Lead Patient Access Representative
4 days ago
In addition to the day-to -day tasks the PAR Team Lead is a trainer and resource for the new hires, actively and consistently contributes to department operations and communications, behaves in a manner consistent with the mission, vision, and values of Pipeline Health, upholding standards of AIDET (Acknowledge, Introduce, Duration, Explanation, Thank you) patient communication.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Essential Functions:
- Greet and register patients in a friendly and courteous manner.
- Verify insurance information and obtain necessary documentation.
- Collect co-payments and deductibles.
- Monitor the employee’s registrations to reduce ERRORS in the department and answer patient inquiries.
- Assist patients with understanding their billing statements.
- Manage the patient flow in the registration area to reduce wait times in the emergency department
- Train and mentor other patient access representatives.
- Develop and assist implementing new procedures to improve efficiency.
- Maintain a positive and professional work environment.
- Resolve patient complaints and concerns.
- Answer telephone and email communications in a timely, courteous, and professional manner, transferring to the appropriate departments.
- Monitor key performance metrics and identify areas for improvement.
- Reports problems concerning staffing requirements, work methods, staff morale, etc. Coordinates with personnel of other departments regarding patient and/or staff related problems.
- Assist and or prepares the Department schedule, accepts sick calls as needed and modifies the schedule accordingly.
- When applicable is on-call, weekend and holiday coverage participation required as needed.
- Uses clear, concise, professional communication with coworkers, patients, all customers internal and external.
- Uses AIDET in interactions with patients and family members.
- Acts with a sense of urgency when performing tasks.
- Basic unit/department maintenance such as keeping files, drawers, cabinets free from unnecessary clutter.
- Reports on any equipment and or environmental issues for repair.
- Abides by EMTALA and HIPAA (Health Insurance Portability and Accountability Act) regulations.
- Speaks up to stop the line and escalates potential safety events if necessary.
- Completes and attends monthly training assigned.
- Other duties as assigned.
- Treats everyone as their customer; utilizes scripting and other tools to ensure consistency in customer service; Expresses recognition and shows appreciation to others; fully utilizes AIDET principles; responds quickly to handle requests, complaints, and questions; displays a positive attitude.
- Demonstrates the highest level of professionalism, passion and care when interacting with patients, families, physicians, and hospital staff members.
- Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential, embracing ingenuity to service our customers.
- Strong knowledge of medical terminology and coding systems (CPT and ICD-10-CM).
- Proficient in Microsoft Office Suite and hospital information systems (HIS).
- Wears nametag properly; follows dress code policy; answers phone correctly and promptly; is prepared for meetings; meets deadlines; does not participate in gossip; acts ethically and treats others with respect; respects customer’s and co-worker’s time; establishes and maintains effective relationships with customers and co-workers.
- Attends staff meetings; follows HIPAA guidelines; follows patient rights policy; complies with the compliance program; demonstrates knowledge of role in a disaster; demonstrates knowledge of fire and fire drill procedures; working knowledge of hospital emergency codes; always utilizes standard precautions in the clinical setting; safely manages the environment of care by demonstrating a working knowledge of the requirements of the: Life Safety program, Utilities Management program, Hazardous Materials program, Emergency Preparedness program, Safety Management program, Medical Equipment Management program, Security Management program.
- Minimum of three (3) years of experience as a Patient Access Representative.
- Critical thinking, service excellence and good interpersonal communication skills, ability to read/comprehend written instructions, strong organizational skills, ability to follow verbal instructions, and PC (computer) skills.
- A capacity to learn, synthesize, make critical judgments, work independently, place patients and families first, and collaborate with the team members who are recognized leaders within healthcare.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
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