Lead Patient Access Service Representative: Emergency Department

Summary:

The Patient Access Team Lead is responsible for coordinating the daily operations and workload distribution within the Patient Access department. Under the guidance of the Supervisor, this role includes mentoring team members, ensuring workflow compliance, and maintaining data accuracy and timeliness. The Team Lead provides staffing coverage as needed and supports smooth patient flow and communication across departments.

Responsibilities:

Duties and Responsibilities:

1. Ensure adherence to Patient Access workflows, including timely and accurate registration, insurance verification, estimate generation, patient communication, and payment collection.
2. Provide operational support across multiple areas including Emergency Departments (EDs), Outpatient, Urgent Care and Admitting, performing virtual or in-person Registrations and Notifications of Admission as needed.
3. Manage staff assignments and shift coverage to maintain efficient patient flow across registration areas.
4. Monitor the track board to ensure timely registration, proper team assignments, accurate documentation, and payment collection.
5. Schedule patient appointments and verify medical orders in alignment with departmental protocols.
6. Monitor volumes in Patient Access work queues (i.e. Patient, Estimate, Claim Edit, DNB), assign tasks, and support staff productivity as needed.
7. Coordinate effectively with team members and clinical counterparts using tools such as Epic Secure Chat and other communication platforms.
8. Perform quality audits and shadow staff using standard templates and provide feedback to the Supervisor on a weekly basis.
9. Identify and communicate opportunities for workflow enhancement based on audit findings and team feedback. Participate in process enhancement projects as a Subject Matter Expert (SME).
10. Participate in candidate interviews, assist with new hire onboarding and training, and mentor new and existing staff on Patient Access workflows and updates.
11. Coordinate coverage for call-offs and adjust staffing levels in accordance with patient volume and standard guidelines for both ED and Admitting departments.
12. Address and resolve patient concerns promptly, escalating issues to the Supervisor when necessary.
13. Contribute to denial review, system downtime support, project participation, maintenance of equipment and supplies, provide on-call coverage as required and other duties as assigned.

Other information:

Technical Expertise:

1. Preferred: Experience working in the medical field in registration, insurance verification/pre-certification, patient accounts, billing, and/or customer service department(s) in service industries.

2. Alternatives: Team Lead experience in hospitality, entertainment, retail, or similar service industries

3. Medical terminology knowledge or certified coursework preferred.

4. Proven customer service experience in patient or client-facing roles

5. Proficient in Microsoft Office Suite (Outlook, Word, Excel)

6. Required: Experience with Epic

Education and Experience

1. Education: High school diploma or equivalent

2. Licensure: None

3. Certification: Preferred

Certified Healthcare Access Associate (CHAA)

Certified Revenue Cycle Representative (CRCR)

Certification in revenue cycle-related areas (e.g., Certified Coder, Medical Assistant)

4. Years of relevant experience: 2 years combined experience in insurance, registration, customer service, or team leadership in service industries preferred. Certifications may offset 1 year of required experience if combined with 1 year of relevant medical experience.

5. Years of supervisory experience: None

Full Time

FTE: 1.000000

Status: Onsite