Pat Acc Prty Engmt Spec Lead

Emory Healthcare•Tucker, GA

2h•$23 - $28•Onsite

About The Position

The function of the Patient Access Priority Engagement Specialist, Lead is responsible for the coordination, communication, and training of the patient access teams for Emory Hospitals in conjunction with the training team. The Lead provides continuity during the initial and ongoing training of employees throughout the patient access teams for Emory Hospitals. Provides ongoing performance feedback, addresses problems to new and existing employees. Assists with departmental workflow as needed, ensures timely registrations by staff, and cross-trains in other Access Departments and Facilities. Maintains thorough understanding of insurance, registration, scheduling, referrals, authorizations, and account follow-up. Identifies, handles, and notifies leadership of issues and initiates appropriate action for resolution. Serves as point person for employee questions. Coordinates and/or leads team huddles, meetings and coordinates workflow. Reviews and monitors reports and identifies trends. Obtains demographic and insurance information for preregistration/registration on all patients. Schedules procedures/follow up appointments. Ensures and reviews all demographic data for hospital visits. Cross-trains in other Access Departments and Facilities. Schedules procedures/follow up appointments in Epic. Provides patients with exam information. Familiar with Advance Beneficiary Notice, precertification, ICD-10 coding, Medical Terminology. Communicates with Physician Offices, Staff, and other departments. Position requires self-motivated individual who can handle high patient volumes and fast pace. Maintains thorough understanding of insurance, registration, scheduling, referrals, authorizations, and account follow-up. Maintains knowledge of departmental applications and other systems utilized by Patient Access. Works cooperatively with the Patient Access Leadership, other patient access representatives and leadership from other departments. Performs other duties as assigned to meet the goals and objectives of Emory Healthcare. Lead, mentor, and support call center agents to ensure adherence to policies, procedures, and best practices. Handles complex patient inquiries and escalated calls, resolving issues with empathy and efficiency. Assist with onboarding and training sessions for new hires and ongoing training for current team members. Promotes skill-building and retention for current team members to increase sense of belonging. Foster a positive work environment through engagement, team-building activities and communication. Partner with supervisors and leadership team to implement process improvements and address operational challenges. Assist with maintaining key performance indicators (KPIs) such as call volume, average handling time and quality.

Requirements

A minimum of two years of experience in healthcare, customer service, or a related field required.
Working knowledge of medical terminology, ICD-9/10, and CPT-4 basics.
Strong attention to detail.
Effective communication skills.
Leadership abilities.
Proficiency in problem-solving.
Interpersonal skills.
Organizational skills.
Customer service skills.
Ability to manage multiple priorities.
Proficiency in scheduling and call center software.
Knowledge and proficiency in Patient Access call center duties and workflows.
Proficiency in scheduling all appointments.
Demonstrates knowledge of contact center operations.
Demonstrate leadership characteristics.
Familiar with Advance Beneficiary Notice, precertification, ICD-10 coding, Medical Terminology.

Nice To Haves

A Bachelors degree is preferred.
Leadership courses including an individual development plan (IDP).
Call center school (supervisor curriculum).

Responsibilities

Coordination, communication, and training of patient access teams.
Assisting supervisor/manager to define duties and responsibilities of staff, assigning work, monitoring progress, and ensuring timely completion of tasks.
Providing continuity during initial and ongoing training of employees.
Providing ongoing performance feedback and addressing problems for new and existing employees.
Assisting with departmental workflow, ensuring timely registrations, and cross-training in other Access Departments and Facilities.
Maintaining thorough understanding of insurance, registration, scheduling, referrals, authorizations, and account follow-up.
Identifying, handling, and notifying leadership of issues and initiating appropriate action for resolution.
Serving as the point person for employee questions.
Coordinating and/or leading team huddles and meetings, and coordinating workflow.
Reviewing and monitoring reports and identifying trends.
Obtaining demographic and insurance information for preregistration/registration on all patients.
Scheduling procedures/follow-up appointments.
Ensuring and reviewing all demographic data for hospital visits.
Scheduling procedures/follow-up appointments in Epic.
Providing patients with exam information.
Communicating with Physician Offices, Staff, and other departments.
Leading, mentoring, and supporting call center agents to ensure adherence to policies, procedures, and best practices.
Handling complex patient inquiries and escalated calls, resolving issues with empathy and efficiency.
Assisting with onboarding and training sessions for new hires and ongoing training for current team members.
Promoting skill-building and retention for current team members to increase sense of belonging.
Fostering a positive work environment through engagement, team-building activities and communication.
Partnering with supervisors and leadership team to implement process improvements and address operational challenges.
Assisting with maintaining key performance indicators (KPIs) such as call volume, average handling time and quality.