Functions as the department work lead while also performing the duties of the assigned function, including recommending and executing complex policies and procedures in conjunction with the supervisor to ensure timely and accurate resolution of patient registrations. Provides general oversight and direction for the staff to ensure daily operational support. Employee may rotate to different locations/hospitals based on staffing needs.
Identifies and utilizes appropriate reports to contact insurance payers for resolution of accounts with registration issues with a minimal need to escalate issues internally.
Assists with and resolves patient inquires or complaints.
Recommends and provides input to execute Patient Access programs in accordance with changes in insurance regulations and data obtained from various departments and physician in regards to issues including registration.
Assists the site manager /supervisor with the daily operational activities of patient access.
Rotates in the on call coverage as well as covers call offs within the department.
Participates on committees in an engaging manner as a subject matter expert on processes within the department.
Cross trained to independently staff all areas of Patient Access at any facility, including but not limited to Front Desk, Admitting Office, ER registration and Cashier.
Recommends and facilitates exceptional Patients First communication for each patient encounter during their registration.
Identifies patient registration issues and resolves or initiates necessary follow up.
Implements service recovery efforts as appropriate.
Responsible for staff training, involved in performance evaluations by means of feedback and completes special projects and assignments which would not be given to front line staff.
In addition responsible for operational tasks which include staff schedules, working reports, performing compliance and denial audits, working reports, handling call offs, allocating work/resources and time and attendance entries.
Assists in the development and implementation of new processes.
Functions as a Super User.
Assists in the completion of departmental audits, reports, and QA.
Handles coaching based on compliance metrics and also oversees cashiering duties as necessary.
Provided registration and cash collection access in Epic.
Other duties as assigned.
High school diploma or equivalent.
COMPLEXITY OF WORK:
Basic PC software application knowledge and ability to use multiple data systems required.
Demonstrated knowledge of medical terminology sufficient to understand physician orders or completion of course within 1 year.
Must be detail oriented. Excellent communication, organizational and interpersonal skills required.
Must be able to multi-task and maintain composure in difficult situations in a fast paced environment.
Demonstrates a positive and professional approach and communicates effectively with customers and team members.
Minimum of 4 years of experience in a customer facing role with in person or phone contact; or previous work leader experience with demonstrated competence in personnel management.
An Associates degree may substitute for up to one year of the stated experience.
A Bachelors degree my substitute for up to two years of the stated experience.
Sufficient mobility and strength to move around the department and throughout the facility.
Ability to stand or sit for prolonged periods of time.
Excessive walking and standing while obtaining patient information when using laptop computer on wheeled device for bedside registration. Ability to lift 25 pounds.
PERSONAL PROTECTIVE EQUIPMENT:
Follows Standard Precautions using personal protective equipment as required.
The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic’s Smoking Policy will be permitted to reapply for open positions after 90 days. Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic facility.
Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities