1. Provide leadership for all aspects of the Patient Access

• Lead and direct all activities of the Patient Access Supervisors ensuring patient satisfaction and excellent performance.
• Train, coach, and mentor the leadership and staff on work flow process / policies concerning: appointment scheduling, outpatient registration / inpatient admission, completion of all required documentation with required signatures, patient identification / verification, patient check in and check-out processes, updating patient demographics and insurance information, proper selection / sequencing of insurance plans, proper use of the MSP questionnaire, insurance investigation and benefits analysis, collection of co-payments, deductibles, and AR balances.
• Answer complex questions about the clinic, physicians and electronic medical records.
• Communicate to clinic staff on changes to coverage, new procedures and protocols.
• Coordinate with Business Office to assure compliance with third party payers and regulations.
• Interact professionally with patients, physicians and other staff providing accurate, timely and responsive information.
• Assume responsibility for personal and professional growth through participation in clinic meetings, in-service programs and continuing education programs.
• Convey confident, professional image in order to increase patient/customer confidence and satisfaction and promote understanding of all departmental services. Maintains confidentiality to protect patient rights.
• Develop and maintains current all training material for all roles within patient registration and scheduling.
• Ensure all established targets for the Key Performance Indicators are met.
• Ensure Quality Audits are being completed and communicated to staff in accordance with policy. Develop process improvement plans for staff that do not meet the minimum required score.
• Collaborate with Clinic Director in the interview / selection of new staff, initial and annual staff evaluations, coaching / counseling of staff.

2. Meet or exceed patient customer service requirements by coordinating the operations within the Department.

• Ensure appropriate numbers of competent staff are available to meet patient customer service needs.
• Serve as a patient advocate.
• Communicate with other health care team members and departments to meet patient customer service requirements.
• Monitor adherence to policy and procedure to ensure safety of patients and staff.
• Assist in maintaining equipment for patient customer service and report malfunctioning equipment to appropriate personnel.
• Keep management informed of patient customer service and staff issues.

3. Problem-solve and make decisions within areas of accountability by using a well-defined approach to ensure effective and efficient patient customer service.

• Prioritize multiple activities in fast paced, changing environment.
• Keep patient needs in the forefront when evaluating alternatives.
• Use good judgment when making independent decisions.
• Negotiate effectively while maintaining positive relationships.
• Serve as a resource for staff in solving operations issues.
• Listen effectively and processes key information.
• Promote trust with open and effective communication.
• Communicate organizational management decisions in a positive manner.
• Recognize impacts of decisions made.
• Participate in quality and process improvement initiatives for the department.

4. Monitor performance of department staff through data collection, coaching, education and role modeling to ensure ongoing performance improvement.

• Provide immediate feedback to staff and management regarding performance issues.
• Review documentation and provide input to management for performance appraisals.
• Assist in employee orientation.
• Conduct initial training / education as well as providing continuing education to ensure staff maintain a high level of competency.
• Role model positive professional characteristics.
• Contribute to professional growth of colleagues.
• Assist in preparation and participate in surveys and certifications.
• Recognize, take action and report deficiencies in a timely manner.

5. Perform other duties as assigned.