Lead Patient Access Representative

Job Summary

The Patient Access Team Lead is a working resource to the registration team and reports to the Patient Access Supervisor, Manager and/or Director. Responsibilities include registering patients, assigning tasks during shifts, monitoring the registration process and employee performance to ensure department standards and procedures are followed. The Team Lead assists in the insurance verification process, resolves any insurance issues by using the registration tools provided to the teams, including the IPAS QC application to identify and assign the correct plan codes.

The Team Lead serves as the primary contact to both internal and external customers during their assigned shift; is a SME “subject matter expert” in the hospital’s information system, various payor websites and computer systems utilized by Patient Access personnel; performs all registration functions and completes them to ensure all daily tasks are completed at the end of each shift.

In addition to the day-to-day tasks the PAR Team Lead is a trainer resource for the new hires, actively and consistently contributes to department operations and communications, behaves in a manner consistent with the mission, vision, and values of Pipeline Health, upholding standards of AIDET (Acknowledge, Introduce, Duration, Explanation, Thank you) patient communication.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

• Greet and register patients in a friendly and courteous manner.
• Verify insurance information and obtain necessary documentation.
• Collect co-payments and deductibles.
• Monitor the employee’s registrations to reduce ERRORS in the department and answer patient inquiries.
• Assist patients with understanding their billing statements.
• Manage the patient flow in the registration area to reduce wait times in the emergency department.
• Train and mentor other patient access representatives.
• Develop and assist implementing new procedures to improve efficiency.
• Maintain a positive and professional work environment.
• Resolve patient complaints and concerns.
• Answer telephone and email communications in a timely, courteous, and professional manner, transferring to the appropriate departments.
• Monitor key performance metrics and identify areas for improvement.
• Reports problems concerning staffing requirements, work methods, staff morale, etc. Coordinates with personnel of other departments regarding patient and/or staff related problems.
• Assist and or prepares the Department schedule, accepts sick calls as needed and modifies the schedule accordingly.
• When applicable is on-call, weekend and holiday coverage participation required as needed.
• Uses clear, concise, professional communication with coworkers, patients, all customers internal and external.
• Uses AIDET in interactions with patients and family members.
• Acts with a sense of urgency when performing tasks.
• Basic unit/department maintenance such as keeping files, drawers, cabinets free from unnecessary clutter.
• Reports on any equipment and or environmental issues for repair.
• Abides by EMTALA and HIPAA (Health Insurance Portability and Accountability Act) regulations.
• Speaks up to stop the line and escalates potential safety events if necessary.
• Completes and attends monthly training assigned.
• Other duties as assigned.

• Treats everyone as their customer; utilizes scripting and other tools to ensure consistency in customer service;
  Expresses recognition and shows appreciation to others; fully utilizes AIDET principles; responds quickly to handle requests, complaints, and questions; displays a positive attitude.
• Demonstrates the highest level of professionalism, passion and care when interacting with patients, families, physicians, and hospital staff members.
• Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential, embracing ingenuity to service our customers.

• Strong knowledge…