Patient Access Lead- Full Time

Description

Job Description

Position: Patient Access Lead

Reports To: Patient Financial Services Supervisor

Schedule: Full Time

Position Location/Department: SCH Patient Access/Registration – ER & OP Clinic

Job Summary: Sheridan Community Hospital is a Critical Access Hospital dedicated to providing compassionate, high-quality healthcare to our close-knit rural community. Our team values personalized care, teamwork, and a commitment to excellence. We are seeking a caring, dependable Patient Access lead to join our patient-centered team. 

The Patient Access Registration Supervisor supervises the Patient Access team members, creates staff schedules, approves PTO requests, arranges coverage as needed, ensures staff coverage is in place for all required shifts, completes employee reviews, communicates disciplinary issues with Patient Financial Services Manager, payroll approval reviews, interview and train new staff, and complete departmental reports (example: census).

• Answering multi-line phones and directing calls appropriately.
• Registering and pre-registration patients into the Electronic Health Record (EHR) for services in the Emergency Department, Walk-In Clinic, Outpatient Clinic, Surgical Services, Swing Bed, Critical Access Hospital, Physical/Occupational Therapy, Patient Transfers, Admissions, Lab, and X-ray Departments.
• Obtain consents/signatures, create ID wristbands and place on patient following protocols.
• Creation of testing orders
• Scanning of ID/referrals/faxes/insurance information into patient charts.
• Treat all patients and associates with respect, dignity, and provide professional service to them in a timely, polite and considerate manner. A pleasant and outgoing personality to engage with others.
• Able to accurately complete registration tasks, distribute forms and paperwork to patients and medical staff to expedite patient care.
• Maintain confidentiality of all patient records and follow HIPAA requirements.
• Verify insurance eligibility, benefits, and patient liability to be collected for services.
• Upcoming appointment schedule review/confirmation/verification.
• Collect/post payment for service(s) provided that day and account(s) balance due.
• Balancing/auditing of cash drawer, processing of payment batch documentation from all Patient Access staff.
• Greet and check-in patients, vendors, and visitors.  Able to guide a them to their destination in the facility.
• Create and update log sheets regarding patient data.
• Run required daily reports (differ by department/shifts).
• Audit patient demographic data and make necessary corrections.
• Cleaning and sterilizing work areas and consent pads following safety guidelines utilizing checklist protocol.
• Refer patients to Patient Financial Services Manager for financial assistance programs if needed.
• Training of Patient Access Registration staff.
• Training of other staff that utilize SCH Check-In/Check-Out processes in other departments.
• Audit/Review of Patient Access payments collected.
• Will be responsible for all SOW’s for all aspects of Patient Access department.  Constantly review all processes and procedures to identify any needed changes be made for improvement.
• Monitor and enforce collection policy expectations by Patient Access Registration staff.
• Report any staff issues to Patient Financial Services Manager for needed corrective actions.
• Provide coverage when Patient Access Registration staff are on ESTA or PTO if there are staff shortages.
• Provide coverage and assistance when needed for payor prior authorizations staff when they are on ESTA or PTO.
• Review/approve payroll time off requests, arrange coverage for time off, and ensure all information is accurate and complete for all PA staff. Contact staff if there are time punch errors to have them resolved prior to payroll processing deadlines.
• Review Patient Access resumes, participate in interviews with Patient Financial Services Manager, Human Resources and the Revenue Cycle Manager.
• Notifying Patient Access Department of updated policies when necessary and provide any needed training and resource materials.
• Maintain supplies in all Patient Access locations.  Send requisition requests to maintain required inventory for daily operations before they are gone.
• Responsible to act as the interim Manager in the absence of the Patient Financial Services Manager (if off on ESTA or PTO). 
• Perform reports as needed under the direction of Patient Financial Services Manager.
• Monitor and follow policy to resolve account/claim inquiries or rejections within software work queues. Train and delegate work queue tasks to Patient Access staff.
• Troubleshoot process issues and communicate with Patient Financial Services Manager to resolve problems together.
• Creation of Patient Access Registration staff schedules.  Schedule DRAFT will be submitted to PA Manager for final approval.  All needed changes/coverage will be updated by PA Registration Supervisor as directed by Patient Financial Services Manager, then distributed/posted for PA Registration staff.
• Review of SOW documentation quarterly.  Present suggested updates/changes to Patient Financial Services Manager.  Make any needed changes as directed by Patient Financial Services Manager and provide needed training to appropriate staff affected by the changes. Update reference SOW’s posted/displayed in work areas to be used as an updated reference tool.
• Request/obtain On-Call schedule from Dr. Bartlett at the end of each month, for the following month’s coverage.  Dr. Bartlett provides the calendar, which PA Supervisor will post in ER & OP registration areas.
• Create all-inclusive combined OP Provider Schedule and make all necessary revisions as needed.  Schedule is distributed after each finalized version is completed to Registration/Authorizations/Revenue Cycle Manager/HIM/OP Clinic/Management.
• Performs other related duties as assigned.

Qualifications

Education, Experience and Other Requirements:

• High School Diploma or equivalent
• Positive attitude, compassionate, and friendly disposition
• Excellent communication skills both verbal and written
• Customer Service experience preferred 2 years or more
• Experience interviewing and training new staff
• Experience composing and updating Standards of Work (SOW) policies and procedures
• Ability to learn and become a super user of EHR and claim systems with the ability to train others to be proficient users
• Working knowledge of medical terminology, insurance policy coverage verification processes, collection of patient payments, and the ability to explain account balance due to patients
• Must be flexible, dependable and have excellent computer skills (Excel, Word, Outlook, Skype, Adobe)
• Ability to multitask
• Typing skill with a minimum of 90% accuracy and at least 50 words per minute. Testing may be performed