Lead Patient Access Services-Nights

FLSA STATUS
Non-exempt

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
• Some college preferred

EXPERIENCE

• Four years of experience in patient access services relevant jobs such as registration, scheduling, insurance verification, etc.

SKILLS AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
• Ability to work independently and with peers in a team situation
• Capable of handling challenging/difficult procedures and situations
• Demonstrates sound judgment and executes above average patient access functional skills
• Possesses basic computer knowledge; operates multiple computer systems to include, Hospital Information Systems and Office software
• Exhibits strong interpersonal, teamwork and leadership skills with all levels of the healthcare team and assures delivery of excellent customer service to all patients, visitors, physicians, and co-workers
• Adapts to multiple ongoing priorities with minimal supervision, including organizing workflow and actively participating in problem-solving
• Conducts self in a professional manner at all times
• Strong analytical skills
• Demonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environment
• Demonstrates a positive demeanor, good verbal and written communication skills, and strong multi-tasking abilities
• Demonstrates professional handling of exposure to confidential/sensitive information
• Ability to work under pressure and balance many competing priorities
• Comprehensive knowledge of patient access protocols and hospital policies and procedures

• Promotes a positive work environment and leads the team to be dynamic and a focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the team by actively communicating and reporting pertinent information and data in a comprehensive manner.
• Serves as preceptor, mentor, and resource to less experienced staff. Orients, guides, and mentors team members to help build confidence and competency in skills, knowledge, and abilities for various department tasks. Role models to team members effective communication skills, assisting in their development of such skills. Coordinates staff schedules, as appropriate, to provide daily staff coverage to promote/maintain smooth department operations.
• Role models healthy work relationships such as mitigation of conflict, leading problem-solving and resolution efforts. Recommends initiatives to improve department scores for employee engagement.

SERVICE ESSENTIAL FUNCTIONS

• Coordinates and performs routine duties associated with department functions and services. Maintains timelines for follow up and prioritization of department projects and tasks. Prepares and shares regular reports on the changes, as appropriate.
• Performs the various patient access duties specific to the workgroup, i.e., registration, insurance verification, scheduling, etc., as assigned.
• Identifies/anticipates potential customer problems and resolves visitor and/or patient issues with highest level of customer service, professionalism, and compassion. Troubleshoots and resolves, as appropriate, patient/team member/system issues or errors. Serves as liaison between team members, management, physicians and their offices, insurance providers, and others, resolving routine matters for the assigned area/shift, escalating to management as needed.
• Monitors and adjusts activities/assignments to ensure optimum patient…