Lead Patient Access Liaison

Job Summary:  As the Lead Patient Access Liaison, you are responsible for leading, managing, and motivating team members on a daily basis.  You will act in conjunction with the supervisor, and in the absence of the supervisor, you will oversee the daily functions and operations of your area. You will be the contact person for team members; therefore, your communication and organizational skills must be excellent. You should be proactive to ensure smooth team operations and effective collaboration. Day-to-day operations  include monitoring  team performance and productivity, reporting on metrics,  motivating team members,  discovering training needs,  providing coaching,  listening to team members’ feedback, and other duties to ensure operational efficiency. Ultimately, you will lead by setting a good example and engaging the team to achieve goals. Must possess keen understanding of patient registration, insurance verification, and notification of admissions. Essential to have the ability to guide, mentor, and lead staff towards success. The Lead Patient Access Liaison collaborates with the supervisor for the successful implementation of procedures, management, process improvement, and overall success of Patient Access and WMC Health System. Performs related work as required.

Responsibilities: 

• Responsible for the financial and administrative functions contributing towards the overall success of the department.
• Create an inspiring team environment with open communication, able to gear staff towards team goals, communicate clearly and effectively, delegate tasks, and set deadlines.
• Oversee day-to-day operations.
• Assure optimal workflow in a fast paced environment with ever changing patient and staff needs.
• Prioritizing tasks based on departmental needs.
• Oversee staff who carry out duties related to ascertaining all payment methods for WMC; ability to discuss and collect on outstanding balances.
• Maintain excellent organizational skills allowing for concise and timely follow up and follow through on accounts and situations. 
• A keen understanding of ICD codes and clinical documentation a must.
• Greet patients, family members, guests, etc.  in a positive, cheerful manner, promote our organization’s mission, vision, and values. 
• Ensure staff follow guidelines for appropriate communication with patients and their families in accordance with WMChealth’s core values. 
• Document staff maintenance on all NetLearning/symplr Learning educational training sessions.
•  Adheres to all compliance requirements mandated by WMCHealth, CMS, HIPAA, DNV, etc.
• Must possess a clear understanding of facility operations and procedures to include hospital, clinics, and physician practices.  
• Ensure optimal processes for authorizations, patient clearances for procedures, discharges, and/or transfers.
• Manage nonclinical staff in a manner that promotes optimal productivity, achieves patient and physician satisfaction, and engages employees to perform at their highest level, all consistent with WMCHealth.
• Develop and implement process for responding to patient and employee concerns and issues.
• Ability to de-escalate situations while maintaining professionalism and provide guidance to staff and customers. 
• Serve as a liaison between physician practices, management, and supporting departments.
• Utilize education, experience, and analytical judgment to perform critical job elements ensuring patient, peer, and physician satisfaction, fostering positive relationships and effective communication.
• Provide on-site direct leadership and management by coaching, developing, and empowering direct reports.
• Identify areas for process improvement and daily quality monitoring of key performance metrics and accuracy of registrations. Monitor systems and applications used by staff to identify trends and system issues to ensure appropriate registrations.  
• Provide ad hoc reporting to leadership team.
• Assure accuracy in the process of scheduling, registration, authorization, pre-certification, insurance verification, and medical necessity checks for all patients to ensure resolution of relevant matters for admissions, discharges, billing, and transfers for both inpatient and outpatient services.
• Assist in registering and/or admitting patients when needed, maintain knowledge of programs offered by WMCHealth.                
• Various personnel actions including but not limited to interviewing, performance evaluations, schedules, and weekly timecards  
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Qualifications/Requirements:

Experience: Minimum 6 months of registration experience in a healthcare setting preferred. Flexibility to adapt to changing priorities and work in a fast-paced environment. Knowledge of Cerner Millennium is a plus. Strong organizational and time management skills. Excellent communication and interpersonal skills, with the ability to effectively engage and motivate team members.

Education: High School Diploma or equivalent, required. Associate’s Degree, preferred.

Licenses / Certifications:  N/A

Other:  Must adhere to HIPAA rules and regulations as it relates to patient privacy and confidentiality, must 

be reliable and maintain professional attire and demeanor.  Knowledge of medical insurances (Medicare, Commercial, HMO’s, PPO’s, etc.); EMTALA regulations, hospital billing and collection processes. Microsoft office products such as Excel, Word, PowerPoint, and Outlook. Document imaging systems and vendor management. Have knowledge of concepts, practices of hospital operations and procedures. Possess interviewing and communication skills.  Must be comfortable with data entry utilizing multiple patient access programs and software. Must be able to multi-task and work effectively in a fast paced environment prioritizing and completing tasks in a timely manner. Problem solving skills and attention to detail to assess and resolve conflict in a timely manner. Proficient in oral and written communication. Handle difficult situations while exhibiting professionalism and compassion. Communicates cooperatively and constructively with patients, area supervisors, families, co-workers, administration, other clinical departments, providers, community agencies, referral sources, and other health team members.