Patient Access Team Leader

AtlantiCare•Atlantic City, NJ

1d•Onsite

About The Position

The Patient Access Team Leader acts as a role model and resource for Patient Access staff. This role leads activities of a Patient Access site of service team. The Patient Access Team Leader serves as a technical expert and a resource for staff, patients, and visitors. The Team Leader maintains focus on essential activities of patient's arrival and visit and proactively takes steps to ensure the streamlining of activities. This position supports organizational goals by providing quality customer service, participating in performance improvement efforts and demonstrating commitment to teamwork and cooperation in accordance with the AtlantiCare Mission, Vision, and Values.

Requirements

High school diploma or equivalent required.
5+ years' or more experience in Healthcare registration or relevant customer service environment required.
Must be proficient in all requirements of Patient Access Associate I to IV.
Must be proficient with registration processes and procedures throughout the department.
Has a strong working knowledge of all online eligibility and precertification and eligibility tools and is able to train front line staff on their usage.
Ability to effectively communicate both orally and in writing sufficient to perform the essential functions; read, understand, and apply policies and guidelines; obtain information from a variety of sources is required.
Demonstrated knowledge of general computer, and data entry functions required.
Excellent communication, customer service, organizational and analytical skills required.
Ability to prioritize and manage multiple tasks simultaneously, and to effectively anticipate and respond to issues as needed in a dynamic work environment.
Ability to perform job duties in a high volume fast paced environment.
Candidates must continuously display professionalism, courtesy and respect to all customers that always mirror AtlantiCare's Values/Behaviors.
Candidate must have reliable transportation.
Must pass annual recertification with a score of 95% or above.
Maintains high accuracy rate A or above and established productivity rates for Key Performance Indicators (KPI) such as cash collections, wait and registration turnaround (TAT) times, pre-registration and registration productivity.
Maintains Certification through Litmos Revenue Cycle Certified Master or Healthcare Financial Management Association (HFMA) Certified Revenue Cycle Representative (CRCR).
If Patient Access Team Leader chooses HFMA CRCR, this certification must be renewed every two years.

Nice To Haves

Associate's Degree preferred or equivalent significant related work experience.
Bilingual preferred.

Responsibilities

Provides relief for Patient Access staff for vacation, sickness, leave, staffing shortages, and heavy work volume.
Maintains a liaison relationship with other Revenue Cycle departments to ensure ongoing performance improvement, regulatory compliance, and achievement of best practice targets.
Establishes effective working relationships with other ancillary departments, physicians, and their staff. Serves as single point of contact for initial communication and is the first stage of the escalation process to management.
Provides first level of response to physician, patient, visitor, and employee complaints related to patient access.
Leads the handling of the patient registration process, general admissions, financial clearance, and financial arrangements.
Oversees the verification of third-party payor accounts, pre-authorization, and pre-certification requirements.
Verifies diagnosis codes, completes medical necessity checks for Medicare, completes patient estimates, and provides consumer shopper comparisons.
Ensures accurate diagnosis entry for reimbursement using ICD-10 knowledge.
Acts as a customer service champion responsible for delivering great customer service and ensuring staff are delivering great customer service at each entry point throughout the health system.
Responsible for patient throughput, established wait times and turnaround (TAT) times along with aiding in the achievement of top box customer service scores for each respective Patient Access point of service site.
Assists in, and leads the day-to-day operations of their multiple areas/sites.
Responsible for patient flow and throughput.
Responsible for redeploying staff as needed to maintain work levels, productivity, wait times, and flow as well as assisting in the operations during high volume to maintain and provide the best customer experience.
Aids staff in ensuring department goals and initiatives are met in regard to established productivity rates, cash collection goals, and other KPIs established within the department.
Rotates weekends on call to provide leadership on weekends at the point of service sites.
Assists in handling call outs and finding staffing replacements using proper protocol to utilize pool staff optimally to keep OT at minimal levels.
Responsible for daily reconciliation of money from daily cash collections of Patient Access staff.
Assists in preparing the bank deposit daily and reports any discrepancies to the Manager/Supervisor.
Reviews daily audit reports and reports on performance statistics and productivity.
Assists staff with questions related to Patient Access workflows.
Identifies problems proactively for expedited resolution.
Aids in providing staff education and training and is responsible for motivating and orienting staff.
Provides guidance and mentoring of new/existing staff with daily work.
Assists with training and job shadowing for new staff and cross-training of current staff.
Proficient and actively working as a preceptor in two or more specific areas of Patient Access.
Responsible for training and precepting new hires upon onboarding.
Assists in monitoring individual staff performance including coaching, mentoring, training, providing constructive feedback and is an active participant in performance improvement efforts.
Provides feedback on daily registration processes and staffing issues to the Patient Access Supervisor.
Performs real time registration audits and QA checks to ensure staff performs at the level of quality needed in registration.
Assists leadership in the communication of new procedures and appropriately engaging staff participation and monitoring staff compliance.
Can independently perform all job duties based on department procedure and protocol.
Attends all recommended trainings and in-services and passes all competency tests associated with the in-services.
Responsible for passing any additional certifications that aid in the proficiency of their designated areas such as NJ Medicaid Presumptive Eligibility and Certified Application Counselor.
May be responsible for additional duties as assigned with respect to the Patient Access job scope.