Patient Access Lead

Mercy Health System Janesville , WI 53548

Posted 6 months ago

JOB SUMMARY ###



Plans and supervises activities within the Patient Access department. Assigns work and coordinates activities to maintain efficient workflow.

Monitors quantity and quality of work performed. Interviews, trains, supervises and evaluates employees. Maintains equipment and supplies for the department.

Revises, develops, and implements policies, procedures and performance standards. Performs other duties as assigned. Must have knowledge of all software systems. Must understand Mercyhealth policies and procedures pertinent to operations. # ESSENTIAL DUTIES AND RESPONSIBILITIES # Revises, develops and implements policies and procedures to maintain proper workflow with registration specialists, patient financial counselors, pre-registration specialists, and pre-certification specialists.



. Thinks critically about department operations and implements improvements Uses problem solving skills to identify and correct problems before they escalate to larger issues. Conducts interviews Schedules and monitors time off to make sure work areas are covered and approves payroll.

Collaborates and communicates with other departments to ensure positive interdepartmental interactions. Supervises and evaluates partners. Conducts employee review with presenting and discussing pertinent review findings and recommendations.# When deficiencies are noted, monitors employee performance to assure that corrective action is taken.

Assist with the follow up on patient billing concerns/complaints.# Conducts ongoing training sessions for employees. Evaluates seminars and registers staff as needed Approves ordering of supplies Provides advice and consultation to employees concerning office objectives and policies Sets goals and audit procedures to ensure that employee performance is in compliance to rules and regulations and that corrective action was taken. Review educational material and make sure partners have the most updated materials.

Provide feedback to outside departments related to Patient Access and Revenue Cycle policies and procedures. Maintains staff time and attendance, approves payroll. # CULTURE OF EXCELLENCE BEHAVIOR EXPECTATIONS To perform the job successfully, an individual should demonstrate the following behavior expectations: # Quality

  • Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals. # Service

  • Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions. # Partnering

  • Shows commitment to the# Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other#s views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals. # Cost

  • Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue. # EDUCATION # EXPERIENCE # High school diploma or equivalent required. Associates degree in a business or healthcare field preferred.# Two years of healthcare experience required, with emphasis in billing, insurance, collections, registration, scheduling, or customer service required One year prior supervisory experience required. # ADDITIONAL REQUIREMENTS Passing the Driver#s License Check and/or Credit Check (for those positions requiring). Passing the WI Caregiver Background Check and/or IL Health Care Workers Background Check.

    Must be able to follow written/oral instructions. # OTHER SKILLS AND ABILITIES Strong interpersonal/oral/communication skills Analytical skills Keyboard and typing skills Ability to handle stress Knowledge of PPM and STAR billing systems desirable Microsoft Word and Excel experience desirable # WORK ENVIRONMENT The noise level in the work environment is usually moderate to high. Occupational Exposure: Category B -Some partners in the specified job classification have occupational exposure. # AGE OF PATIENTS SERVED Neonate (birth # 28 days) Infant (29 days # less than 1 year) Pediatric (1 year # 12 years) Adolescents (13 years # 17 years) Adult (18 years # 64 years) Geriatric (65 years and older) # INFORMATION ACCESS Partner may access patient care information, financial data, human resource data and strategic and planning data needed to perform their job duties as directed by their manager or supervisor. #########

WORK CONTACT GROUP #



Patient/families, public, insurance companies, other hospital and clinic personnel. # SPECIAL PHYSICAL DEMANDS The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations. Patient Registration Lead can be required to perform with the same special physical demands of Patient Registrar.

This includes medium work exerting 10 to 25 lbs of force frequently and 25 to 60 lbs of force occasionally. While performing the duties of this job, the employee is frequently required to sit, handle, finger, feel, reach, talk and hear. The employee is occasionally required to stand, walk, stoop, kneel, crouch and crawl.

Specific vision abilities required by this job include frequent close vision and ability to adjust focus and occasional distance vision. Prolonged sitting. Manual dexterity needed to operate telephone and keyboard. Must be able to push patient in wheelchair. ####



LEVEL OF SUPERVISION Responsibilities include training employees; planning, assigning, and directing work; assisting with appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. SUPERVISES Supervisory responsibilities are conducted in accordance with directives of management, the organization#s policies, and applicable laws.

Plans and supervises activities within the Patient Access Services and Clinic Pre-Registration department. Assigns work and coordinates activities to maintain efficient workflow.

Monitors quantity and quality of work performed. Interviews, trains, supervises and evaluates employees. Maintains equipment and supplies for the department.

Revises, develops, and implements policies, procedures and performance standards. Performs other duties as assigned. Must have knowledge of all software systems including PHS, HBO, PLUS, STAR, Epic & Kronos. Must understand Mercy Health System policies and procedures pertinent to operations.



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Passing the WI Caregiver Background Check and/or IL Health Care Workers Background Check. Must be able to follow written/oral instructions. # OTHER SKILLS AND ABILITIES Basic knowledge of keyboard skills and medical terminology preferred. Excellent oral communication skills/organizational skills Ability to handle stress and problem solve Computer experience preferred EPIC knowledge preferred Able to work independently, as well as, collaborate in a team environment. # WORK ENVIRONMENT The noise level in the work environment is usually moderate to loud. Occupational Exposure: Category B -Some partners in the specified job classification have occupational exposure. # AGE OF PATIENTS SERVED Neonate (birth # 28 days) Infant (29 days # less than 1 year) Pediatric (1 year # 12 years) Adolescents (13 years # 17 years) Adult (18 years # 64 years) Geriatric (65 years and older) # INFORMATION ACCESS Partner may access patient care information needed to perform their job duties. # WORK CONTACT GROUP ### Partners, physicians, patients/family, visitors, vendors############# ################################# # SPECIAL PHYSICAL DEMANDS The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations. Medium work exerting 10 to 25 lbs of force frequently and 25 to 60 lbs of force occasionally. While performing the duties of this job, the employee is frequently required to sit, handle, finger, feel, reach, talk and hear. The employee is occasionally required to stand, walk, stoop, kneel, crouch and crawl. Specific vision abilities required by this job include frequent close vision and ability to adjust focus and occasional distance vision. Prolonged sitting. Manual dexterity needed to operate telephone and keyboard. Must be able to push patient in wheelchair. ######### ######################### LEVEL OF SUPERVISION Some independent judgment is required, but alternatives are limited by standard practices or procedures. JOB SUMMARY Mercy Health Patient Registrars will be the embodiment of the hospital's mission, vision and values. The Patient Registrars will greet patients or family members in the various clinic and hospital settings and assist them in answering any questions or concerns they may have. Patient Registrars will collect all applicable co-pays and other patient payments as necessary. Responsible for patient registration duties for MercyhealthHospital locations. Performs other duties as assigned. ESSENTIAL DUTIES AND RESPONSIBILITIES * Responsible for arriving patient to the Hospital, ER and Urgent Care * Responsible for taking patients complaints/symptoms and listing complaints and symptoms in the appropriate order. * Responsible for gathering and entering into EPIC all necessary billing and demographic information from patients/family. * Identify appropriate primary/secondary payees * Collects all applicable co-pay's, self-pay payments, and in some cases pre-payment for services. * Helps coordinate placement of patients into the appropriate unit. * Verifies patient insurance information and updates insurance information as appropriate. * Helps to identify patients without insurance and works closely with patient financial counselors to help facilitate self-pay services for patients without insurance. * Helps identify if patients in the ER have an out of network insurance and provides this information to ED providers. * Responsible for logging in the patients account notes that a patient has out of network insurance and any attempt to transfer patient to an in-network facility that was denied. * Works with other departments at various hospital locations to notify when patients have arrived. * Responsible for updating wait times for InQuicker at various hospital locations including interstate billboard. * Responsible for adding InQuicker patients to the ED track boards as patients make appointments. * Performs Pre-admission functions for patients. * Performs Pre-registration functions for patients. * Upon admission provides patients with admission information such as the VIP Folder as needed. * Obtains signatures for Medicare forms as required for admission. * Correctly identifies patients utilizing department standards. * Generates patient arm band, face sheet, and patient labels. * Works closely with ER/Urgent Care staff to facilitate patient care during periods of EPIC Downtime. * Works with nursing staff to provide taxi vouchers and payment for taxi services for patients. * Responsible for maintaining an accurate cash drawer. * Responsible for closing and balancing cash drawer at the end of each shift. * Works workqueues to resolve registration errors thus allowing patient bills to process in a timely manner. * Responds to all incoming correspondence and telephone inquiries. * Escorts patients/visitors to the correct area. * Must be able to push patient in a wheelchair. CULTURE OF EXCELLENCE BEHAVIOR EXPECTATIONS To perform the job successfully, an individual should demonstrate the following behavior expectations: Quality- Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals. Service- Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions. Partnering- Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals. Cost- Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue. EDUCATION & EXPERIENCE Graduate of high school or equivalent One to two years customer service experience required Knowledge of all third party payors preferred Medical terminology preferred ADDITIONAL REQUIREMENTS Passing the Driver's License Check and/or Credit Check (for those positions requiring). Passing the WI Caregiver Background Check and/or IL Health Care Workers Background Check. Must be able to follow written/oral instructions. OTHER SKILLS AND ABILITIES Basic knowledge of keyboard skills and medical terminology preferred. Excellent oral communication skills/organizational skills Ability to handle stress and problem solve Computer experience preferred EPIC knowledge preferred Able to work independently, as well as, collaborate in a team environment. WORK ENVIRONMENT The noise level in the work environment is usually moderate to loud. Occupational Exposure: Category B -Some partners in the specified job classification have occupational exposure. AGE OF PATIENTS SERVED Neonate (birth – 28 days) Infant (29 days – less than 1 year) Pediatric (1 year – 12 years) Adolescents (13 years – 17 years) Adult (18 years – 64 years) Geriatric (65 years and older) INFORMATION ACCESS Partner may access patient care information needed to perform their job duties. WORK CONTACT GROUP Partners, physicians, patients/family, visitors, vendors SPECIAL PHYSICAL DEMANDS The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations. Medium work exerting 10 to 25 lbs of force frequently and 25 to 60 lbs of force occasionally. While performing the duties of this job, the employee is frequently required to sit, handle, finger, feel, reach, talk and hear. The employee is occasionally required to stand, walk, stoop, kneel, crouch and crawl. Specific vision abilities required by this job include frequent close vision and ability to adjust focus and occasional distance vision. Prolonged sitting. Manual dexterity needed to operate telephone and keyboard. Must be able to push patient in wheelchair. LEVEL OF SUPERVISION Some independent judgment is required, but alternatives are limited by standard practices or procedures. Mercy Health System Janesville WI

Patient Access Lead

Mercy Health System