Patient Access Support Specialist - Lead

GENERAL RESPONSIBILITIES     

This position is the senior position of front office clinic staff, and is responsible for being the content expert at assigned clinics, under the supervision and direction of Operations department leadership.  Provides leadership and subject matter expertise in establishing and maintaining a professional environment, with exceptional front office customer service, and provides on-going training and support to promote staff development. This position is also responsible for the overall management of the waiting room atmosphere, keeping patients informed about wait times, and ensuring a comfortable and clean waiting area.

ESSENTIAL DUTIES

• Performs all duties as described in the patient access specialist job description. Supports front office staff at assigned location(s) and oversees that policies and procedures are followed.
• Orients and trains new staff, coaches and assists front office staff in understanding and learning their duties and responsibilities.
• Provides input to the Front Office Supervisor on staff performance, including assisting in the preparation of performance appraisals and disciplinary actions.
• Oversees the securing and monitoring of cash and deposits. Oversees the change funds, including conducting periodic audits.
• Assists front office staff with patients when needed to review accounts, explain charges, and assist the patient in understanding their bill and arranging payment plans. Assists staff in seeking alternative payment arrangements as needed and in consultation with Patient Financial Services, as appropriate.
• Assists Front Desk Supervisor in daily advanced preparation, based on clinic schedules, and assigning tasks to front desk staff.
• Assists front desk staff with questions related to Healthy Connections and other third-party payor programs and protocols. Ensures required documentation is obtained per current Health & Welfare regulations and Terry Reilly protocols.
• Files patient incident reports and complaints using the incident reporting system.
• Responsible for investigating and resolving patient incidents and complaints as they pertain to the clinic front office, in conjunction with the Front Office Supervisor. Coaches and educates front office staff to improve their ability to handle patient issues appropriately and independently. Intervenes to de-escalate patients when appropriate.
• Provides analysis and constructive input to the Front Office Supervisor as to process improvement.
• Ensures the safety and cleanliness of clinic facilities by filing necessary work orders, scheduling on-going maintenance and performing regular inspections, oversight and reporting as assigned.
• Ensures maximum clinician productivity by regularly monitoring clinic schedules and blocks for accuracy and appropriateness and to ensure protocols are followed.

MINIMUM QUALIFICATIONS

• Minimum one year of team leader or manager experience, or demonstrated leadership abilities.
• Experience in a health care setting directly related to the duties and responsibilities specified. This includes knowledge of Medicare, Medicaid and major insurance carrier regulations, procedures, and benefit plans and experience working with computerized billing and medical accounts receivable systems.
• Strong computer skills, using Microsoft Office products, to include Outlook, Excel and Word.
• Ability to establish and maintain effective working relations with public and other staff persons. Strong customer relations and communication skills with a proven record of customer service excellence.
• Ability to handle stress related to demanding or difficult patients, competing priorities, and changing processes.
• Must possess visual or corrected acuity to read small print. Able to read and follow oral and written instructions
• Able to organize, prioritize, and coordinate multiple activities and tasks. Strong analytical and problem solving skills. Ability to work independently and use sound judgment. 
• Ability to work flexible hours with minimal supervision.
• Good math skills, including demonstrated ability to correctly calculate income, payment plans and sliding fees. Able to understand, analyze and explain patient accounts.
• Caring and compassionate disposition with a sensitivity to low income, ethnic minority community.
• Ability to gather data, compile information and correct errors.
• Is punctual, reliable and highly ethical.

Terry Reilly Health Services is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, or protected Veteran status.

Current Openings for Patient Access Support Specialist Lead Jobs at Terry Reilly Health Services