Patient Access Workleader

Cleveland Clinic•Slaton, TX

3d•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. Job Details Join Cleveland Clinic’s Mercy Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Officially becoming a full member of the Cleveland Clinic Health System in 2021, Mercy Hospital offers a wide variety of medical specialties to the communities in and around Stark County. Here, you will work alongside passionate and dedicated caregivers, 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 skill every day to provide exceptional experiences for patients and their families. As a Patient Access Workleader, you will function as the department lead within outpatient registration and the Emergency Department. Some of your daily responsibilities will include managing and correcting registration escalation issues, creating ED Zone schedules, coaching and training new caregivers, and performing patient registration functions. Helping to ensure the correct registration tasks are completed minimizes the need to perform service recovery and supports the team who interfaces with patients. This opportunity is a steppingstone into supervisory roles and could lead into other related avenues like auditing and revenue cycle. A caregiver in this position works nights from 7:00PM – 3:30AM or 6:30PM – 3:00AM, with holiday and weekend requirements.

Requirements

High School Diploma or GED
Four years of experience in a customer facing role with in-person or phone contact OR previous 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
Ability to communicate and exchange accurate information.
Ability to perform work in a stationary position for extended periods.
Ability to work with physical records or operate a computer or other office equipment.
In some locations, ability to travel throughout the hospital system.
In some locations ability to move up to 25 lbs.
Follows Standard Precautions using personal protective equipment as required.

Nice To Haves

Exposure to healthcare

Responsibilities

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.
Assist with and resolve patient inquiries or complaints.
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 or supervisor with the daily operational activities of patient access.
Rotate in the on-call coverage and covers call-offs within the department.
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.
Train caregivers and conduct performance evaluations.
Complete operational tasks, including staff schedules, working reports, performing compliance and denial audits, working reports, handling call offs, allocating work/resources and time and attendance entries.
Assist in the completion of departmental audits, reports and QA.
Handle coaching based on compliance metrics and oversee cashiering duties.
Provide registration and cash collection access in Epic.