Patient Access Workleader

Join Cleveland Clinic Weston Hospital’s team of caregivers that remain on the leading edge of technology and education, all while consistently providing patient-centered healthcare. As part of Cleveland Clinic’s Florida region, Weston Hospital is recognized as one of the top hospitals in the Miami-Fort Lauderdale and Florida regions. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.

Whether or not you serve in a clinical role, every member of the Cleveland Clinic team is a caregiver. In our Finance division, caregivers use their knowledge and skills to create exceptional experiences for patients and their families. As a Patient Access Workleader, you will function as the department lead within the Emergency Department, supporting the department and management through daily coordination, delegation, education and coverage of work functions. You will be responsible for guiding patients to their appointments, the patient registration area kiosk, wayfinding, answering general

questions and meeting needs. You will also be leading other Patient Service Specialist team members and handling escalations. This is a high-volume area with direct patient contact, requiring strong leadership and organizational skills. Ultimately, all your efforts help us continue pushing the needle forward in healthcare across the globe.

A caregiver in this position works varying 8-hour shifts, Monday-Friday. Start and end times will vary. Flexibility to work occasional weekend and overnight shifts will be required, as needed.

A caregiver who excels in this role will:

• Function as the department work lead.
• Recommend and execute complex policies and procedures with the supervisor to ensure timely and accurate patient registration resolution.
• Provide general oversight and direction for caregivers to ensure daily operational support.
• Rotate to different locations/hospitals based on staffing needs.
• Identify and utilize appropriate reports to contact insurance payers for resolution of accounts with registration issues with a minimal need to escalate issues internally.
• Recommend and provide input to execute Patient Access programs according to changes in insurance regulations and data obtained from various departments and physicians regarding issues including registration.
• Assist the site manager and supervisor with the daily operational activities of patient access.
• Participate on committees in an engaging manner as a subject matter expert on processes within the department.
• Independently staff all patient access areas at any facility, including front desk, admitting office, ER registration and cashier.
• Recommend and facilitate exceptional Patients First communication for each patient encounter during their registration.
• Identify patient registration issues and resolve or initiate necessary follow up.
• Implement service recovery efforts as appropriate.
• Train caregivers, conduct performance evaluations and complete special projects and assignments.
• Complete operational tasks, including staff schedules, working reports, performing compliance and denial audits, handling call offs, allocating work/resources and time and attendance entries.
• Handle coaching based on compliance metrics and oversee cashiering duties as necessary.
• Provide registration and cash collection access in Epic.
• Coordinate resources for daily assignments and work schedules to provide coverage for employee Paid Time Off (PTO) and key activities.
  
  

Minimum qualifications for the ideal future caregiver include:

• High School Diploma or GED and four years of experience in a customer facing role with in-person or phone contact or work leader experience with demonstrated competence in personnel management
• OR an Associate’s Degree and three years of experience
• OR a Bachelor’s Degree and two years of experience
• Basic PC software application knowledge and the ability to use multiple data systems
• Demonstrated knowledge of medical terminology sufficient to understand physician orders OR completion of a course within one year of hire
  
  

Preferred qualifications for the ideal future caregiver include:

• Medical office system experience
• Customer service experience in a medical setting
  
  

Physical Requirements:

• Sufficient mobility and strength to move around the department and throughout the facility.
• Ability to stand or sit for prolonged periods of time.
• Excessive walking and standing while obtaining patient information when using laptop computer on wheeled device for bedside registration. Ability to lift 25 pounds.
  
  

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.
  
  

Pay Range

Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.