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Patient Access Team Leader

2 months ago

Canton, United States Cleveland Clinic Full time


Join Cleveland Clinic's Mercy Hospital, where innovation in research and surgical procedures meets state-of-the-art technology, and patient care is unparalleled, creating a family-like environment for caregivers.

As a vital part of the Cleveland Clinic Health System, Mercy Hospital features 476 beds and a diverse range of medical specialties, serving the communities in and around Stark County.

In this role, you will collaborate with dedicated and passionate caregivers, receiving continuous support and recognition while advancing your career with one of the most esteemed healthcare organizations globally.

As a Patient Access Team Leader, you will oversee departmental operations while also:

  • Implementing and executing complex policies and procedures in partnership with the supervisor.
  • Ensuring accurate and timely patient registrations.
  • Providing guidance and oversight to staff for daily operational support.
  • Adapting to various areas, locations, and/or hospitals based on staffing requirements.

The ideal candidate will possess:
  • Exceptional leadership abilities.
  • Strong multitasking skills with a keen attention to detail.
  • Flexibility and adaptability.
  • A solid work ethic.

This position offers an excellent opportunity to take on a leadership role within a dynamic team and gain the experience necessary to progress into Supervisor or Manager positions.

At Cleveland Clinic, we prioritize what matters most.
We treat our caregivers like family and continually seek ways to support you.


We offer:

Resources for professional development, a fulfilling career path for all, and comprehensive benefits that focus on your health, well-being, and future.

Joining Cleveland Clinic means becoming part of a supportive caregiver family united by shared values and a commitment to providing exceptional care and creating the best workplace in healthcare.


Key Responsibilities:

  • Utilizing appropriate reports to engage with insurance payers for resolving registration-related account issues with minimal internal escalation.
  • Addressing and resolving patient inquiries or complaints.
  • Providing recommendations and insights to implement Patient Access programs in line with evolving insurance regulations and departmental data.
  • Assisting the site manager/supervisor with daily operational tasks in patient access.
  • Participating in on-call coverage and managing call-offs within the department.
  • Engaging in committees as a subject matter expert on departmental processes.
  • Being cross-trained to independently manage all Patient Access areas at any facility, including Front Desk, Admitting Office, ER registration, and Cashier.
  • Facilitating exceptional communication for each patient interaction during registration.
  • Identifying and resolving patient registration issues or initiating necessary follow-ups.
  • Implementing service recovery efforts as needed.
  • Training staff and participating in performance evaluations through constructive feedback.
  • Completing special projects and assignments beyond front-line responsibilities, including operational tasks like staff scheduling, report management, compliance audits, and time and attendance entries.
  • Assisting in the development and implementation of new processes.
  • Functioning as a Super User.
  • Contributing to departmental audits, reports, and quality assurance.
  • Coaching based on compliance metrics and overseeing cashiering duties as required.
  • Providing registration and cash collection access in Epic.
  • Performing other assigned duties.

Education:
High school diploma or equivalent.

Certifications:
None required.

Complexity of Work:
Basic knowledge of PC software applications and the ability to navigate multiple data systems is essential.
Demonstrated understanding of medical terminology is required, or completion of a relevant course within one year.
Attention to detail, excellent communication, organizational, and interpersonal skills are mandatory.
Ability to multitask and maintain composure in a fast-paced environment is crucial.
A positive and professional demeanor with effective communication skills is expected.

Work Experience:

A minimum of 4 years in a customer-facing role involving in-person or phone contact; or prior experience as a work leader with proven personnel management skills. An Associate's degree may substitute for up to one year of the required experience, while a Bachelor's degree may substitute for up to two years.


Physical Requirements:
Ability to communicate and exchange accurate information.
Ability to perform work in a stationary position for extended periods.

Ability to handle physical records or operate a computer, with the capacity to travel throughout the facility and lift up to 25 lbs.


Personal Protective Equipment:
Adhere to Standard Precautions by using personal protective equipment as necessary.

Salaries reflected on independent job search websites may vary and do not represent information directly from Cleveland Clinic.

We encourage each candidate to discuss salary specifics during the application and hiring process.