Patient Access Team Lead

UnitedHealth Group•Waukesha, WI

2d•$20 - $36•Onsite

About The Position

The Patient Access Team Lead supports patient registration, scheduling, insurance and referral coordination, billing-related activities, and administrative operations in a medical office setting. The role verifies patient insurance coverage and eligibility; updates patient records; collects and posts payments; manages encounter forms, schedules, referrals, patient messages, and charts; and responds to patient questions and requests. The position provides guidance to departmental personnel, trains new employees, and helps ensure administrative policies and procedures are followed. The role is based at Waukesha Memorial Hospital and occasionally travels to Oconomowoc Memorial Hospital. Hours are Monday through Friday between 6:45 a.m. and 5:00 p.m.

Requirements

High school diploma or GED.
At least 2 years of hospital, patient registration, and/or clinic experience.
Superior customer service skills, including the ability to multitask and resolve patient concerns in a timely manner.
Ability to think critically and exercise sound judgment.
Excellent communication, interpersonal, and organizational skills.
Regular, reliable, and predictable attendance.

Nice To Haves

EPIC experience.
Additional specialized medical secretarial or medical office training.
Familiarity with software applications such as Microsoft Word, Outlook, and Excel.

Responsibilities

Verify, re-verify, and authorize patient insurance coverage and eligibility using computer-based registration and scheduling systems.
Verify and update demographic, insurance, and other patient information.
Confirm, collect, and post patient copayments and outstanding balances.
Generate, track, review, and batch patient encounter forms; resolve discrepancies and submit forms to the appropriate billing area.
Maintain records and make daily cash deposits as assigned.
Receive and address patient-care-related telephone calls; provide routine information and refer matters to the appropriate person.
Identify priority issues and respond to emergency needs by contacting or interrupting a physician or provider within established guidelines.
Resolve patient questions about clinic schedules and billing; handle prescription refill requests, appointment rescheduling, and related requests.
Document information in the computer system and prepare patient charts, ensuring they are complete for appointments.
Update and maintain the Telephone Message System, follow through on requests, and distribute messages to appropriate providers or others.
Enter new referrals or link existing referral numbers in the system to meet managed care requirements.
Educate patients about managed care plans and the referral process, answer referral questions, and explain available options.
Coordinate outgoing referrals with primary care practices, patients, and specialty practices before scheduled visits; follow up when referrals are not issued or obtained promptly.
Complete and maintain patient schedules; schedule and coordinate inpatient and outpatient visits and procedures; communicate appointment information to patients.
Notify providers, patients, and others about scheduling changes, rescheduling, no-shows, emergency appointments, and add-ons.
Maintain recall lists and communicate with patients as appropriate.
Escort patients to examination rooms and chaperone patients as required.
Process standard and non-standard business office paperwork as needed, and follow up with personnel outside the medical office to expedite action or report delays.
Provide guidance to departmental personnel on medical-office administrative policies and procedures.
Comply with health and safety requirements, regulatory requirements, and departmental policies, procedures, and objectives.
Support professional growth and development through educational programs, seminars, and attendance at required or directed meetings, conferences, and seminars.
Maintain regular, reliable, and predictable attendance; perform other similar duties as required or directed.
Run reports as needed.
Conduct training with new employees.

Benefits

Paid Time Off accrued beginning with the first pay period.
8 paid holidays.
Medical plan options.
Health Spending Account or Health Savings Account participation.
Dental insurance.
Vision insurance.
Life and AD&D insurance.
Short-term disability coverage.
Long-term disability coverage.
401(k) savings plan.
Employee Stock Purchase Plan.
Education reimbursement.
Employee discounts.
Employee Assistance Program.
Employee Referral Bonus Program.
Voluntary benefits, including pet insurance, legal insurance, and long-term care insurance.
Performance rewards and incentive and recognition programs.
Equity stock purchase and 401(k) contribution, subject to eligibility requirements.
$2,000 sign-on bonus for eligible external applicants.