Patient Access Lead - FT, Days (8A-4:30P) - Stratford Outpatient

Thomas Jefferson University • Stratford, NJ

4d • Onsite

About The Position

This role provides day-to-day support to Patient Access Representatives, acting as a subject matter and technical expert. The lead ensures staff offer a positive patient experience, demonstrating effective communication and customer service skills with staff, patients, families, and leadership. Responsibilities include training and educating staff on accurate order entry, demographic and insurance information, including authorizations and referrals, and ensuring compliance with departmental and institutional protocols. The lead is also responsible for collecting out-of-pocket liabilities from patients.

Requirements

• High School Diploma or GED
• 3 years of patient registration experience
• Knowledge of patient registration, third-party insurance coverage including manage care plans, benefits, authorizations/referrals and coverage requirements
• Proficient with Computer and Microsoft Office skills and familiar with healthcare EHR applications i.e. EPIC, Cerner
• Demonstrates the ability to provide feedback and coaching
• Strong verbal and written communication and customer service skills

Nice To Haves

• Previous experience working in a physician’s office or hospital registration setting strongly preferred
• HFMA Certifications preferred

Responsibilities

• Provides day-to-day support to Patient Access Representatives.
• Acts as a subject matter and technical expert.
• Ensures that staff offer a positive patient experience to patients and families.
• Demonstrates effective communication and customer service skills when interacting with staff, patients, families, and leadership.
• Trains and educates staff to enter complete and accurate orders, demographic and insurance information including authorizations, referrals, medical necessity.
• Ensures staff’s compliance with departmental and institutional protocols including communicating and collecting out of pocket liability from patients.
• Ensures timely, efficient, and accurate registration processes are followed by staff.
• Keeps current on insurance tip sheets and workflow updates.
• Ensures regulatory and compliance requirements are met; complies with departmental and institutional protocols.
• Distributes work assignments, daily QA's a sample of registrations to ensure overall accuracy, provides feedback on deficiencies.
• Coaches and tracks for performance improvement, daily.
• Backfills for staff during meal breaks.
• Covers scheduled PTO /ETO or unscheduled absences, as needed.
• Trains all new hires to accurately record orders, demographic and insurance information including authorizations, referrals, medical necessity.
• Provides real-time coaching and feedback to staff on any workflow changes or quality errors.
• Achieves individual and team performance metrics.
• Interacts with a diverse patient base while ensuring door to doctor time is maintained according to departmental standard wait times.

Benefits

• medical (including prescription)
• supplemental insurance
• dental
• vision
• life and AD&D insurance
• short- and long-term disability
• flexible spending accounts
• retirement plans
• tuition assistance
• voluntary benefits
• tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service

What This Job Offers

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