Lead - Patient Access Representative (Women's Care)

Department: AdministrativeFLSA: Non-ExemptReports to: Non-Clinical Support ManagerApproved Date: 6-9-2023Summary:

The Patient Access Representative Lead will be responsible for leading the development of an integrated care team approach. They will work directly with the Non-Clinical Support Manager in the development of the non-clinical staff including education, competencies, evaluation, performance correction, patient safety, and customer service-related issues. The Patient Access Representative Lead will assist staff in reaching their full potential at each stage of their professional development. The focus will be on developing and enhancing non-clinical knowledge, technical skills, non-clinical decision-making skills, and inter-personal skills that staff use to provide quality services. The Patient Access Representative Lead is responsible for providing direction and supervision for the non-clinical staff in the clinic setting.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The Patient Access Representative Lead must possess strong leadership skills and function as a servant leader. This employee is responsible for demonstrating actions aligned with the mission of Grace Health and to hold staff accountable for the same. This employee must be able to take charge when necessary to achieve results.

JOB SPECIFIC DUTIES:

• Provide leadership in non-clinical practice and act as a resource for the clinic.
• Provide supervision and support to non-clinical staff in a professional manner.
• Counsel and train newly hired non-clinical staff.
• Consult with and provide support for non-clinical staff in the efforts to serve patients.
• Develop and maintain good collaborative working relationships and channels of communication with staff members of teams including all ancillary departments.
• Monitor, evaluate, and correct non-clinical staff performance relating to the clinic and assist in raising the standards of practice to promote a positive experience for patients and family members.
• Assist in coordinating daily staffing to ensure that all shifts are covered
• Attend management and/or development meetings/trainings as required or recommended by Grace Health
• Act as a role model.
• Keep up to date with current developments in front office practices and education.
• Ensure adherence to front office policies and related guidelines of Grace Health.
• Able to perform roles and functions of non-clinical staff
• Ensure safety measures are observed throughout non-clinical areas
• Manage difficult situations with patients and staff in accordance with Grace Health mission statement.
• Identify and reward positive performance regularly.
• Demonstrate excellent customer service skills and hold all staff accountable for the same
• Act as a positive change agent for performance improvement activities.
• Work in conjunction with the Clinical Lead and Scheduling Manager to coordinate patient care delivery
• Open office daily and provide adequate reception area environment for all patients
• Maintain inventory of office supplies and create a purchase order for supplies needed
• Ensure that demographic and insurance information is updated at each visit
• Supervise Sliding Fee Discount Program.
• Staff schedules and coordinate coverage.
• Train and update Patient Access Representative staff on new processes
• Hold staff meetings and create agendas.
• One-to-one contact with providers and clinical staff when applicable.
• Supervise collection of co-pays, and the receiving of cash and check payments
• Insure documentation for no shows
• Reconcile and run all reports required.
• Supervise the balance of daily batches with fees collected and the daily completion of deposit.
• Serves as resource for questions relating to billing
• Rounding checks and oversee day to day operations at home location
• Quality Payment Scorecards, calculations, and HR upload submission for applicable staff.
• Undertake any other reasonable duties which may be assigned
  
  

OTHER ESSENTIAL DUTIES and RESPONSIBILITIES:

• Grace Health recognizes that managing patient care is a team effort that involves clinical and non-clinical staff. All employees must embrace a team-based approach to patient care and understand that each role is important to our success.
• Team members must demonstrate excellent team communication and coordination to provide quality patient care
• Care coordination includes communicating with community organizations, health plans, facilities, and specialists
• Care team members understand and embrace the concept of population management and proactively address the needs of patients and families served by this practice.
• Team members must demonstrate skill and knowledge related to effective communication with vulnerable patient populations
• Team members must participate in Continuous Quality Improvement activities within the organization to ensure patients receive high quality care.
• All team members will be involved in the process of improving quality incomes
• Team members will participate in the review and evaluation processes of practice performance and help to identify opportunities for improvement
• Team members will participate in Grace Health's advocacy program
  
  

GENERAL DUTIES:

• Maintain timely documentation of all work assignments
• Maintain patient confidentiality
• Maintain excellent communication with Executive officers as appropriate, i.e., CEO, Director of Operations, Director of HR, Director of Outreach, Director of Organizational Quality
• Maintain the ability to be flexible with a positive attitude
• Follows policies and procedures of the office, including administrative, clinical, quality assurance, and personnel
• Provide spiritual care for patients
  
  

TRAVEL

The Patient Access Representative Lead must be able to travel locally and regionally as well as attend conferences, training and other events as required in order to maintain proficiency in fulfilling the responsibilities of the position.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to assist in advancing Grace Health’s mission and to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS:

• Communication skills, leadership skills, critical thinking, problem solving, computer competency, and customer service.
• Ability to maintain all Standards of Grace Health in conjunction with the Non-Clinical Support Manager
• Demonstrate the ability to work in partnership with people balancing the needs of people with one’s own clinical and professional responsibilities
• Demonstrate effective interpersonal skills, including active listening, to influence others, build constructive relationships and achieve outcomes.
• Demonstrate critical thinking skills using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Can analyze complex issues, propose solutions, and implement decisions in conjunction with the Non-Clinical Support Manager.
• Welcome change and is committed to encouraging continuous improvement and learning.
• Ability to accept and delegate responsibility, make sound judgments, and accurately assess when to refer issues to supervisor
• Manages own workload effectively while being flexible to new demands.
• Demonstrate a high level of oral and written communication and effective computer skills.
• Has the ability to integrate well with, and contribute to, an evolving management team
• Willing to work outside normal hours, where required
  
  

EDUCATION and/or EXPERIENCE:

At least 2 years medical office experience. Leadership experience preferred.

Experience leading and developing staff within a person–centered scope.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit; and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to reach with hands and arms; stoop, kneel, crouch, or crawl; and taste or smell.

The employee must occasionally lift and /or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

Grace Health is a faith-based, federally qualified community health center (FQHC). We provide primary health services to underserved, underinsured, and uninsured individuals in the southeastern Kentucky region. Our mission is “to show the love and share the truth of Jesus Christ to southeastern Kentucky, through access to compassionate, high-quality, primary health care for the whole person”.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Grace Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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