Lead Patient Access Representative - Full-Time - AVALA Hospital - RH459

Summary 

Under general supervision of the Manager, the lead is responsible for the coordination and supervision of the Registration staff across multiple areas. Plans organizes, supervises, patient access; oversees insurance verification, pre-registration, point of service collections. The Lead is responsible for enforcing policies and procedures, monitoring the accuracy of registration data, insurance benefits, and authorizations entered by associates, ensuring that proper patient experience protocols are followed and ensures patient satisfaction by consistently representing AVALA professionally while carrying out the responsibilities of the position.  The goal of this position is to ensure high quality service for patients and accuracy of authorization and patient demographic data. 

Essential Duties and Responsibilities

• Perform patient registration function when needed to ensure wait times are kept to a minimum
• The Lead participates in cross-training as needed to support multiple functions across all patient and payer types by assuring that all employees attend appropriate mandatory training annually
• Monitor the accuracy of the data entry of demographic and insurance information obtained by staff for patient registration. Investigate errors, suggest changes and/or implement solutions to encountered problems. Report statistical findings to Manager 
• Tracks common issues and provide training to staff to prevent the issue from reoccurring
• Ensure Manager is informed of any unusual and significant issues that may affect patient satisfaction, timeliness of services or reimbursement or general patient flow
• Assist with the development of quality audits and perform on a regular basis to promote quality and identify root causes of issues
• Follow up on patient complaints promptly, and notify Manager immediately 
• Other duties as assigned

Core Competencies

Action Orientation - Targets and achieves results, overcomes obstacles, accepts responsibility, establishes standards and responsibilities, creates a results-oriented environment, and follows through on actions.

Communications - Communicates well both verbally and in writing. Effectively conveys and shares information and ideas with others. Listens carefully and understands various viewpoints. Presents ideas clearly and concisely and understands relevant detail in presented information.

Creativity/Innovation - Generates novel ideas and develops or improves existing and new systems that challenge the status quo, takes risks, and encourages innovation.

Critical Judgment - Possesses the ability to define issues and focus on achieving workable solutions. Consistently does the right thing by performing with reliability.

Customer Orientation - Listens to customers, builds customer confidence, increases customer satisfaction, ensures commitments are met, sets appropriate customer expectations, and responds to customer needs.

Interpersonal Skills - Effectively and productively engages with others and establishes trust, credibility, and confidence with others.

Leadership - Motivates, empowers, inspires, collaborates with, and encourages others. Builds consensus when appropriate. Focuses team members on common goals.

Teamwork - Knows when and how to attract, develop, reward, and utilize teams to optimize results. Acts to build trust, inspire enthusiasm, encourage others, and help resolve conflicts and develop consensus in creating high-performance teams.

Professional Requirements

• Meets dress code standards and adheres to policy.
• Completes annual education requirements.
• Maintains regulatory requirements.
• Maintains patient confidentiality at all times.
• Reports to work on time and as scheduled, completes work within designated time.
• Wears identification while on duty, uses computerized punch time system correctly.
• Completes in-services and returns in a timely fashion.
• Attends annual review and department in-services, as scheduled.
• Attends staff meetings or reads and returns all monthly staff meeting minutes.
• Represents the organization in a positive and professional manner.
• Actively participates in performance improvement and continuous quality improvement (CQI) activities.
• Complies with all organizational policies regarding ethical business practices.
• Communicates the mission, ethics and goals of the hospital, as well as the focus statement of the department.
• Promotes professional growth of subordinates by sharing knowledge and/or directing them to sources if information appropriate to given situation. Utilizes journals, books, etc. to learn and/or improve new techniques and equipment.
• Assists other staff members in performing any duty that enhances the delivery of patient care.

Regulatory Requirements

• High school diploma.
• Two years or more experience.

Skills

• Ability to communicate effectively in English, both verbally and in writing.
• Basic computer knowledge.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires repetitive motions, standing, walking, bending, kneeling and stooping all day. The employee must frequently lift or move items weighing up to 20 pounds.