Crystal Clinic Orthopedic Center Akron , OH 44301
Job Title: Patient Access Workleader
Department: Patient Access Services
Reports To: Department Supervisor / Director of Patient Access
Prepared Date: 04/11/17
The Patient Access Workleader serves as a role model/lead within the Patient Access areas of the Crystal Clinic Orthopaedic Center by performing the functions of the Patient Access Representatives while providing direction, education, and guidance to the team as needed. Depending on location, this position may serve as back-up to the Supervisor on a regular basis and address registration, scheduling, and/or workflow issues as directed by the Patient Access Supervisor or Director of Patient Access Services. The Patient Access Workleader will assist Supervisor/Director with departmental tasks such as special projects, data collection and tabulation of department reports. Travel between locations may be required.
ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES
Includes the following but are not limited to:
Performs all functions of the Patient Access Representatives approximately 75% of the time (varies by location).
Performs additional support and backup functions within the department, and provides cross-coverage as needed.
Ensures department productivity and quality standards are exceeded and provides feedback related to progress to Patient Access Supervisor / Director of Patient Access Services.
Monitors productivity of team and ensures that work is being distributed equitably amongst the team (self-included) and makes recommendations to Patient Access Supervisor or Director of Patient Access Services.
Mentors Representatives according to production and quality standards set by Patient Access Services and Crystal Clinic Orthopaedic Center.
Arranges proper coverage within team to ensure optimal staffing in all areas in the event of an unexpected absence or PTO.
Serves as super-user for all Patient Access related systems and functions as they relate to the specific work area.
Handles escalated, high priority issues in person or over the phone, as they arise, to ensure service recovery and maintain patient / provider satisfaction.
Reports conversation and steps taken to resolve any issues to the Patient Access Supervisor or Director of Patient Access Services to determine additional / next steps.
Assists with documentation for performance reviews and / or corrective action and serves as witness / support to Patient Access Supervisor and Representative during performance reviews and / or corrective action discussions.
Supervises day-to-day department workflow in the absence of management, reviews recommendations for resolution with Patient Access Supervisor, and reports issues or concerns to Patient Access Supervisor and / or Director of Patient Access Services for further direction.
Serves as backup timekeeper for Patient Access Supervisor as assigned.
Maintains up-to-date knowledge of computer systems, insurance / government regulations and Patient Access policies/ procedures used within CCOC.
Handles sensitive information including, but not limited to, patient records, charts, hospital documents and employee information is kept confidential without exception, according to HIPAA guidelines.
Participates in committees and projects as assigned.
Provides back-up coverage and assists in daily office routine in all areas throughout CCOC as needed.
Keeps Departmental Leadership informed of key issues
Performs other duties as assigned
Works well with patients, physician(s) and other CCOC employees
Successfully meets Unit Specific Skill Sets
Complies with all Standards of Behavior set forth by CCOC
Adheres to policies and procedures set forth in CCOC Employee Manual
Adheres to the CCOC attendance policy
Follows HIPAA, OSHA and Compliance Plan regulations
NOTE: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification. This description of duties is not intended to be all inclusive or to limit the discretionary authority.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
High School diploma or GED required.
College degree or progress towards degree preferred.
Degree / coursework equivalent in related field may substitute for experience.
Associates Degree = two (2) years of experience.
Bachelor's Degree = four (4) years of experience.
Minimum of three (3) to five (5) years in patient registration, scheduling, or related healthcare experience preferred
Demonstrated knowledge of third party payer and worker's compensation preferred.
Demonstrated knowledge of insurance preauthorization/ referrals.
Demonstrated problem solving and prioritization skills in order to manage multiple tasks successfully throughout the day.
Prior computer experience (i.e. Microsoft Office suite, printers, copy machine, multi-line phone, FAX machine, etc.) required. Experience using clinical computer systems preferred.
Requires strong customer service and oral communication skills.
Able to work independently with minimal direction.
Basic knowledge of medical terminology required.
Proficient PC Skills including MS Office products, typing skills, and familiar with operation of standard office equipment.
Demonstrated professional demeanor when responding to patients / customers.
Ability to cover in all areas related to Patient Access for coverage purposes.
Must be able to effectively communicate with physicians, insurance companies, other CCOC employees and other stakeholders.
Must be able to take appropriate action in a stressful situations/environment.
Requires critical thinking skills, analytical skills and the ability to work with minimal supervision.
Requires strong communication, customer service and interpersonal skills.
Incumbent must possess excellent computer skills and knowledge of office equipment.
Demonstrated problem solving and detailed oriented skills required.
Multitasking is necessary. Possess critical thinking skills to process tasks accurately; requires high level thinking to understand and problem solve. Must be able to take appropriate action in a stressful environment
Must be able to sit and/or stand for prolonged periods. Must have the dexterity to operate a computer keyboard and basic office equipment. Requires constant sitting and data entry. Must be able to lift up to 25 pounds. Typical physical demands include a high degree of dexterity to produce material on a PC; normal or corrected vision and hearing. Requires constant sitting and data entry. Travel between locations may be required.
As an organization, all employees with patient contact are expected to demonstrate competencies, specific to their job duties, for the following patient population categories:
Elderly, Children, Cardiac, Neuro, Surgical, Impaired (Hearing/Visual), Cultural, Age.
NOTE: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification. This description of duties is not intended to be all inclusive or to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility.