Responsibilities

The Patient Access Team Lead is the primary subject matter expert, super user, troubleshooter and problem solver for the staff in the areas to which they are assigned. The Patient Access Team Lead serves as a preceptor to new staff members as assigned, and mentors and trains colleagues as needed. In the absence of Patient Access Management, they serve as the "go-to person" for the areas to which they are assigned and coordinate the daily activities of the department. The Team Lead is assigned to handle escalated patient interactions and to cover in all job roles within the Patient Access department during times of high volume. The Team Lead is also responsible for reporting patient volumes for registration and scheduling for each location.

Essential Functions:

• Ensures accuracy and completeness of daily activities in all assigned areas and tasks by utilizing daily monitoring and reporting, side by side listening and answering any questions asked by staff.
• Coordinates bed board management, scheduling and registration for optimal patient experiences.
• Promotes a high level of quality service provided to patients by all team members and acts as a model of appropriate communication between staff and patients.
• Performs monthly quality listening and call quality scoring reviews of appointment scheduling calls.
• Provides quality assurance registration score card completion and reviews with team members, as well as the department director, on a monthly basis.
• Offers guidance and training to employees related to daily activities and tasks.
• Completes an insurance verification list of patients before arrival to ensure insurance eligibility and copay accuracy.
• Understands, uses and is able to instruct others on all Patient Access-related applications for registration, scheduling, bed management and insurance verification, including payer websites.
• Makes sure the Director of Patient Access is informed of any unusual and significant issues that may affect patient satisfaction, timeliness of services, reimbursement or general patient flow.
• Resolves problem situations and escalated patient concerns appropriately and independently.
• Assumes the role of any/all patient access roles in the area they are assigned when needed for the overall success of the department.