Patient Access Representative Lead

Overview

1.0 FTE Full time Rotating - 08 Hour R2652976 Onsite  Rev Cycle Admitting PAS Finance & Revenue Cycle PALO ALTO, 900 Blake Wilbur Dr, California

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Rotating - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview

The Patient Access Services job is responsible for completing patient admissions/registration functions. Identifies patients' insurance coverage or existing financial resources to pay for medical care and services. Handles routine and complex customer service inquiries and concerns with immediate escalation to a manager as necessary. Processes necessary admission/registration paperwork and obtains necessary documents for billing and compliance requirements. The PAR Lead position is intended as an expert-level position for individuals with a diverse background and is a subject matter expert in patient admitting/registration.

This position requires an advanced working knowledge of reimbursement requirements of healthcare payers to include understanding in: insurance benefits, worker's compensation, commercial/government payors. It is expected that individuals in this level will sustain the necessary job skills, leadership skills, knowledge, and other qualifications through on-the-job and/or formal training to adhere to the requirements of the Lead Patient Access Services Representative role.

Locations

Stanford Health Care

• Assures secure handling and accurate recording of payments collected at the point-of-service delivery.
• Applies customer service and health care coverage experience to assist a broad range of clients, patients and families as it relates to admitting/registration activities.
• Role models and upholds PAS standards at all times and provides constructive feedback to peers as necessary.
• In addition to handling routine/simple patient escalations and perform service recovery, a lead assists with complex patient admitting/registration, service escalations.
• Ability to troubleshoot/escalate complex registration workflows.
• Expert in all Patient Access Services registration workflows.
• Leads projects of moderate/advanced scope.
• Leads team meetings, and mentors’ peers of all levels.
• Acts as a liaison between leadership and staff as necessary.
• Full understanding and ability to speak to departmental goals/metrics, key performance indicators, and other strategic initiatives.
• Draft and reports key performance indicators and other PAS metrics.
• Assists the department with system testing for validation of end user functionality of various applications.
• Performs quality reviews and can provide feedback to staff and manager as appropriate.
• Provide assistance with reviewing the monthly staffing schedule.
• Provides assistance with day to day operation coverage needs. Flexibility with covering any areas of operation as necessary.
• A role model of patient centric care.
• Takes an active, lead role in Patient Access Services initiatives related to; employee engagement, patient centric customer service, information technology enhancements, and revenue cycle functions.
• The specific job duties will be comprised of a combination of responsibilities from among the various areas of PAS operations including:
• On-site, Off-site, Financial Counseling and Emergency Department Registration.
• Consistently demonstrates leadership qualities throughout their career within PAS.
• Demonstrates trustworthiness, accountability and sound decision making.
• Coordinates patient care with multiple clinical partners within and outside of Stanford Healthcare.
• Greets patients and begins the registration process. Maintains professional communication with various PAS staff, medical center staff, physicians, guests, and patients regarding the admitting/registration services rendered at Stanford Medical Center. Communication may consist of telephone correspondence, email, or in person contact.
• Meets weekly individual productivity and key performance indicators and standards while following planned priorities as set by the department leadership team.
• Provides excellent customer service to all individuals with whom the employee has contact.
• The specific job duties will be comprised of a combination of responsibilities for all areas of Patient Access Service operations.

• High school diploma or GED equivalent.

• Five (5) years of progressively responsible and directly related work experience.

• Language:
  Bilingual preferred (English and Spanish).
• Technology & Applications:
  Demonstrates proficiency as applicable with Epic, insurance websites, POS payment systems, web-based screening tools.
• Knowledge and understanding of Microsoft applications (Word, Excel, PowerPoint).
• Industry Knowledge:
  Strong knowledge of medical terminology, eligibility and enrollment requirements for…