$2,000 Sign on Bonus Eligible

Job Summary

The Patient Access Representative Lead oversees the daily operations of specific work units within the Patient Access Department. The lead partners closely with the Patient Access Supervisors to provide leadership coverage and presence to the registration work units in the clinics and the hospital divisions. This individual is responsible for ensuring the effective operations through organizing, scheduling, and monitoring department workload. In addition, this individual will monitor work quality and productivity metrics and coordinate training as needed. The Lead will serve as the first line of escalation for staff questions on workflows and processes. The incumbent is responsible for training new staff, assisting in the planning and development of training materials, assisting in the development and implementation of quality assurance processes and serving as a go-to resource to staff. This individual will be responsible for ensuring the effective operations of the day to day activities of registration and admission functions. This person will identify areas for improvements and develop plans for improving the quality of these processes. This position is customer service driven and the incumbent must have the ability to effectively promote positive customer service while working in a highly stressful and complex environment. The Lead is able to quickly assess an urgent situation and provide issue resolution and de-escalation. They will support their co-workers, engage in positive interactions, and provide helpful assistance in anticipating and responding to the needs of our customers.

COMPANY DESCRIPTION

Duke LifePoint Healthcare is a joint venture of Duke University Health System, one of the country’s leading academic health systems, and LifePoint Health, a leading healthcare company dedicated to Making Communities Healthier. These two forces joined because of the shared interest in collaborating with hospitals, healthcare providers and patients to bring high quality, innovative healthcare services to communities. Duke LifePoint combines Duke’s unparalleled expertise in clinical excellence and quality care with LifePoint's extensive resources and knowledge and experience operating community hospitals and healthcare organizations.

Essential Functions

• Support co-workers and engage in positive interactions.
• Communicate professionally and timely with internal and external customers. Communicate using the AIDET communication framework, “Acknowledge, Introduce, Duration, Explanation, Thank You.” Practice and adhere to the “Common Ground Code of Conduct” philosophy to guide interactions with colleagues, patients, providers and others with whom we work.
• Demonstrate friendliness by smiling and making eye contact when greeting all customers.
• Provide helpful assistance in anticipating and responding to the needs of our customers.
• Collaborate with customers in planning and decision making to result in optimal solutions.
• Maintain ability to stay calm under pressure and deal effectively with difficult situations.
• Communicates clearly and concisely, verbally and in writing.
• Customer orientation-establishes and maintains long-term customer relationships by building trust and respect.
• Interpersonal skills-able to work effectively with fellow coworkers and clinical staff members.
• Basic skills-demonstrates the ability to organize and perform multiple tasks accurately in a timely manner in a fast-paced environment
• PC skills-knowledge of Microsoft Office and other required applications
• Policies and Procedures-demonstrates knowledge and understanding of organizational policies and procedures.
• Obtain and verify patient identity, demographic and registration information; effectively communicate the purpose for and the requirements of all required patient documents. Must be able to complete and understand the differences between registrations in the ambulatory, inpatient, or Emergency Department setting.
• Must have a strong understanding of EMTALA rules.
• Bedside follow-up with patients where all necessary information was not obtained at admission, obtain inpatient signatures and complete forms including incident reports.
• Change preadmission requests and perform cancellations, when necessary, to assure accuracy of records. Assign the preadmission unit for scheduled admissions.
• Check in or “arrive” patients: Clinic outpatients and ancillary appointments for both scheduled and walk-in patients.
• Complete financial registration responsibilities including but not limited to creating guarantor accounts, interpreting eligibility requirements, collecting document signatures, insurance card scanning, collecting patient payments, and creating financial estimates.
• Complete notifications of admissions as needed to ensure payor contractual requirements are met.
• Counsel patients on prior authorization, referral requirements, insurance networks, covered services, and financial responsibility forms.
• Work closely with clinical staff to expedite any requests for changes to admissions, patient type, or attending information.
• Provide patients with information on the financial assistance policy and application process, explaining alternatives and routing patients without clearance to a financial counselor designee.
• Exceed Patient Access Representative II performance of productivity and quality expectations.
• Provide general assistance to the Patient Access teams by:
• Training new staff and providing ongoing training for existing staff
• Completing quality improvement and productivity activities
• Serving as a knowledge expert and an escalation point for staff questions and concerns.
• Assisting with questions regarding team functions and assist with team direction
• Work closely with Patient Access supervisor to analyze departmental and program specific productivity and quality of service statistics from various reporting systems to schedule appropriate staffing coverage and on the job training sessions.
• Perform patient registration functions when needed to ensure wait times are kept to a minimum.

Benefits - Wide range of benefits options!

• Here at Frye, you choose your own Medical, Dental, and Vision plans from a variety of competitive options that give you the coverage that best fits your needs.
• HSA
• 401(K) retirement plan contributions
• Generous Paid Time Off
• Accident & Critical Illness Insurance
• Prescription Assistance with OptumRx
• Income protection programs for the entire family such as life insurance, Short/Long-term Disability, and Identity Theft.
• Employee Assistance program at no cost to you to provide emotional, legal, financial, and daily life support for your entire household. Services are available 24 hrs. a day, 7 days a week.
• Free travel and entertainment discount program to ensure you enjoy your time away from work.
• Vitality Employee Wellness Plan allows you to take up to 30% off of your bi-weekly health insurance premiums. You also accrue points which allows you to buy merchandise or gift cards at no cost to you.

Why join our team?

Frye Regional Medical Center employs more than 1500 professional and clinical staff. Our medical center is a 355-bed acute care facility which offers a broad array of inpatient and outpatient care. Frye Regional Medical Center is dedicated to providing patients with a full range of services to meet the healthcare needs of our community. We believe our employees are our most valuable assets in accomplishing this goal and we have made great strides to ensure employee satisfaction. If you are passionate about changing lives, we are looking for you!

Qualifications

Minimum Education/Work Experience

• Minimum High School Diploma or equivalent. Preferred Associates Degree in Business, Finance, Health Info Management, or related field.
• 2-4 years’ experience in medical facility, health insurance or related area.
• 2+ years’ experience in Patient Access preferred.