Team Lead, Patient Access

The Patient Access Team Lead serves as a subject matter expert for Patient Access within their assigned department. This role support the department goals and special initiatives. They serve as an onsite primary resource to help resolve complex patient, scheduling or department concerns. This position may support multiple sites within a department.

• Checking patients in and/or out for medical visits
• Answering the phone to address patient inquiries and scheduling appointments. Assists patients with enrolling and utilizing MyChart.
• Entering, updating and validating patient demographic, insurance & financial information to ensure accurate registration
• Communicating information and important details to other medical care team
• May contact insurance companies regarding coverage, preapprovals, billing and other issues
• Collects and processes patient payments for visit copays , coinsurance, deductibles and prior balances.
• Assist with completion of various types of paperwork and forms.
• Effectively work EPIC workques, worklists and inbasket messages.
• Schedules referrals and follow-up visits.
• Accurate and timely scanning of documents into EPIC.
• Provide additional support and backup functions within the department, and provides cross-coverage as needed.
• Advocate for change initiatives.
• Helps mentor new hires and takes on special projects/assignments.
• Serves as PAS subject matter expert and directly handles medium to high complexity patient, registration and/or scheduling issues.
• Ensures department productivity and quality standards are exceeded.
• Assists Supervisor/Manager with departmental tasks such as special projects, data collection and tabulation of department reports.
• Make recommendations and implement process improvement initiatives.
• May be scheduled to work at off-sites.
• May function as the department timekeeper and/or time away approver for ambulatory staff

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

• High School Equivalent / GED (Required)
• Associate's Degree (Preferred)

• 5+ years of patient/customer service in a hospital, physician practice and medical clinic (Required)

• Detail-oriented and organized, with good analytical and problem solving ability. (Required proficiency)
• Notable client service, communication, presentation and relationship building skills. (Required proficiency)
• Ability to function independently and as a team player in a fast-paced environment. (Required proficiency)
• Strong written and verbal communication skills. (Required proficiency)
• Demonstrated ability to use PCs, Microsoft Office suite, and general office equipment (i.e. printers, copy machine, FAX machine, etc.). (Required proficiency)
• Knowledge of Oracle and Soarian. (Required proficiency)

• Certified Healthcare Access Associate (CHAA) (Preferred)

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely up to 20 lbs
• Carrying Rarely up to 20 lbs
• Pushing Rarely up to 20 lbs
• Pulling Rarely up to 20 lbs
• Climbing Rarely up to 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

• 10%