Patient Access Lead at UT Southwestern Medical Center in Dallas, Texas
Posted in Other 30+ days ago.
Job Description:
Summary
The
Team Lead Provides leadership, direction, development and guidance to staff,
taking an active role in staff growth. A Lead trains and motivates staff to
achieve goals and objectives. Manages daily operations, making leadership
decisions, taking accountability for operations, and escalating to
supervisor/manager as needed. A Lead is responsible for a majority
of the location specific training of new hires as well as completing staff
in-services, and re-education. Team Leads directly interact with
patients on the phone and/or in person to support front office business
operations in a hospital or hospital based clinic location. They maintain
a patient centered attitude at all times, demonstrating compassion and empathy
for patients and their families and encouraging the same from the staff that
report to them. They work as part of an elite team to support UT
Southwestern operations and initiatives. They may be required to travel
to both on and off-campus locations.
Experience and Education
- High School
Diploma or GED required - 3-5 years'
experience in a Customer Service setting preferred - Associate's
Degree or two years of college preferred; can substitute college with a
minimum of 4 years Clinical/Medical office experience - Patient
Access Representative Development Program requirements; 1 year experience
as a Patient Access Representative III preferred
LICENSURE/CERTIFICATION
- CHAA - NAHAM
required within 1 year of promotion/hire
Job Duties
- Provides training, leadership and
direction to staff in the roles of patient admissions/patient registration
and cash intake; including all applicable hospital based areas, main
admissions, and ED/L&D. Promotes accountability in
staff. Effectively delegates and appropriately holds
staff accountable; maintains a pro-active approach with
addressing/implementing changes impacting the various processes of the
patient access experience. Maintains an active role in selection,
training, recognition, and performance evaluations for staff. - Leads daily operations
effectively; effective follow-through and follow-up; takes accountability;
solves problems and implements solutions; demonstrates technical proficiency.
Acts with urgency to address issues and anticipates customer needs.
Engages with dept/clinic managers to promote optimal use of resources and
patient throughput. Supports goals and objectives; assisting in the
creation and implementation of policies and procedures for dept
operation. - Oversees department schedule, PTO
requests, and time and attendance issues; assuring staff coverage for all
shifts. - Responsible for generating,
distributing and maintaining relevant department reports to assist management
with tracking of performance indicators. - Assures that quality assurance
monitoring is conducted on data produced by new department staff, assuring
accuracy, thoroughness and compliance. Responsible to identify areas
for continued performance improvement. - Pre-register/Register patients
for scheduled/unscheduled services, inpatient/outpatient procedures within
all applicable hospital based areas - Interview patient(s) and/or their
representative at workstation or bedside to obtain demographic/insurance
information or verify information already on file. All registrations
performed utilizing available up to date technology (i.e.
carts/workstation on wheels, tablets, etc) - Obtain copies of necessary
identification and insurance cards. - Document appropriate information
in the registration system based upon departmental documentation
standards. - Verifies that patient has been
properly identified to prevent multiple medical record numbers campus
wide. - Ensures all patients are
continually informed of their visit status when services are delayed. - Follows all guidelines set forth
in the Cash Handling policy. Produce paperwork on each patient for
distribution to appropriate departments. - Accurate and timely deployment of
legal, ethical and compliance consent forms and documents. - Initiates the Advance
Directive process. - Initiate, obtain and/or update
verification and pre-certification as appropriate for patient services for
each patient account. - Coordinate accurate patient data
to determine financial obligation. Collection of insurance co-payments,
deductible amounts, self-pay deposits and patient balances from the
patient/guarantor. Request full or partial payment for services rendered
according to collection policies. - Works in a collaborative manner
with peers and other hospital departments; attends meetings and actively
participates. - Demonstrates ongoing competency
skills including age-specific competencies, above level problem solving
skills and decision-making abilities. Ability to communicate verbally with
all levels of Associates and management and with physicians. - Responsible for maintaining
adequate supply of forms, brochures and supplies used in the
department. - Monitor ACD Line and
appropriately direct calls and/or assist as necessary. - Monitor RightFax and complete
registrations/direct faxes as needed. - Monitors the correct patient work
queue for the assigned department(s) ensuring that staff are clearing
accounts in a timely manner with a goal of 0 accounts older than 6
days. - Works closely with QA and WQ
Analysts to ensure that any issues specific to their staff are addressed
and retraining completed as needed. - Knowledge of policies regarding
services, pricing, insurance billing, and payment of account. - The ability to act in all capacities
as a Patient Access Representative. - Performs
other duties as assigned.
Knowledge,
Skills & Abilities
- Good general health and stress
coping ability. - Ability to speak and hear to
allow discussions with patients, co-workers and public - Light lifting (requires lifting
20 lbs, with frequent carrying of up to 20 lbs) - Possess near vision acuity for
accurate reading of computer screens - Basic computer data entry and
typing skills - Excellent written and oral
communication skills - Excellent internal and external
customer service skills - Ability to work with confidential
information on a daily basis - Effective and Efficient Problem
Solving - Ability to read and write
effectively - Ability to multitask
- Type minimum of 35 wpm
- Understand and follow established
policies and procedures - Strong Analytical Skills
- The use of initiative, strong
independent judgement, and resourcefulness are inherent in the job - Ability to be self-supervising
- Ability to interact and
communicate effectively in all patients and department interactions - Ability to identify needs and
develop policies and procedures for use within the department. - Experience with Microsoft Office
and Outlook - Experience
with general office equipment (fax, copier, etc.)
Working Conditions
Work
is performed while sitting in an office environment, at the patient bedside via
workstation on wheels or tablet and/or Kiosk.
Any
qualifications to be considered as equivalents in lieu of stated minimums
require prior approval of the Vice President for Human Resources
Administration, or his/her designee.
Security
This position is security-sensitive and subject to Texas Education Code
51.215, which authorizes UT
Southwestern to obtain criminal
history record information
Salary
Salary Negotiable
UT Southwestern Medical
Center is committed to an educational and working environment that provides
equal opportunity to all members of the University community. As an equal opportunity employer, UT
Southwestern prohibits unlawful discrimination, including discriminationon the basis of race,
color, religion, national origin, sex, sexual orientation, gender
identity, gender expression, age, disability, genetic
information, citizenship status, or veteran status.UTSouthwestern Medical Center is
committed to an educational and working environment that provides equal
opportunity to all members of the University community. In accordance with
federal and state law, the University prohibits unlawful discrimination,
including harassment, on the basis of: race; color; religion; national origin;
sex; including sexual harassment; age; disability; genetic information;
citizenship status; and protected veteran status. In addition, it is
UTSouthwestern policy to prohibit discrimination on the basis of sexual
orientation, gender identity, or gender expression.
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