Team Lead Patient Access Services Emergency Registration

Emergency Department Patient Access Representative Team Lead

Boston Medical Center (BMC) is more than a hospital. It's a network of support and care that touches the lives of hundreds of thousands of people in need each year. It is the largest and busiest provider of trauma and emergency services in New England. Emphasizing community-based care, BMC is committed to providing consistently excellent and accessible health services to all-and is the largest safety-net hospital in New England. The hospital is also the primary teaching affiliate of the nationally ranked Boston University School of Medicine (BUSM) and a founding partner of Boston HealthNet - an integrated health care delivery systems that includes many community health centers. Join BMC today and help us achieve our Vision 2030 which is a long-term goal to make Boston the healthiest urban population in the world.
Position: ED Patient Access Representative Team Lead

Department: Patient Access Services

Schedule: Full Time

POSITION SUMMARY:

Under general supervision from the department supervisor, manager or director, is responsible for the optimizing department operations by ensuring timely arrivals, registrations and floor support for all ED Patient Access Representatives and ED areas. Responsible for leading assigned staff and providing support to the supervisor, manager, director and the department in matters pertaining to day to day operations, registration, staffing, scheduling, and various productivity reports. New hire orientation and refresher training responsibilities as needed.

JOB REQUIREMENTS

EDUCATION:

Requires knowledge generally acquired through the completion of an Associate Degree or equivalent combination of education and/or experience.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

Internal Candidates:

CAC Certification - Certified Applications Counselor Must be obtained within 90 days of hire.

External Candidates:

CAC Certification - Certified Applications Counselor Must be obtained within 90 days of hire.

EXPERIENCE:

• 3+ years of registration related experience
• Internal Candidates: In addition to registration experience, you must have a proven Quality Assurance score average of 95% or higher for at least 24 months

KNOWLEDGE AND SKILLS:

• Sound judgment and critical thinking
• Ability to prioritize and handle multiple tasks in a very busy environment
• Strong organization and follow-through skills
• Basic computer literacy required
• Accuracy and attention to detail
• Ability to work independently and as a part of a team
• Strong customer service and interpersonal skills
• Strong communication skills
• Must be flexible and able to function within a team
• Ability to maintain composure in stressful circumstances
• Basic computer skills and/or facility to learn computer skills required for MS Outlook, Epic

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Supervises staff to ensure compliance with hospital goals and mission in a way that contributes to the growth of the staff/department.
• Manages work flow and monitors quality of work of the support staff group to ensure an efficient operational flow, timely completion of assignments and adherence to department's standards and regulations.
• Distributes work load in a fair and equitable manner in order to meet departmental goals and ensure proper patient flow.
• Assists supervisor in determining appropriate work procedures to meet targeted goals; identifies problem areas and initiates changes in assignments, procedures, etc.
• Coordinates and maintains the monthly schedule for department coverage. Schedules team assignments for the week, for the day and schedules breaks. Reviews with supervisor at least weekly.
• Assists with the training of staff, to ensure compliance with mandatory regulations.
• Assist supervisor in monitoring staff performance, productivity and compliance with departmental procedures to ensure quality and completeness. Provides feedback to supervisor to assist in staff annual performance appraisals.
• Works cooperatively and provides constructive feedback to staff and takes appropriate steps to effectively resolve issues, seeking assistance from his/her supervisor/manager when needed.
• Provides direction and development to employees by coaching, identifying training needs, assigning progressively challenging projects, and assisting in career development planning.
• Remains knowledgeable of and follows appropriate policies, procedures, and work rules, including but not limited to, policy regarding hours of work, absenteeism and tardiness. Provides recommendations to supervisor or manager regarding follow-up action and/or disciplinary actions.
• Interviews patients, families, or referring physicians via fax or telephone to obtain all financial and demographic information required for reimbursement for services rendered.
• Enters patient registration data into on-line system using a PC/computer terminal according to established procedures to ensure proper reimbursement from third-party payors and patients.
• Monitors team members to assure they follow departmental and hospital policies. Recommends changes to departmental policies and procedures relative to billing and collection in order to achieve the goals of productivity and quality patient-focused service
• Responds to inquiries, identifies problems, and resolves the problem or issue.
• Meets with team, other team leaders, and all related departments to coordinate activities, share information, and identify and resolve problems. Promotes cooperation between teams.
• Acts as a resource person and team leader to ensure each ED Patient Access Representative receives the necessary support to accomplish goals.
• Ensures all areas of the Emergency Department are adequately covered with ED Patient Access Representatives
• Conducts daily shift huddles
• Delivers outstanding customer service to both internal and external customers.
• Ensures the integrity of the data in the hospital's information system with respect to patient demographic, insurance and admission information.
• Verifies patient insurance using various methods.
• Applies knowledge of payer requirements and guidelines to ensure effective reimbursement.
• Participates in holiday coverage rotation.
• Secures patient valuables.
• Documents accurate information on all patient accounts to ensure an effective workflow throughout the organization.
• Demonstrates ability to handle difficult situations by using effective problem solving skills.
• Serves as a resource for patients and others with questions regarding registration, insurance eligibility and patient admission.
• Collects insurance copays from patients.
• Collaborates with other team leaders and ED Patient Access Representatives to ensure a positive and effective patient experience.
• Demonstrates ability to work independently and as part of a team in a fast paced environment with constant interruption.
• Flexible availability to accommodate work coverage requests.

CLINICAL/UNIT SUPPORT

• Performs audits and quality checks to monitor individual errors and unit performance as needed, for quality control and billing purposes.

TRAINING / ORIENTATION SUPPORT:

• Attends scheduled training sessions for systems upgrades or newly acquired clinical systems.
• Assists with employee training and provides orientation to new employees.

OTHER SUPPORT DUTIES:

• Answers telephone calls in a courteous manner; maintains department files, and responds to inquiries from personnel, patients and the general public.
• Monitors and maintains inventory of office supplies and equipment. Reports all purchase needs to department supervisor.
• Keeps office equipment in working order and contacts vendors or IT Help Desk, as necessary, for repairs or replacements. Notifies supervisor, manager or director of problem if not addressed in a timely manner.
• Covers/"floats" to other areas under the direction of a manager and/or director or departmental need.
• Organizes work area for efficiency, neatness and safety.
• Performs On-Call rotation, as applicable.
• Communicates with all members of staff on work-related issues effectively and courteously.
• Assists supervisor in planning, organizing and coordinating departmental activities, meetings or functions, obtaining assistance from staff, as necessary.
• Maintains strict protocols of all confidential or sensitive information
• Utilizes hospital's cultural beliefs as the basis for decision making and to facilitate the hospital's goals and mission.
• Follows established hospital infection control and safety procedures.
• Perform other duties assigned or as necessary.

Must adhere to all of BMC's RESPECT behavioral standards.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required). IND123

Equal Opportunity Employer/Disabled/Veterans

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