Patient Access Team Leader

POSITION SUMMARY . The Patient Access Team Leader acts as a role model and resource for Patient Access staff. This role leads activities of a Patient Access site of service team. The Patient Access Team Leader serves as a technical expert and a resource for staff, patients, and visitors. The Team Leader maintains focus on essential activities of patient's arrival and visit and proactively takes steps to ensure the streamlining of activities. This position supports organizational goals by providing quality customer service, participating in performance improvement efforts and demonstrating commitment to teamwork and cooperation in accordance with the AtlantiCare Mission, Vision, and Values. PRINCIPAL DUTIES AND JOB RESPONSIBILITIES Provides relief for Patient Access staff for vacation, sickness, leave, staffing shortages, and heavy work volume. This position maintains a liaison relationship with other Revenue Cycle departments to ensure ongoing performance improvement, regulatory compliance, and achievement of best practice targets. Establishes effective working relationships with other ancillary departments, physicians, and their staff. Serves as single point of contact for initial communication and is the first stage of the escalation process to management. Provides first level of response to physician, patient, visitor, and employee complaints related to patient access. Has the knowledge, skill, and the ability to lead the handling of the patient registration process, general admissions, financial clearance, and financial arrangements. The Patient Access Team Leader will possess the knowledge, skill, and ability to oversee the verification of third-party payor accounts, pre-authorization, and pre-certification requirements. Will be knowledgeable of state and federal government funding programs such as Medicare, Medicaid, TRICARE/CHAMPUS, Workers' Compensation; No Fault Auto, and commercial insurance payers; billing and reimbursement guidelines and methodologies for state and federal government and non-government payers; insurance terminology; medical terminology, EMTALA, HIPAA privacy, and compliance practices. Possesses the knowledge and skill necessary to verify diagnosis codes, complete medical necessity checks for Medicare, complete patient estimates, and provide consumer shopper comparisons. The Patient Access Team Leader must have knowledge of ICD-10 in order to ensure accurate diagnosis entry for reimbursement. The Patient Access Team Leader is considered a customer service champion responsible for delivering great customer service and ensuring staff are delivering great customer service at each entry point throughout the health system. The Patient Access Team Leader is responsible for patient throughput, established wait times and turnaround (TAT) times along with aiding in the achievement of top box customer service scores for each respective Patient Access point of service site. Responsible for assisting, and leading the day-to-day operations of their multiple areas/sites. Responsible for patient flow and throughput. Responsible for redeploying staff as needed to maintain work levels, productivity, wait times, and flow as well as assisting in the operations during high volume to maintain and provide the best customer experience. Aid staff in ensuring department goals and initiatives are met in regard to established productivity rates, cash collection goals, and other KPIs established within the department. Rotates weekends on call to provide leadership on weekends at the point of service sites. Assists in handling call outs and finding staffing replacements using proper protocol to utilize pool staff optimally to keep OT at minimal levels. Responsible for daily reconciliation of money from daily cash collections of Patient Access staff. The Patient Access Team Leader assists in preparing the bank deposit daily and reports any discrepancies to the Manager/Supervisor. Reviews daily audit reports and reports on performance statistics and productivity. Assists staff with questions related to Patient Access workflows. Identifies problems proactively for expedited resolution. Aids in providing staff education and training and is responsible for motivating and orienting staff. Duties will include guidance and mentoring of new/existing staff with daily work. Assists with training and job shadowing for new staff and cross-training of current staff. The Patient Access Team Leader must be proficient and actively working as a preceptor in two or more specific areas of Patient Access. The Patient Access Team Leader will be responsible for training and precepting new hires upon onboarding. Will assist in monitoring individual staff performance i