Patient Access Team Lead
About the Job
How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.
1. Leadership and Planning a. Facilitates a positive work environment and assists with the development and motivation of employees. b. Attends departmental, system-wide and/or interdepartmental meetings as needed. c. Leads by example, assisting in projects, working as a positive team member, and rounding and mentoring of staff for optimal performance. d. Works to meet WellStar goals related to Employee Engagement. e. Maintains orderly and clean work environment, commensurate with the public expectations of a healthcare organization. f. Participates and represents the department and hospital committees and special projects and assumes accountability as appropriate. g. Participates in meeting the goals and objectives of the PAS department. h. Collaborates with PAS Revenue Cycle leadership to develop and implement goals, objectives and Action Plans for the department. i. Responsible for the ongoing management of daily operational functions of the department. j. Informs Management of non-compliance with WellStar/department dress code. k. Assures PAS has appropriate equipment and supplies to perform job duties. l. Assumes role of PAS Specialists to support coverage needs.
PAS Team Leads serve as the primary department preceptors and mentors and as such must:
m. Maintain a 98% based on individual QA audit /or as reported by Epic (min. of 10 accounts) registration accuracy rate or higher in the past 12 months. n. Maintain minimum productivity requirements. o. Has no corrective disciplinary action during the past twelve (12) months. p. Willing and able to function as a preceptor in the orientation of new patient access personnel and students. q. Maintain required certifications by obtaining necessary CEUs and submitting timely to certifying board.
2. Quality/ Safety a. Implementation and training of new programs/updates to employees. b. Responsible for quality and performance monitoring and reporting. Compiles and distributes data from management reports in a timely and accurate manner. Works with Supervisor to analyze data to make changes as appropriate. c. Takes initiative to appropriately investigate and resolve department issues as they arise. d. Understands and enforces policies and procedures for assigned areas. e. Assists with investigating account issues, such as denials, tracking and trending problems, and implementing changes and education as appropriate. f. Assists with meeting all quality goals (i.e. patient throughput). g. Monitors, ensures maintenance and resolves of accounts, DNB/Denials, claim, patient, and other related Workqueues that impact the Revenue Cycle. h. Participates in monthly Denial resolution for respective facility. i. Ensures quality and drives resolution of initiatives which impact the overall health of the Revenue Cycle
3. Budget/Financial a. Orders supplies for assigned areas in accordance to approved budgets. b. Exercises cost effectiveness to reduce budgeted expenses. c. Understands and ensures adherence to financial policies and programs. d. Monitors, audits and controls handling of cash funds. e. Monitors and encourages point of service collection policies. f. Works with management to meet all financial related goals. g. Collaborates effectively with department Managers to maximize cash flow and minimize wait times.
4. Customer Service a. Monitors patient throughput and adjusts staffing and processes as appropriate to ensure the most efficient patient throughput. b. Participates in customer service teams. c. Resolves patient, physician, interdepartmental and other customer issues in a timely and appropriate manner. d. Demonstrates ability to tactfully handle difficult situations through an approach that reflects consistency. e. Monitors facility and area customer service scores and works with management team on action plan. f. Maintains positive relationships with other department personnel. g. Pursues excellence in all areas related to customer service, including service recovery.
Expected Performance, Behaviors and Results: The “WellStar Experience” (Must demonstrate a commitment to Service Excellence by):
Creating first impressions, memorable moments and impressions that fulfill the expressed and unexpressed wishes and needs of patients and family members. Valuing patients and family members as partners in their care. Having world-class processes in place. Delivering high-touch care that is reliable, responsive and coordinated. Focusing on constant innovation and creating improvements. Celebrating our diversity with sensitivity and understanding. Embracing the idea that we are all owners of our health system.
Required Minimum Education: Associates level Degree (AA/AS), or equivalent post-secondary education such as Diploma in Business Management offered through an accredited university, community, or technical college.
Preferred Education: Bachelor’s Degree
Preferred Minimum Experience: 2 years of related experience in a healthcare or institutional work setting. Proficient in current electronic medical record system, EPIC is preferred.
Required Minimum Skills: Effective communication skills (both written and verbal), attention to detail, self directed and a positive attitude are essential. Effective problem solving and critical thinking skills.
Required Minimum Certification: Certified Revenue Cycle Representative* (CRCR)
*CPAR or CHAA are acceptable minimum certification and CRCR must be obtained within 120 days of hire.
Required Minimum Skills: Computer/data entry experience. Ability to communicate with various members of the healthcare team.
Effective communication skills (both written and verbal), attention to detail, self-directed and a positive attitude are essential. Effective problem solving and critical thinking skills. Working knowledge of patient registration systems and intermediate Microsoft Office Suite are preferred. Epic experience preferred.
Other: Mandatory completion of: Patient Access Services (PAS) Operations Onboarding Training, and Patient Access Services Supervisor Training, each followed by a minimum passing score of 90% on final exam within 45 days of hire. Staff who do not pass will no longer meet the minimum requirement and will subsequently have the option to meet with the Talent Acquisition Specialist to assess other positions available within the health system.
PAS employees who successfully complete the PAS onboarding exam will have the option to progress through enrollment to the WHS Enterprise Membership - HFMA Certification program, subject to PAS leadership approval.
We’d like to invite you on a career journey like no other! In return for your contributions, we’ll help you make the most of all life’s moments – on and off the job. Wellstar Total Rewards is designed to provide for your total well-being, including: Your Wellness, Your Pay, Your Future, Your Joy. We think it’s pretty simple – we care for our team members and our team members care for the community.
Make a difference in patients’ lives… and your own! Here, it’s more than healthcare – it’s CareerCare!