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Job Description:
The Patient Access Lead will work in a collaborative manner with department management to implement and attain goals of the department. The Lead is responsible for onboarding functions, including interview assistance, creating & providing follow-up training to new employees and existing employees. The Lead also creates and implement new workflows as directed by management.
As a working lead also assists the manager with daily business issues, including rearranging staff to cover for sick calls, filling in shifts/providing lunch/break coverage to ensure proper staffing, complete assigned tasks such management of work queues, and switchboard/phone management. The Lead is the back-up to scheduling support and reviews scheduled appointments to ensure quality. The Lead is a liaison between patients, department staff, physicians, and other patient care staff to provide excellent care for our patients.
Specific Knowledge, Skills, and Capabilities:
- Excellent customer service skills
- Strong verbal and written communication skills
- Understands tension in stressful situations and is able to de-escalate those present and remain calm in an emergency situation
- Understanding of health insurance plans, benefits, co-payments, and record needs
- General knowledge of hospital registration, billing, and patient self-pay collection practices.
- Ability to prioritize and coordinate a variety of tasks based on importance of customer satisfaction, patient compliance, revenue cycle improvement, and hospital operation.
- Ability to problem solve complex issues between multiple departments and stakeholders.
- Must be detail oriented and well organized.
- Basic understanding of patient health insurance plans, insurance terminology, benefits, co-payments, and record needs
- Ability to set priorities and demonstrate effective time management techniques and the ability to work independently.
Required Qualifications:
- High school graduate or equivalent
- 3 years previous experience in patient registration, scheduling, or admitting
Preferred Qualifications:
- Previous experience with Epic and Microsoft Office software products, including Excel, Word, PowerPoint, Visio, and Teams preferred.
Essential Job Functions:
- Effectively assists management in monitoring, developing, and implementing department procedures.
- Assists with preparation of staff schedule efficiently and in a timely manner.
- Assists management with interviewing, onboarding and training of staff.
- Mentors, trains, and evaluates staff on scheduling competencies.
- Provides input to manager when staff displays their ability to perform independently on specific competencies.
- Adjusts, corrects, and communicates schedule corrections to other schedulers to ensure quality/accurateness of scheduling process.
- Effectively communicates scheduling process updates and changes to appropriate teams and departments.
- Creating templates as needed to support new services. Updating templates as assigned.
- Creating and updating workflows that will align with other HealthPartners locations but also meet the business requirements of the local services.
- Collaborate with department staff, Imaging, Rehab and surgery staff/leaders to problem-solve scheduling issues/concerns.
- Monitor and manage registration work queues daily, reviewing, and correcting registrations to guarantee complete and accurate registration and billing information has been entered.
- Monitor phone queues and provide direction as needed to manage phone calls.
- In partnership with leader/lead, assign daily task management (shift or lunch coverage, breaks, meetings, work queues) as needed.
- Performs the duties of Admitting Registrars, Guest Experience Reps, and other department functions when needed.
- Provides coverage of Emergency Center when needed in partnership with Admitting Registrars and management staff.
Located just off I-94 between the Minnesota and Wisconsin border, you’ll find exceptional, personalized care at Hudson Hospital & Clinic. With our internationally recognized healing arts program, we invite you to experience Hudson Hospital & Clinic warm, comforting healing environment. As part of HealthPartners family of care, we offer access and choice to our patients and focus on quality health care for the communities we serve.
Additional Information:
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
