Patient Support Lead-Patient Access
About The Position
The Patient Support Lead provides day-to-day leadership and support for Patient Access operations within the Emergency Department. This role serves as a resource for Patient Access team members while supporting timely, accurate, and compassionate registration services for patients and families in a fast-paced emergency care environment. The Patient Support Lead helps promote efficient workflows, exceptional customer service, and accurate collection of patient information while assisting staff with questions, workflow concerns, and escalated patient situations. This position works closely with clinical staff and department leadership to help ensure patients experience a smooth and professional registration process from arrival through completion of Patient Access activities.
Requirements
- High school or equivalent
- Two to three years of healthcare experience in ambulatory or hospital setting with significant provider interaction
- Familiarity with ICD10, CPT and Medical Terminology
- Two to three years of customer service application in any setting
- EMR/EHR experience preferred
- Must pass EPIC competency for Registration at completion of Epic Clerical Training class
- Requires general knowledge of the customer encounter process which may include scheduling, registration, contract requirements, financial guidelines, coordination of services and billing process in terms of what and how work is to be done as well as why it is done.
- Has demonstrated ability to train staff, understanding different training methods and is able to adjust training method to suit the learner.
- Strong communication skill set verbal and written.
- Demonstrated strong keyboarding skills, ensuring efficient data entry and documentation.
- Knowledge in Microsoft Office Products.
- Pass EPIC proficiency test required with a 85% score at completion of the Epic Training class.
- Candidates must be at least 18 years of age at the time of hire
Responsibilities
- Oversee the daily operations for departments within the patient access department.
- Partner closely with supervisors to provide leadership coverage and presence to the registration staff on weekends.
- Ensure effective operations by organizing workload, scheduling of staff lunches and breaks, monitoring work ques to ensure work is completed.
- Order Supplies for the departments and make sure forms are stocked.
- Provides training and education to new staff.
- Cross training between all patient access departments, travels to other facilities in CDS to provide coverage.
- Participates in Quality Assurance reviews to ensure integrity of patient data information.
- Utilizes department and hospital policies and procedures to complete assigned tasks.
- Uses effective service recovery skills to solve problems or service breakdowns when the occur.
- Provides exceptional customer service to patients to establish a positive first impression.
- Covers open shifts when needed.
- EPIC subject matter expert to answer employee question.
- Works in high stress environment- emergency room
- Maintains work queues to ensure accounts are completed and removed from DNB.
Benefits
- medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.
- Presbyterian's Employee Wellness rewards program is designed to provide you with engaging opportunities to enhance your health and activate your well-being. Earn gift cards and more by taking an active role in our personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
