Patient Access Lead

Mercy Health System Corporation•Janesville, WI

8h•Onsite

About The Position

The Patient Access Lead organizes work to achieve maximum efficiency, plans assignments to meet deadlines and priorities, and monitors the quality of work through audits. This role ensures departmental processes are followed, workqueues are managed within guidelines, and cash handling and compliance procedures are adhered to. The Lead revises, develops, and implements policies and procedures to maintain proper workflow for Patient Access teams, assists with staff education on changes, and performs frontline access operations as a subject matter expert. They provide department orientation and coordinate training for new and existing team members, critically evaluate department operations for improvements, and participate in process improvement activities. This role collaborates with other departments to resolve cross-departmental issues, provides daily oversight of team activities, and contributes to performance evaluations. Additionally, the Lead handles employee reviews, monitors performance for corrective action, provides high-level service recovery for patient billing concerns, and coaches team members on analysis and decision-making. They conduct ongoing training, evaluate training needs, approve supply orders, and provide consultation to employees. The Lead also reviews and updates educational materials and provides feedback to outside departments regarding Patient Access and Revenue Cycle policies.

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.