Coordinator Patient Access

3 weeks ago

Boston, Massachusetts, United States East Boston Neighborhood Health Center Full time
Thank you for your interest in a career at NeighborHealth, formerly East Boston Neighborhood Health Center

Everywhere you turn, you can feel the immeasurable level of enthusiasm here at NeighborHealth We are one of the largest community health centers in the country, supporting the greater Boston area and focusing on the well-being of our patients and local community. From the nurses and physicians on the front line of patient care, to the managers who lead and guide our staff, to the many support roles that keep our facilities running smoothly - everyone plays a vital role in improving medicine for our patients.

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Time Type: Full time

Department: Registration

All Locations: East Boston

Description: A Registration Team Leader is a critical position within Registration that provides performance coaching and training of new staff; as well as oversees the department's daily workflows in the absence of the department Supervisor. The Team Leader supports the Supervisor by ensuring Registration management, efficient performance and completion of daily administrative tasks when the Supervisor is not physically present in the department. This position also supports in overseeing the day to day workflows of the staff by making adjustments to staff assignments, scheduling, etc. as needed. In addition, s(he) makes recommendations for improvements within the department as well as handles patient complaints. This step on the Patient Access career ladder is generally achieved through internal promotion. Professional staff in this position demonstrates strong leadership, superior customer service, written and verbal communication, judgement and problem solving skills. The Team Leader is expected to make all patients feel welcome, over the phone or in person, while capturing comprehensive and accurate information

Essential Duties and Responsibilities:

Acts as a mentor to new and existing registration staff.Works with supervisor to orient and train new staff to department policies, procedures and work flow.Demonstrates excellent leadership in all areas of responsibility for Patient Access Representatives, Patient Access Coordinators and Insurance Coordinators. Coordinates the day to day workflow for assigned clinical areas. This includes the registration of patients to ensure efficient patient flow.Manages workload for line staff and adjusting staffing levels to meet the needs of the clinical areas.Displays superior customer service skills. Assists patients to resolve complaints or concerns. Reports all incidents to supervisor.Maintains patient confidentiality at all times.Maintain cash handling in accordance with department and health center policies and procedures.Demonstrates initiative, reliability, flexibility, and organizational skills.Demonstrates substantial knowledge of all the registration departments to ensure proper information is forwarded to staff as needed.Demonstrates excellent communication skills. Promotes clear and concise communication between staff in order to achieve a healthy and effective atmosphere within the department. Promotes a sense of teamwork within the department. Provides evening/floating holiday coverage on a rotating basis.Responsible for coordinating the maintenance, troubleshooting, and obtaining servicing for all printers, fax machines, and copiers in the Practice Team by processing work orders to facilities and ITFollows departmental guidelines for emergency situations.Interpreting skills used appropriately within all practices as needed.Participate in the planning of continuous improvement in skill development and training for all registration staff and any other staff performing a registration function.Participates in departmental process redesign, quality assurance activities, and special projects as assigned.Act as a liaison between Patient Access departments and the clinical team. Reports any relevant issues to the supervisorCarries change and makes rounds as needed to ensure the departments are running smoothly. Addresses any concerns or feedback from staff and/or patientsProvide feedback to the Supervisor regarding staff as part of their development or performance reviews. Recognizes issues pertaining to staff and bring them to the attention of the leadership team for proper resolution. This may include attendance and punctuality issues, dress code, non-compliance or work related issues.Forwards feedback and/or letters from staff. Updates supervisor of new workflows or workflow ideas.Attends safety committee walk-throughs, drills and/or meetings as needed and requested by Supervisor.Assist Supervisor with approving time off for staff.Assist Supervisor with the staff schedule to coordinate coverageCoordinates the ordering of office supplies for assigned clinical areas through SupervisorAssumes additional responsibilities during Supervisor's absence, as requested.Adheres to department policies regarding attendance and punctuality.Adheres to EBNHC and departmental policies & procedures. EDUCATION: High School graduate or equivalent EXPERIENCE: Minimum of 3 to 5 years experience in a medical office settingKnowledge of managed care, the various insurance plans, registration practices and protocolsUnderstanding of and experience with EBNHC systems, processes, policies and procedures a plus ​SKILLS/ABILITIES: Strong initiative and leadership skillsExceptional customer service and problem solving skills Excellent communication and interpersonal skillsStrong organizational and time management skillsStrong computer skillsDemonstrates ability to work in a fast paced environment performing multiple tasks simultaneously

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