Patient Access Workleader

Cleveland Clinic

8d•Remote

About The Position

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will receive endless support and appreciation and build a rewarding career with one of the most respected healthcare organizations in the world. Whether or not you serve in a clinical role, every member of the Cleveland Clinic team is a caregiver. In our Finance division, caregivers use their knowledge and skills to create exceptional experiences for patients and their families. As a Patient Access Workleader, you will function as the department work lead while also performing the responsibilities of your assigned function, including recommending and executing complex policies and procedures in collaboration with the supervisor to ensure timely, accurate resolution of patient registrations. In this role, you will ensure appointments are checked in promptly and address any issues that arise, including communicating delays to staff and patients to minimize concerns and maintain a smooth workflow. This is a high-volume area with direct patient contact, requiring strong leadership, attention to detail, and organizational strength. Your efforts directly support our mission and help us continue pushing the needle forward in healthcare across the globe. A caregiver in this role works remotely from 8:00 a.m. – 4:30 p.m. Candidates must reside in OH and Florida to be considered for this position.

Requirements

High School Diploma or GED and four years of experience in a customer facing role with in-person or phone contact or work leader experience with demonstrated competence in personnel management OR an Associate’s Degree and three years of experience OR a Bachelor’s Degree and two years of experience
Basic PC software application knowledge and the ability to use multiple data systems
Demonstrated knowledge of medical terminology sufficient to understand physician orders OR completion of a course within one year of hire

Nice To Haves

Experience in a healthcare setting

Responsibilities

Function as the department work lead.
Recommend and execute complex policies and procedures with the supervisor to ensure timely and accurate patient registration resolution.
Provide general oversight and direction for caregivers to ensure daily operational support.
Rotate to different locations/hospitals based on staffing needs.
Identify and utilize appropriate reports to contact insurance payers for resolution of accounts with registration issues with a minimal need to escalate issues internally.
Recommend and provide input to execute Patient Access programs according to changes in insurance regulations and data obtained from various departments and physicians regarding issues including registration.
Assist the site manager and supervisor with the daily operational activities of patient access.
Participate in committees in an engaging manner as a subject matter expert on processes within the department.
Independently staff all patient access areas at any facility, including front desk, admitting office, ER registration and cashier.
Recommend and facilitate exceptional Patients First communication for each patient encounter during their registration.
Identify patient registration issues and resolve or initiate necessary follow up.
Implement service recovery efforts as appropriate.
Train caregivers, conduct performance evaluations and complete special projects and assignments.
Complete operational tasks, including staff schedules, working reports, performing compliance and denial audits, handling call offs, allocating work/resources and time and attendance entries.
Handle coaching based on compliance metrics and oversee cashiering duties as necessary.
Provide registration and cash collection access in Epic.
Coordinate resources for daily assignments and work schedules to provide coverage for employee Paid Time Off (PTO) and key activities.