Lead Patient Access Representative

1 month ago


Montgomery, Pennsylvania, United States Jefferson Health Full time
Job Summary

As a Lead Patient Access Representative - Central Registration, you will play a critical role in ensuring the smooth operation of our patient access department. You will be responsible for providing day-to-day support to Patient Access Representatives, acting as a subject matter expert, and ensuring that staff provide a positive patient experience. You will demonstrate effective communication and customer service skills when interacting with staff, patients, families, and leadership.

Key Responsibilities
  • Interact with co-workers, visitors, and other staff consistent with the values of Jefferson.
  • Ensure timely, efficient, and accurate registration processes are followed by staff. Excel in all functions performed by staff, keeping current on insurance tip sheets and workflow updates.
  • Ensure regulatory and compliance requirements are met; comply with departmental and institutional protocols.
  • Distribute work assignments daily.
  • QA a sample of registrations to ensure overall accuracy, provide feedback on deficiencies, coach, and track for performance improvement daily.
  • Backfill for staff during meal breaks. Cover scheduled PTO/ETO or unscheduled absences as needed.
  • Demonstrate a professional demeanor with patients, families, coworkers, clinical, and leadership by consistently fostering a positive interaction in the department.
  • Train all new hires to accurately record orders, demographic, and insurance information, including authorizations, referrals, and medical necessity. Provide real-time coaching and feedback to staff on any workflow changes or quality errors.
  • Achieve individual and team performance metrics.
  • Interact with a diverse patient base while ensuring door-to-doctor time is maintained according to departmental standard wait times.
  • Rotate assignment to all points of service within Patient Access (Outpatient Registration and Emergency Department).
Qualifications

Competencies (Knowledge, Skills, and Abilities Required):

  • Knowledge of patient registration, third-party insurance coverage, including manage care plans, benefits, authorizations/referrals, and coverage requirements.
  • Proficient with Computer and Microsoft Office skills and familiar with healthcare EHR applications (i.e., EPIC, Cerner).
  • Demonstrate the ability to provide feedback and coaching.
  • Strong verbal and written communication and customer service skills.

Minimum Education and Experience Requirements:

  • Education: Required High School Diploma or GED.
  • AND
  • Experience: 3 years of patient registration experience.


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