Lead Patient Access Advocate

Job Description

The Lead Patient Access Advocate displays leadership skills to lead a wide range of duties in support of Patient Access Team efficiencies, which may include but are not limited to: driving team performance accountability, leading patient access team daily operations, and collaborating with others in process and operational excellence.

This role is responsible for providing feedback on daily registration processes and staffing issues to leadership. They provide assistance to the Patient Access team as necessary to ensure compliance with department policies and procedures. They assist leadership as necessary with staffing, report reconciliation, and other duties as assigned.

In this position, it is imperative to be able to consistently maintain a pleasant, professional demeanor and make patients and employees always feel welcome. The ability to multitask is a must.

• Model patient experience expectations and ensure team is adhering to the patient experience expectations.

• Driving Patient Access Metrics (Callbacks, Bedside, NPS, RQA, etc.)

• Maintain an appropriate Patient Access environment that is friendly and respectful.

• Expertise knowledge of and ability to perform Patient Access duties: verifying benefits, check patients in and out and collect copayments, coinsurance, deductibles.

• Create and maintain the Patient Access Schedule for assigned location.

• Covers voids or when coverage is not located

• Train and mentor new Patient Access staff.

• Assist leader in interviewing candidates

• Prepare appropriate access for new hires

• Complete first 90-day review for new hires

• Implement Patient Access Policies and Procedures with input from Leadership.

• Daily Reconciliation of Cash intake, Credit Card Receipts, Patient Petty Cash, and Bank Deposits.

• Daily Reconciliation of ED Acknowledgment Forms

• Conduct Quarterly Patient Access Staff Meetings

• Assigned to work all Downtimes

• Maintains Downtime Binder

• Reconciles and backloads all patient info

• Ensures staff is trained in this process

Qualifications

• High School Diploma or GED required

• 2-4-year college degree in Business, Accounting, Medical Administration or related area preferred

• Minimum of 2 years’ experience in a medical office setting

• Minimum of 2 years’ experience in a supervisory or lead role preferred

• Familiar with health insurance and the insurance verification process.

• Patient Registration/Medical record system experience needed.

• Must be computer literate (Word, Excel, Outlook)

• Ability to perform multiple tasks simultaneously, and to prioritize multiple demands effectively

• Exceptional communication skills and customer service is required

• Solid work history

• Be flexible with hours, as staffing of 24/7 units may require flexibility

• This position includes standing, walking, use of hands, reaching, sitting, talking, and listening. This position may require lifting up to 10 pounds. There are no special vision requirements for this position.

• This position also requires working near moving mechanical parts. This position would require exposure to moderate noise, such as business printers and computers.

• Incumbent will be scheduled based on operational need (rotate shifts, standby, AA, on-call).

• Ensure that patient records are accurate and complete.

• Assist the leader in ensuring all personnel department policies and procedures are followed.

• Provide patients and their families with a customer-focused, friendly, reassuring, and open environment that encourages patients to return.

• Assist in resolving patient concerns. Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times and de-escalation techniques.

• Ability to manage conflict and appropriately request the help of a leader when needed.

• Coordinate workflow processes with the hospital partner as needed.

• Follow all HIPAA policies and procedures.

• Follow and enforce all company policies.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

This is not necessarily an exhaustive list of all responsibilities, performance standards, measurements, skills, or requirements associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other or different tasks to be performed when circumstances change.

Additional Information

Intuitive Health is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. All employment decisions are based on qualifications, merit, and business needs.