Patient Access Representative Lead

Stanford Health Care • Redwood City, CA

40d • $37 - $42 • Onsite

About The Position

The Patient Access Services job is responsible for completing patient admissions/registration functions. Identifies patients' insurance coverage or existing financial resources to pay for medical care and services. Handles routine and complex customer service inquiries and concerns with immediate escalation to a manager as necessary.

Processes necessary admission/registration paperwork and obtains necessary documents for billing and compliance requirements. The PAR Lead position is intended as an expert-level position for individuals with a diverse background and is a subject matter expert in patient admitting/registration. This position requires an advanced working knowledge of reimbursement requirements of healthcare payers to include understanding in: insurance benefits, worker's compensation, commercial/government payors. It is expected that individuals in this level will sustain the necessary job skills, leadership skills, knowledge, and other qualifications through on-the-job and/or formal training to adhere to the requirements of the Lead Patient Access Services Representative role.

Requirements

• High school diploma or GED equivalent.
• Five (5) years of progressively responsible and directly related work experience.
• Bilingual preferred (English and Spanish).
• Demonstrates proficiency as applicable with Epic, insurance websites, POS payment systems, web-based screening tools.
• Knowledge and understanding of Microsoft applications (Word, Excel, PowerPoint).
• Strong knowledge of medical terminology, eligibility and enrollment requirements for Medicare, Medi-Cal, Workers’ Comp, Managed Care (HMO, PPO, POS, etc.), Children's Health Programs (CCS, GHPP, Healthy Families, etc.).
• Experience resolving patient registration issues.
• Prior experience speaking and writing effectively to patients and staff at all levels of the organization.
• Must be able to function in a dynamic environment with excellent critical thinking skills and possess the ability to appropriately handle complexity and stress within the changing needs of the patients, families and the health system.
• Ability to multi-task with attention to detail.
• Ability to complete work efficiently and problem solve independently.
• Ability to work well in a team environment.

Nice To Haves

• Bilingual preferred (English and Spanish).

Responsibilities

• Assures secure handling and accurate recording of payments collected at the point-of-service delivery.
• Applies customer service and health care coverage experience to assist a broad range of clients, patients and families as it relates to admitting/registration activities.
• Role models and upholds PAS standards at all times and provides constructive feedback to peers as necessary.
• In addition to handling routine/simple patient escalations and perform service recovery, a lead assists with complex patient admitting/registration, service escalations.
• Ability to troubleshoot/escalate complex registration workflows.
• Expert in all Patient Access Services registration workflows.
• Leads projects of moderate/advanced scope.
• Leads team meetings, and mentors’ peers of all levels.
• Acts as a liaison between leadership and staff as necessary.
• Full understanding and ability to speak to departmental goals/metrics, key performance indicators, and other strategic initiatives.
• Draft and reports key performance indicators and other PAS metrics.
• Assists the department with system testing for validation of end user functionality of various applications.
• Performs quality reviews and can provide feedback to staff and manager as appropriate.
• Provide assistance with reviewing the monthly staffing schedule.
• Provides assistance with day to day operation coverage needs. Flexibility with covering any areas of operation as necessary.
• A role model of patient centric care.
• Takes an active, lead role in Patient Access Services initiatives related to; employee engagement, patient centric customer service, information technology enhancements, and revenue cycle functions.
• The specific job duties will be comprised of a combination of responsibilities from among the various areas of PAS operations including: On-site, Off-site, Financial Counseling and Emergency Department Registration.
• Consistently demonstrates leadership qualities throughout their career within PAS.
• Demonstrates trustworthiness, accountability and sound decision making.
• Coordinates patient care with multiple clinical partners within and outside of Stanford Healthcare.
• Greets patients and begins the registration process. Maintains professional communication with various PAS staff, medical center staff, physicians, guests, and patients regarding the admitting/registration services rendered at Stanford Medical Center. Communication may consist of telephone correspondence, email, or in person contact.
• Meets weekly individual productivity and key performance indicators and standards while following planned priorities as set by the department leadership team.
• Provides excellent customer service to all individuals with whom the employee has contact.
• The specific job duties will be comprised of a combination of responsibilities for all areas of Patient Access Service operations.

Benefits

• Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.
• You will do this by executing against our three experience pillars, from the patient and family’s perspective: Know Me: Anticipate my needs and status to deliver effective care Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health Coordinate for Me: Own the complexity of my care through coordination

What This Job Offers

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