Patient Access Lead

Healthcare Outcomes Performance Company • Phoenix, AZ

3d

About The Position

The Patient Access Lead Supports call center representatives to ensure optimum performance and patient care. Assists the Supervisor with process review, creating and maintaining materials to assist with scheduling, paging, and referral systems. Aids the scheduling team by being available on the Help Line to answer escalated questions and calls. The Lead Patient Access Lead may assume some supervisory responsibilities in the Supervisor’s absence. Healthcare Outcomes Performance Company is a vertically integrated musculoskeletal outcomes management company. HOPCo manages physician practices, hospital service lines, population health and value-based care programs, and musculoskeletal delivery networks.

Requirements

• High school diploma/GED required.
• A minimum of three years of experience in the healthcare field is required.
• Experience with Electronic Health Record systems or other software implementation training programs.
• Medical terminology, ICD, and CPT

Nice To Haves

• Bachelor's degree in Health Care, Education, or related field preferred.
• Previous call center or trainer/educator experience is preferred.

Responsibilities

• Opening/closing duties for the department while providing leadership direction.
• Receives questions or calls from scheduling agents and provides timely support for the agents and patients.
• Motivate and encourage agents through positive communication and immediate feedback.
• Monitor phone queues on a regular basis to ensure that the workloads are distributed evenly and to coach agents to improve performance.
• Assist the supervisor to ensure the department goals are being met specific to occupancy percentages, call wait times, abandonment rates, etc.
• Assist supervisors in researching, special assignments and resolving scheduling discrepancies in a timely manner.
• Attends department meetings as assigned. (Saturday meetings may be required)
• Other duties as assigned by Senior Management.
• Utilizes templates, scheduling assistants, and referral systems to schedule patient appointments.
• Obtain patient demographic information; update and confirms necessary information to allow processing of claims to insurance plans.
• Utilizes appropriate systems to page providers that are on call.
• Successfully processes referrals through the referral system, contacts patients to schedule appointments, and imports referrals/documents to patient’s chart.
• Answer and resolve all incoming calls and requests in a timely, accurate manner.
• Communicate with the leadership about potential patient concerns.

Benefits

• Competitive Health & Welfare Benefits
• Monthly $43 stipend to use toward ancillary benefits
• HSA with qualifying HDHP plans with company match
• 401k plan after 6 months of service with company match (Part-time employees included)
• Employee Assistance Program that is available 24/7 to provide support
• Employee Appreciation Days
• Employee Wellness Events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED