Patient Access Rep Lead

2 days ago

MO United States BJC HealthCare Full time
Overview

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois, and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban, and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care, and hospice.

BJC is the largest provider of charity care, unreimbursed care, and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit. That includes $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. In addition, BJC provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach, and community health programs and regional economic development.

BJC’s patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children’s Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country.


Role Purpose

This role has a variety of responsibilities including supporting all aspects of the Point of Service Collections process for all BJC hospitals, from individual estimate generation to educational support for Patient Access staff. Managing the price estimation request line, this position may be the first point of contact for potential patients and must represent BJC with the highest standard of customer service, compassion & perform all duties in a manner consistent with our mission, vision, values and BJC service standards. This role ensures the most accurate insurance plan & financial liability amount is populated in the patient record. It coordinates and implements projects and special assignments that support Patient Access processes & initiatives at their assigned HSO. Responsible for the development of innovative processes within PA to support staff working smarter not harder. The Patient Access Lead must possess exceptional attention to detail & critical thinking skills. The Patient Access Lead - HSO will facilitate all components of the Patient Access Rep's pre-boarding and onboarding at BJC. In addition to performing the duties of a PAR I & II, this position serves as a formal mentor to PAR I & II. Working independent of direct supervision, the lead will coordinate the work of others.


Responsibilities
  1. Communicates in a professional, positive and patient-focused manner whether in-person or by phone. Takes initiative to identify and report system-related issues. May work in partnership with vendor and BJC I.T. resources to investigate, resolve and monitor corrections. Excels in multiple computer systems. Cross-trained in all aspects of pre-arrival services and able to provide training and auditing on each process. Complete training documentation, feedback and supports Supervisor(s) in staff development.
  2. Proficient in registration, authorization securement and other pre-arrival workflows. Experienced in use of multiple BJC computer systems. Demonstrates ability to understand and comply with Medicare Secondary Payer, HIPAA privacy standards, Patient Bill of Rights and Responsibilities, Advance Directives, Consent to Treat, EMTALA, and JCAHO requirements. Ensures updates regarding changes to operational procedures are communicated to the staff. Performs visual quality audits and reports results to leadership. May participate in the development of departmental staffing and have direct responsibility for adhering to those goals. Provide coaching and re-education to staff when trends or competency issues are identified.
  3. Performs service recovery; support investigation and resolution of operational issues as required. Able to provide consistent, excellent customer service in a variety of situations. Mentor staff in the most appropriate ways to handle various situations that may arise.
  4. Serves as a subject matter expert in all areas of patient access. Round various registration areas throughout their assigned HSO to observe registrars for mentoring opportunities. Run and review reports to determine accuracy and timeliness of registrations and then provide additional education where required. Train staff, where necessary, on how to collect point of service payments. Seek to identify trends in patient outcomes related to audits, reporting and compliance.
  5. Adjust staffing as needed based on volume expectations. Serve as first line resource to staff for any questions or concerns. Ensures that the productivity and actions of the group meet/support the overall operational goals of the department as established by department leadership. Determine staffing needs. Review staff hours worked vs scheduled hours and determine appropriate disposition if variation exists. Responsible for a call rotation on weekends and holidays.
  6. BJC has determined this is a safety-sensitive position. The ability to work in a constant state of alertness and in a safe manner is an essential function of this job.

Minimum Requirements
  1. Education: High School Diploma or GED
  2. Experience: 2-5 years

Preferred Requirements
  1. Education: Associate's Degree
  2. Licenses & Certifications: CHAA

Benefits and Legal Statement

BJC Total Rewards

At BJC we’re committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social and financial well-being.

  • Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date
  • Disability insurance* paid for by BJC
  • Pension Plan*/403(b) Plan funded by BJC
  • 401(k) plan with BJC match
  • Tuition Assistance available on first day
  • BJC Institute for Learning and Development
  • Health Care and Dependent Care Flexible Spending Accounts
  • Paid Time Off benefit combines vacation, sick days, holidays and personal time
  • Adoption assistance

*Not all benefits apply to all jobs

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer

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