Patient Access Services Team Lead

Wellstar Health System•Marietta, GA

About The Position

The Patient Access Services (PAS) Team Lead works under the direction of the PAS Supervisor and/or Manager and leads daily operations in assigned areas. The role supports appropriate staffing, problem-solving, customer service, adherence to policies and procedures, and monitoring and improvement of key performance indicators such as quality, collections, productivity, and patient satisfaction. The Team Lead may cover front-line shifts and assists the Supervisor and/or Manager with departmental responsibilities. The role also monitors wait times, completes monthly cash audits, assists with workqueues, supports staff with patient and physician concerns, and may attend meetings on behalf of the Supervisor or Manager when feasible. The Team Lead promotes a positive work environment, mentors and precepts staff, participates in department and system initiatives, and supports operational, quality, financial, and customer-service goals. Responsibilities include monitoring registration quality and productivity, training employees on new programs and updates, investigating account and denial issues, maintaining relevant workqueues, ordering supplies within budget, monitoring cash handling and point-of-service collections, and helping improve patient throughput and customer satisfaction. The role must comply with WellStar policies, standards of work, and code of conduct.

Requirements

High school diploma or GED; an associate degree is also listed as preferred.
At least one year of healthcare experience in Patient Access Services, Practice Operations, or Patient Financial Services; a bachelor's degree or higher may substitute for the experience requirement.
Within 120 days, hold one of the following certifications: CHAA, CPAR, CRCR, or CRCR-P; CRCR-P is provisional for 90 days.
Effective written and verbal communication skills, including the ability to communicate with different members of the healthcare team.
High attention to detail, self-direction, and a positive attitude.
Effective problem-solving and critical-thinking skills.
Typing or data-entry competency of at least 40 words per minute.
Cash handling and balancing skills.
Professionalism, effective communication, and active listening skills.
To serve as a primary preceptor and mentor: maintain the stated registration-accuracy standard based on an individual QA audit or Epic report, with a minimum of 10 accounts, during the past 12 months; maintain minimum productivity requirements; have no corrective disciplinary action during the past 12 months; be willing and able to precept new patient access personnel and students; and maintain required certifications by obtaining continuing education units and submitting them on time to the certifying board.

Nice To Haves

Working knowledge of patient registration systems.
Intermediate Microsoft Office Suite skills.
Epic experience.
An associate degree is listed as preferred.

Responsibilities

Lead daily operations in assigned areas and help ensure appropriate staffing for operational volumes.
Assist with problem solving and customer service issues, and ensure policies and procedures are followed.
Assist the PAS Supervisor and/or Manager with monitoring quality, collections, productivity, patient satisfaction, and other key performance indicators; help develop and implement action plans.
Cover open shifts and perform PAS Specialist duties as needed to support coverage.
Monitor wait times and complete monthly cash audits.
Assist with workqueues and coordinate daily responsibilities with other departments to support customer service when the Supervisor or Manager is absent.
Assist staff with patient and physician problems or complaints and attend meetings on behalf of the Supervisor or Manager when feasible.
Facilitate a positive work environment and support employee development, motivation, engagement, mentoring, and orientation of new patient access personnel and students.
Attend departmental, system-wide, and interdepartmental meetings as needed; participate in committees and special projects and represent the department and hospital.
Manage daily operational functions and collaborate with PAS Revenue Cycle leadership to develop and implement department goals, objectives, and action plans.
Maintain an orderly and clean work environment, inform management of dress-code noncompliance, and ensure the department has appropriate equipment and supplies.
Implement and train employees on new programs and updates; monitor and report quality and performance data, and work with the Supervisor to analyze results and make changes.
Investigate and resolve department and account issues, including denials; track and trend problems and implement changes and education as appropriate.
Monitor, maintain, and resolve accounts and DNB/denial, claim, patient, and other workqueues that affect the Revenue Cycle; participate in monthly denial resolution for the facility.
Order supplies within approved budgets, promote cost effectiveness, ensure adherence to financial policies and programs, and monitor, audit, and control cash funds.
Promote point-of-service collection policies and work with management to meet financial goals, maximize cash flow, and minimize wait times.
Monitor patient throughput and adjust staffing and processes as appropriate.
Resolve patient, physician, interdepartmental, and other customer issues in a timely and appropriate manner; contribute to customer-service teams and service recovery.
Monitor facility and area customer-service scores and work with management on action plans; maintain positive relationships with other departments.
Perform other duties as assigned and comply with WellStar policies, standards of work, and code of conduct.