding and enforcing policies and procedures for assigned areas.
Assisting with investigating account issues, such as denials, tracking and trending problems, and implementing changes and education as appropriate.
Assisting with meeting all quality goals (i.e. patient throughput).
Monitoring, ensuring maintenance and resolving of accounts, DNB/Denials, claim, patient, and other related Workqueues that impact the Revenue Cycle.
Participating in monthly Denial resolution for respective facility.
Ensuring quality and driving resolution of initiatives which impact the overall health of the Revenue Cycle.
Ordering supplies for assigned areas in accordance to approved budgets.
Exercising cost effectiveness to reduce budgeted expenses.
Understanding and ensuring adherence to financial policies and programs.
Monitoring, auditing and controlling handling of cash funds.
Monitoring and encouraging point of service collection policies.
Working with management to meet all financial related goals.
Collaborating effectively with department Managers to maximize cash flow and minimize wait times.
Monitoring patient throughput and adjusting staffing and processes as appropriate to ensure the most efficient patient throughput.
Participating in customer service teams.
Resolving patient, physician, interdepartmental and other customer issues in a timely and appropriate manner.
Demonstrating ability to tactfully handle difficult situations through an approach that reflects consistency.
Monitoring facility and area customer service scores and working with management team on action plan.
Maintaining positive relationships with other department personnel.
Pursuing excellence in all areas related to customer service, including service recovery.
Performing other duties as assigned.
Complying with all WellStar Health System policies, standards of work, and code of conduct.