Patient Access Representative Lead

We are so glad you are interested in joining Sutter Health!

Organization:

SLH-Sutter Lakeside Hospital

Position Overview:

Responsible for overseeing workflow on shift and assuring continuity of service within the department. Responsible for providing support and guidance to shift staff. Responsible for new hire training. Represent department management on the shift. Serves as the face to face point of contact for the patients entering the hospital. Obtains all necessary information to register and financially clear patients. Greets patients/family members and obtains and/or verifies relevant information in the process of registering financially clearing patients for service delivery. Enhances the patient experience throughout all patient interactions by serving as the customer service point of contact at the point of service by demonstrating knowledge of Sutter's Health system and service offerings. This job is intended for use by employees employed by a hospital.

Job Description:

These Principal Accountabilities, Requirements and Qualifications are not exhaustive, but are merely the most descriptive of the current job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, staff changes, workload, or technical development).

JOB ACCOUNTABILITIES

SHIFT LEAD RESPONSIBILITIES:
• Monitors workflow and makes work assignment adjustments as needed assuring that adequate staffing is maintained at all times.
• Monitors staff break assignments and coverage for staff reporting off shift.
• Assists staff in maintaining customer service standards.
• Provides department training to all newly hired staff and provides training updates for regularly scheduled shift.
• Serves as the staff resource, making themself available to answer all questions.
• Reports all issues to the supervisor / manager by the end of each shift.


OPERATION:
• Greets patients/family members and obtains and/or verifies demographic, clinical, financial, and insurance information in the process of financially clearing patients for service delivery, including the entry of patient/guarantor information in the patient registration/accounting systems, collection of patient signatures on all appropriate forms and the imaging/copying of registration documents.
• Utilizes inputs to authenticate and register patients for service delivery for patients who have registered through the Patient Access Center; for those who are not registered, completes the end-to-end process of registration through close-out for service delivery.
• Obtains and processes signed physician orders.
• Maintains assigned work queues.
• Conducts insurance eligibility/benefit verification, referral/authorization, and financial education on designated accounts.
• Calculates estimated patient liability, informs patient/guarantor and actively collects appropriate patient liabilities, including co-payments, deductibles, and deposits at time of service and/or processes patient payments, accepts payments on prior services.
• Refers appropriate cases to financial counseling for follow-up and consultation.
• Executes other duties as assigned, such as cashiering, bed management, and communications operator.
• Enhances the patient experience throughout all patient interactions, which will be face-to-face or by other means of communication demonstrating knowledge of Sutter’s Health system and service offerings.


CONTINUOUS IMPROVEMENT:
• Supports the implementation of programs, policies, initiatives, and tools.
• Contributes ideas and actions towards the continuous improvement of Patient Access related processes within area of influence.

RELATIONSHIP MANAGEMENT:
• Maintains positive work relationships with members of other teams to communicate effectively and to ensure compliance with cross-team responsibilities.
• Assists in ensuring efforts of the team support building strong peer-to-peer relationships.


PATIENT SATISFACTION:
• Performs revenue cycle tasks necessary to ensure compliance and exceptional customer service.
• Authenticates patient identity throughout all processes.
• May provide directional support to patients and/or family members.
• Maintains knowledge of applicable Federal, State, and local laws and regulations, Standards of Conduct, Standards of Behavior, as well as Sutter policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
• Meet the department monthly cash goal.


EDUCATION
Equivalent experience will be accepted in lieu of the required degree or diploma.

HS Diploma or equivalent education/experience


PREFERRED EXPERIENCE AS TYPICALLY ACQUIRED IN:

4 years experience within a hospital or clinic environment, an insurance company, managed care organization or other financial service setting, performing financial counseling, financial clearance and/or customer service activities.


SKILLS AND KNOWLEDGE

Proficient knowledge of patient access, financial counseling, functions in acute, and non-acute settings.

Working knowledge and understanding of insurance and medical terminology.

Emergency Medical Treatment and Active Labor Act (EMTALA) and Consent Laws knowledge.

Time management skills and the ability to manage frequent in-person patient contacts while effective maintaining and documenting data in the patient registration systems.

Demonstrated ability to work in multiple computer systems, such as patient registration/accounting systems, telephone consoles, document imaging, scanning, payment posting, proprietary payer websites and data quality monitoring, both accurately and efficiently.

Verbal and written communication and active listening skills.

Accuracy and attentiveness to detail required.

Decision making and problem solving skills.

Must be able to work concurrently on a variety of tasks/projects in diverse environment.

Ability to meet or exceed targeted customer service, productivity and quality standards.

Computer proficiency skills required.

Requires the ability to work with and maintain confidential information.
 

Pay Range: 28.25-35.31

PHYSICAL ACTIVITIES AND REQUIREMENTS

See required physical demands, mental components, visual activities & working conditions at the following link:

Job Shift:

Days

Schedule:

Full Time

Shift Hours:

8

Days of the Week:

Monday - Friday

Weekend Requirements:

Occasionally

Benefits:

Yes

Unions:

No

Position Status:

Non-Exempt

Weekly Hours:

40

Employee Status:

Regular

Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.

Pay Range is $30.27 to $37.83 / hour

The salary range for this role may vary above or below the posted range as determined by location. This range has not been adjusted for any specific geographic differential applicable by area where the position may be filled. Compensation takes into account several factors including but not limited to a candidate’s experience, education, skills, licensure and certifications, department equity, training and organizational needs. Base pay is just one piece of the total rewards program offered by Sutter Health. Eligible roles also qualify for a comprehensive benefits package. ​