Patient Access Team Lead - Patient Access

Kettering Health•Troy, OH

17h•Onsite

About The Position

The Patient Access Team Lead provides superior quality, competitive value, outstanding customer service, and ensure most efficient processes are followed to meet regulatory requirements and to meet industry standards for Patient Access, along with meeting and exceeding goals established by KH. And performs other duties as assigned.

Requirements

Minimum EducationHigh School Diploma or equivalent required
Minimum Work Experience1 year customer service experience preferred
Ability to demonstrate competency in working in teams and ability to effectively communicate at all levels.
Ability to work independently with minimal supervisor.
Ability to work under pressure and handle multiple tasks simultaneously.
Proficiency in using computer software, i.e. EPIC, excel, Microsoft word, and email

Responsibilities

Ensures excellent customer service skills among all patient access staff.
Responsible for assisting Coordinator/Supervisor/Manager in various facets of Patient Access services.
Emphasizes high level of patient satisfaction, being sensitive to all standards of performance and KH Standards of Behavior.
Assists Coordinator/Supervisor/Manager to maintain a competent, highly trained staff and ensure a high level of accuracy and completeness from scheduling, pre-registration, financial clearance process, through discharge.
Serves as a subject matter expert in problem identification and solving and effectively interacts with ancillary departments, patients, physicians, patient financial services, case management, and their staff. The responsibility for this department is on a 24-hour basis.
Understands all regulatory agency requirements (i.e. Joint Commission, HFAP, HIPPA, EMTALA, OIG, and CMS etc.) and ensures deployment and compliance of regulatory requirements to staff.
Assists Coordinator/Supervisor/Manager in maintaining proper staffing structure for appropriate oversight of access system operations for all positions needed.
Provides mentorship to employees that require coaching and training to ensure for the desired performance.
Works alongside Coordinator/Supervisor/Manager to ensure strong communication exists between the other ancillary departments’ leaders.
Maintaining Kettering Health Network goals of scheduling, registration accuracy, insurance verification, pre-registration, pre-certification, up-front collections, and other healthcare industry standards or trends in which Patient Access Services metrics of measurement are based.
Acts as a resource for retraining on any system upgrades or enhancements.
Understanding of general safety, fire safety, equipment management, hazardous materials, right-to-know, disaster plan, universal precautions and infection control.
Maintains a status of subject matter expert for all things Patient Access including but not limited to Workflow and Work Queue Management.
Understands a basic level of the department budget and daily operations processes.
Follows job safety requirements. Reports accidents or incidents within 24 hours of occurrence to immediate supervisor.
Assist the Coordinator/Supervisor/Manager in all duties as assigned and keeps the Coordinator/Supervisor/Manager informed of issues.
Performs all other duties as needed and assigned by Coordinator/Supervisor/Manager.