Patient Access Lead

Mercyhealth Wisconsin and Illinois•Janesville, WI

2d•$23 - $35•Onsite

About The Position

The Patient Access Lead organizes work to achieve maximum efficiency, plans work assignments to meet deadlines and priorities, and monitors the quality of work by conducting audits of departmental outputs to ensure all associated processes are followed. This role monitors workqueues related to department functions, ensuring they are worked within established guidelines. The Lead also oversees petty cash, deposit pickups, and change requests, ensuring cash handling and compliance procedures are followed. They revise, develop, and implement policies and procedures to maintain proper workflow for Patient Access teams, and assist supervisors or managers in educating staff on changes pertinent to their roles. The Lead performs functions of assigned staff, acting as a subject matter expert for frontline access operations, and provides department orientation and coordinates training for new or established partners within the Patient Access team. They critically think about department operations and implement improvements, participate in process improvement activities, and make recommendations for new/revised policies, procedures, and workflows. This role considers impacts, anticipates barriers, and develops alternatives, collaborating and communicating with other departments to solve cross-departmental issues and conflicts. The Lead provides daily oversight of partner activities, offers input for performance evaluations, and conducts employee reviews, discussing findings and recommendations. When deficiencies are noted, they monitor employee performance to ensure corrective action is taken. They provide high-level service recovery to assist with follow-up on patient billing concerns/complaints, and coach/support Patient Access team members on analysis and decision-making methods and tools. Ongoing training sessions are conducted for employees related to Patient Access and front-end operations, and training needs are evaluated with staff registration as needed. The Lead approves the ordering of supplies, provides advice and consultation to employees concerning office objectives and policies, and reviews/updates educational material to ensure partners have current resources. Feedback is provided to outside departments related to Patient Access and Revenue Cycle policies and procedures, and department schedules, staff time off, and attendance are maintained, with payroll approval.

Requirements

Two years of patient access, revenue cycle or other healthcare experience required, with emphasis in access services, POS collections, registration, scheduling, insurance verifications/authorization or customer service preferred.
One year prior leadership related experience required.
Healthcare revenue cycle related certification or an equivalently designated certification approved by management required within 1 year.
Strong interpersonal/oral/communication skills
Analytical skills
Keyboard and typing skills
Ability to handle stress
Knowledge of PPM and STAR billing systems desirable
Microsoft Word and Excel experience desirable

Nice To Haves

High school diploma or equivalent preferred.
Associates degree in a business or healthcare field preferred.

Responsibilities

Organizes work to achieve maximum efficiency.
Plans work assignments to meet deadlines and priorities.
Monitors quality of work by conducting audits of departmental outputs and ensures all associated processes are followed.
Monitors and ensures that all workqueues related to department functions are worked within the established guidelines.
Monitors petty cash, deposit pickups and change requests and ensures that all cash handling and compliance procedures are being followed.
Revises, develops and implements policies and procedures to maintain proper workflow for Patient Access teams.
Assists supervisor or manager in educating staff of any changes pertinent to their roles.
Completely performs functions of the assigned staff and is a subject matter expert for frontline access operations.
Provides department orientation and coordinates training for all new or established partners within the Patient Access team.
Thinks critically about department operations and implements improvements.
Participates in process improvement activities and makes recommendations for new/revised policies, procedures and workflows.
Considers impacts and anticipates barriers and develops alternatives.
Collaborates and communicates with other departments to solve cross-departmental issues and conflicts.
Provides daily oversight of activities of partners and provides input to performance evaluations.
Conducts employee review with presenting and discussing pertinent review findings and recommendations.
When deficiencies are noted, monitors employee performance to assure that corrective action is taken.
Provides high level service recovery to assist with the follow up on patient billing concerns/complaints.
Coaches and supports Patient Access team members on analysis and decision-making methods and tools.
Conducts ongoing training sessions for employees related to Patient Access and front-end operations.
Evaluates training needs and registers staff as needed.
Approves ordering of supplies.
Provides advice and consultation to employees concerning office objectives and policies.
Reviews and updates educational material to ensure partners have current resources.
Provides feedback to outside departments related to Patient Access and Revenue Cycle policies and procedures.
Maintains department schedules, staff time off and attendance, approves payroll.