Patient Access Team Lead

Mercy Health System Corporation•Crystal Lake, IL

5h•Onsite

About The Position

The Patient Access Team Lead is responsible for organizing work to achieve maximum efficiency, planning work assignments to meet deadlines and priorities, and monitoring the quality of work through audits of departmental outputs. This role ensures all associated processes are followed, including monitoring workqueues, managing petty cash, deposit pickups, and change requests, and ensuring compliance with cash handling procedures. The Team Lead revises, develops, and implements policies and procedures to maintain proper workflow for Patient Access teams, assists supervisors in educating staff on changes, and performs all functions of assigned staff as a subject matter expert for frontline access operations. They provide department orientation, coordinate training for new and established partners, and critically think about department operations to implement improvements. This role participates in process improvement activities, makes recommendations for new/revised policies, procedures, and workflows, and considers impacts and develops alternatives. Collaboration and communication with other departments are key to solving cross-departmental issues. The Team Lead provides daily oversight of partner activities, contributes to performance evaluations, conducts employee reviews, and monitors performance to ensure corrective action is taken. They also provide high-level service recovery for patient billing concerns/complaints, coach team members on analysis and decision-making, and conduct ongoing training sessions. Evaluating training needs, approving supply orders, providing consultation to employees, and reviewing/updating educational materials are also part of the role. Feedback is provided to outside departments regarding Patient Access and Revenue Cycle policies, and the Team Lead maintains department schedules, staff time off, attendance, and approves payroll.

Requirements

Two years of patient access, revenue cycle or other healthcare experience required, with emphasis in access services, POS collections, registration, scheduling, insurance verifications/authorization or customer service preferred.
One year prior leadership related experience required.
Healthcare revenue cycle related certification or an equivalently designated certification approved by management required within 1 year.
Strong interpersonal/oral/communication skills
Analytical skills
Keyboard and typing skills
Ability to handle stress

Nice To Haves

High school diploma or equivalent preferred.
Associates degree in a business or healthcare field preferred.
Knowledge of PPM and STAR billing systems desirable
Microsoft Word and Excel experience desirable

Responsibilities

Organizes work to achieve maximum efficiency.
Plans work assignments to meet deadlines and priorities.
Monitors quality of work by conducting audits of departmental outputs and ensures all associated processes are followed.
Monitors and ensures that all workqueues related to department functions are worked within the established guidelines.
Monitors petty cash, deposit pickups and change requests and ensures that all cash handling and compliance procedures are being followed.
Revises, develops and implements policies and procedures to maintain proper workflow for Patient Access teams.
Assists supervisor or manager in educating staff of any changes pertinent to their roles.
Completely performs functions of the assigned staff and is a subject matter expert for frontline access operations.
Provides department orientation and coordinates training for all new or established partners within the Patient Access team.
Thinks critically about department operations and implements improvements.
Participates in process improvement activities and makes recommendations for new/revised policies, procedures and workflows.
Considers impacts and anticipates barriers and develops alternatives.
Collaborates and communicates with other departments to solve cross-departmental issues and conflicts.
Provides daily oversight of activities of partners and provides input to performance evaluations.
Conducts employee review with presenting and discussing pertinent review findings and recommendations.
When deficiencies are noted, monitors employee performance to assure that corrective action is taken.
Provides high level service recovery to assist with the follow up on patient billing concerns/complaints.
Coaches and supports Patient Access team members on analysis and decision-making methods and tools.
Conducts ongoing training sessions for employees related to Patient Access and front-end operations.
Evaluates training needs and registers staff as needed.
Approves ordering of supplies.
Provides advice and consultation to employees concerning office objectives and policies.
Reviews and updates educational material to ensure partners have current resources.
Provides feedback to outside departments related to Patient Access and Revenue Cycle policies and procedures.
Maintains department schedules, staff time off and attendance, approves payroll.