Lead Patient Access Specialist - Emergency Department (Days)

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Department

Job Summary

Under general supervision, coordinates assigned employee duties and manages allocation of personnel resources in assigned clinic to insure efficient patient flow. Trained in all aspects of front office clinic operations, including but not limited to: Outpatient registration, patient scheduling, clinic schedule template building and maintenance, cash handling, quality assurance to include weekly feedback, Insurance Verification and staff education. Makes recommendations for re-training and trains new hires. Works collaboratively with other department leads, supervisors, and managers to ensure continuous clinic flow by monitoring daily clinic schedules and registration processes. Patient Access Lead Role will be present in clinics that meet criteria for Nurse Manager and Charge Nurse leadership.

Essential Functions:

• Provides Administrative Clinic Support to include but not limited to time and attendance, help desk tickets and other duties as assigned (10%)
• Registering and scheduling patients. Monitors and works Work Queues clinic specific. (10%)
• Quality Control and Quality Assurance - performs weekly & monthly QA audits in adherence to expectation set forth by CHS/Revenue Cycle. Train & assist staff to meet QA goals and requirements. (5%)
• Performs cash handling duties that include preparation of daily cash deposits, facilitating refunds, training clerical staff to prepare cash deposit and addressing overage/shortages as needed, completes, prepares and/or verifies daily deposit. Runs report at end of shift. (5%)
• Delegates job assignments and monitors work flow. Monitors and tracks employee daily assignments. (5%)
• Staffs Clinic registration areas during shortages due to PTO, Sick-Calls, and FMLA. (5%)
• Answers telephone inquiries; screens calls; routes calls and takes messages. (5%)
• Attends monthly Front End operations meetings; attends regularly scheduled department and leadership meetings, huddles, and one-on-ones with Supervisor/Manger and passes information to the clerical team in a timely and effective manner. (5%)
• Orders and maintains PAR levels for office supplies, encounter forms and other materials as needed. (5%)
• Performs template maintenance: new provider template requests, schedule building, schedule changes. (5%)
• Address customer service issues and uphold high level of customer service amongst clerical staff at all times. (5%)
• Works with and under the direction of the Clerical Supervisor promotes positive interpersonal (customer) relationships with fellow employees, physicians, patients and visitors. Treats these individuals with courtesy, dignity, empathy and respect; consistently displays courteous and respectful verbal and non-verbal communications. (5%)
• Works with and under the direction of Clerical Supervisor to set clear performance expectations for staff by developing job specific customer service expectations and behaviors for each position supervised. Communicates expectations to each employee and establishes the expectations related to job requirements and performance appraisal components. (5%)
• Works with and under the direction of the Clerical Supervisor to evaluate ongoing competency and identifies training and staff development needs of employees and ensures appropriate training provided. (5%)
• Works with and under the direction of the Clerical Supervisor to initiate formal/informal activities with employees to develop departmental cohesion and collegiality. (5%)
• Works with and under the direction of the Clerical Supervisor to recognize positive behavior and contributions to the organization using praise, appreciation and rewards. (5%)
• Works with and under the direction of the Clerical Supervisor to actively identify problems and opportunities for improvement; identifies appropriate solution and involves others in the implementation process. (5%)
• Identifies and escalates system problems, environmental issues, and employee issues as appropriate, to the clerical supervisor and clinic leadership team. (5%)

Education:

• No High School Diploma and/or No GED

Work Experience:

• 1-3 years of clerical experience required.

Licenses:
Knowledge, Skills and Abilities:

• Excellent interpersonal communication and telephone skills required.
• Skilled analysis of information, critical thinking and problem solving with an emphasis on customer service.
• Ability to work with a diverse team and a diverse customer base explaining procedures and organizational policies in a health care setting.
• Availability to work 40 hours/week with flexibility to accommodate the needs of the clinic.
• Proficient in the use of Windows XP.
• Bi-lingual skills preferred

Shift

Work Type

Salary

Benefits

• Outstanding benefits including up to 27 paid days off per year, immediate retirement plan employer contribution up to 9.5%, and generous medical plans

• Free RTD EcoPass (public transportation)

• On-site employee fitness center and wellness classes

• Childcare discount programs & exclusive perks on large brands, travel, and more

• Tuition reimbursement & assistance

• Education & development opportunities including career pathways and coaching

• Professional clinical advancement program & shared governance

• Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program

• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer

Our Values

• Respect

• Belonging

• Accountability

• Transparency

All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.

Denver Health is an integrated, high-quality academic health care system considered a model for the nation that includes a Level I Trauma Center, a 555-bed acute care medical center, Denver's 911 emergency medical response system, 10 family health centers, 19 school-based health centers, Rocky Mountain Poison & Drug Safety, a Public Health Institute, an HMO and The Denver Health Foundation.

As Colorado's primary, and essential, safety-net institution, Denver Health is a mission-driven organization that has provided billions in uncompensated care for the uninsured. Denver Health is viewed as an Anchor Institution for the community, focusing on hiring and purchasing locally as applicable, serving as a pillar for community needs, and caring for more than 185,000 individuals and 67,000 children a year.

Located near downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

We strongly support diversity in the workforce and Denver Health is an equal opportunity employer (EOE).

Denver Health values the unique ideas, talents and contributions reflective of the needs of our community. For more about our commitment to diversity visit: https://www.denverhealth.org/for-professionals/careers/diversity-and-inclusion

Applicants will be considered until the position is filled.