Lead Patient Access Specialist

2 weeks ago

Lanham, Maryland, United States Children's National Hospital Full time

Position Overview:
The Lead Patient Access Specialist will report to the Patient Access Supervisor or Manager, delivering exceptional patient services and administrative assistance within ancillary operations. This role serves as a key resource for registration processes, contributing to the daily performance outcomes of the department. The Lead Specialist will support the team through training initiatives and problem-solving strategies to enhance registration efficiency.

Key Responsibilities:
The Lead Patient Access Specialist will be tasked with the ongoing development of staff, collaborating with management to create training programs and ensuring adherence to quality assurance standards. Interaction with parents, patients, physicians, and other staff will be conducted in a courteous manner, with a focus on providing assistance across departments.

Essential Duties:

  • Accurately collect and verify demographic information to ensure data integrity.
  • Notify patients of scheduled and unscheduled services in accordance with insurance provider protocols.
  • Manage patient scheduling for ancillary appointments and may float to various patient access areas as needed.
  • Complete at least one complex access function, such as Complex Scheduling or Bed Management.

Qualifications:
Education:
High School Diploma or GED (Required)

Experience:
Minimum of 3 years in a related field (Required)

Skills and Knowledge:
Comprehensive understanding of administrative processes and customer service excellence. Proficiency in computer applications is essential, with Microsoft Office experience preferred (Word & Excel). Completion of the Patient Access training curriculum and successful passing of all competency assessments are required. A typing speed of at least 35 words per minute is necessary.

Functional Accountabilities:
Patient Services:

  • Ensure the accuracy of patient scheduling using the appropriate systems.
  • Conduct professional and courteous registration via telephone or in-person interactions.
  • Collect and update demographic and insurance information in accordance with departmental standards.
  • Manage appointment cancellations and rescheduling efficiently.
  • Provide a welcoming experience for patients and parents, ensuring compliance with necessary documentation.
  • Handle co-payments and financial transactions, contributing to departmental collection goals.
  • Respond to patient portal inquiries and manage work lists effectively.

Information Verification:

  • Verify insurance eligibility and manage authorization issues proactively.
  • Communicate with parents regarding necessary insurance documentation.
  • Assist in financial discussions with parents in a professional manner.

Bed Management and Daily Operations:

  • Review and manage department schedules, ensuring appropriate appointment allocation.
  • Assign beds based on established criteria and communicate effectively with relevant units.
  • Maintain cash control and reconcile daily collections.

Performance Improvement:

  • Provide feedback to management regarding registration errors and training needs.
  • Mentor and train new staff members, ensuring adherence to departmental standards.

Organizational Commitment:
Demonstrate dedication to the mission and core values of the organization, fostering a diverse and inclusive environment while maintaining confidentiality and integrity at all times.

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