Patient Access Operations Coordinator Free-Standing ED

American Addiction Centers•Charlotte, NC

1d•Onsite

About The Position

This role oversees the daily operations of patient service areas within a Free-Standing Emergency Department to ensure departmental standards and efficiency are met. The coordinator is responsible for educating and updating staff on changes relevant to their roles, policies, and procedures. They will manage supplies by ordering within budget guidelines and departmental needs, assess staffing needs, and communicate requirements to leadership, ensuring compliance with personnel policies. The position involves providing leadership and support to patient services staff, including training, orientation, work direction, and performance input. Additionally, the coordinator will create and adjust staff schedules for optimal efficiency and patient throughput, assist with financial processes like point-of-service collections and cash reconciliation, and monitor department work queues. Support for HR functions such as interviewing, onboarding, staff development, and resolving employee concerns is also a key part of the role. Ensuring accurate patient registration, verifying insurance coverage, and maintaining regulatory compliance with HIPAA, EMTALA, and other required documentation are critical. The role also emphasizes delivering exceptional customer service to patients.

Requirements

High school diploma or GED.
Two years of experience in either Patient Access or any of the following related experience; general physician office support or billing office, insurance office, customer service/hospitality, or call center (any industry).
Demonstrates organizational values and behaviors, serving as a role model for Advocate Health’s purpose and standards.
Effective leadership and team-building skills, including delegation, motivating staff, managing priorities, and decision-making.
Strong communication and interpersonal abilities, capable of explaining policies, procedures, and financial responsibilities to staff and patients.
Analytical and problem-solving skills, including data collection and interpretation for operational improvements and planning.
Ability to thrive in high-pressure environments, multitasking, prioritizing, and meeting deadlines independently in fast-paced settings.
Exceptional attention to detail and accuracy, ensuring compliance and quality in all processes.
Outstanding customer service and service recovery skills, maintaining professionalism and empathy in diverse situations.
Technical proficiency with healthcare systems, including EPIC, insurance verification tools, patient liability estimation, Microsoft Office, and related technologies.
Knowledge of medical terminology, insurance processes, and regulatory compliance, including HIPAA and applicable state/federal requirements.
Ability to collaborate effectively with physicians, clinical teams, and patients, resolving issues and supporting patient care needs.

Nice To Haves

CPR certification may be required based on location.
Notary licensure/training may be required depending on service line or facility.

Responsibilities

Oversee daily operations of patient service areas to ensure departmental standards and efficiency are met.
Educate and update staff on changes relevant to their roles, policies, and procedures.
Manage supplies by ordering within budget guidelines and departmental needs.
Assess staffing needs and communicate requirements to leadership; ensure compliance with personnel policies.
Provide leadership and support to patient services staff, including training, orientation, work direction, and performance input.
Create and adjust staff schedules for optimal efficiency and patient throughput, including breaks, meetings, and peak volume coverage.
Assist with financial processes, including point-of-service collections, cash reconciliation, and bank deposits; monitor department work queues.
Support HR functions, such as interviewing, onboarding, staff development, and resolving employee concerns.
Ensure accurate patient registration, including demographic, insurance, and financial information; maintain HIPAA compliance and confidentiality.
Verify insurance coverage and financial responsibility, explain obligations to patients, and refer to Financial Advocates when needed.
Maintain regulatory compliance with HIPAA, EMTALA, Medicare notices, consent forms, and other required documentation; obtain signatures as needed.
Deliver exceptional customer service, including greeting patients, answering inquiries, scheduling appointments, coordinating assistance, and fostering a welcoming environment.

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program