Patient Access Workleader - Outpatient Admitting and Emergency Department

Cleveland Clinic•Stuart, FL

1d•Onsite

About The Position

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One. Join Cleveland Clinic’s Martin South Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. This 100-bed hospital provides top-quality patient care to the communities in and around Martin County. Here, you will work alongside passionate physicians, nurses and other caregivers in a family-oriented, supportive environment. 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 lead within Outpatient Admitting and the Emergency Department, supporting the department and management through daily coordination, delegation, education and coverage of work functions. You will be responsible for ensuring appointments are checked in promptly and addressing any issues that arise. This includes communicating delays to both staff and patients, helping to minimize potential concerns and maintain a smooth workflow. This is a high-volume area with direct patient contact, requiring strong leadership and organizational skills. Ultimately, all your efforts help us continue pushing the needle forward in healthcare across the globe. A caregiver in this position works days/evenings from 6:00AM – 3:30PM or 2:00PM – 10:30PM, with weekend requirements. Flexibility to meet the operational needs of the department and to provide coverage is required.

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 or Patient Access setting
Proficiency in Microsoft Office applications, including Word, Excel and Outlook

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 on 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.