Team Lead Patient Access (Registration)

1. Ensure adherence to Patient Access workflows, including timely and accurate registration, insurance verification, estimate generation, patient communication, and payment collection. 
   
2. Provide operational support across multiple areas including Emergency Departments (EDs), Outpatient, Urgent Care and Admitting, performing virtual or in-person Registrations and Notifications of Admission as needed.
   
3. Manage staff assignments and shift coverage to maintain efficient patient flow across registration areas. Coordinate coverage for call-offs and adjust staffing levels in accordance with patient volume and standard guidelines for both ED and Admitting departments.
4. Monitor the track board to ensure timely registration, proper team assignments, accurate documentation, and payment collection.
5. Schedule patient appointments and verify medical orders in alignment with departmental protocols.
6. Monitor volumes in Patient Access work queues (i.e. Patient, Estimate, Claim Edit, DNB), assign tasks, and support staff productivity as needed.
7. Coordinate effectively with team members and clinical counterparts using tools such as Epic Secure Chat and other communication platforms.
8. Perform quality audits and shadow staff using standard templates and provide feedback to the Supervisor on a weekly basis.
9. Identify and communicate opportunities for workflow enhancement based on audit findings and team feedback. Participate in process enhancement projects as a Subject Matter Expert (SME).
10. Participate in candidate interviews, assist with new hire onboarding and training, and mentor new and existing staff on Patient Access workflows and updates.
11. Address and resolve patient concerns promptly, escalating issues to the Supervisor when necessary.
12. Contribute to denial review, system downtime support, project participation, maintenance of equipment and supplies, provide on-call coverage as required and other duties as assigned.
    
13. Other duties as required.

1. Excellent verbal and written communication skills to interact effectively with patients, staff, and healthcare providers.
2. Strong ability to manage multiple tasks, prioritize workload, and ensure efficient operations.
3. Ability to address and resolve issues that arise in patient access processes.
4. Ensure accuracy in patient information and registration processes.
5. Provide a supportive and understanding environment for patients.
6. Ability to work collaboratively with other healthcare professionals and lead a team effectively.
7. Demonstrates self-direction to prioritize and accomplish job responsibilities. 
8. Maintains confidentiality related to patients and families.
9. Experience with Epic preferred.
10. Medical terminology knowledge or certified coursework preferred.
11. Proven customer service experience in patient or client-facing roles
12. Completion of medical terminology course preferred.
13. Knowledge of ICD-CM or CPT codes preferred.
    
14. Proficient in Microsoft Office Suite (Outlook, Word, Excel)
15. Trained and actively able to cover all four departments: MV ED, MV Outpatient, AK ED, & Admitting

Education and Experience

1. Education: High school diploma or equivalent is required. 
2. Certification: Certified Healthcare Access Associate (CHAA), Certified Revenue Cycle Representative (CRCR), and Certification in revenue cycle-related areas (e.g., Certified Coder, Medical Assistant) preferred.
3. Years of relevant experience: Minimum of 3 years' experience required; experience working in the medical field in registration, insurance verification/pre-certification, patient accounts, billing, and/or customer service department(s) in service industries preferred. Team Lead experience in hospitality, entertainment, retail, or similar service industries preferred.
4. Certifications may offset 1 year of required experience if combined with at least 1 year of relevant medical experience. 2 years as a Patient Access Lead at ACH preferred.
5. Years of experience supervising: None.