Lead Patient Access Registrar/Scheduler

Perform duties of PAS/R staff, by providing direction and assisting patients through the ambulatory registration/scheduling processes, while occasionally doing work to directly support the department. A subject matter expert and has a working knowledge of the departments’ operations.  Duties include maintaining training resources, participating in interviews and training, overseeing department in the absence of the PAS supervisor.

KEY RESPONSIBILITIES 

Performed majority of the time:

·         Answers inbound calls, makes outbound calls, creates appointments in accordance with each clinic’s guidelines.

·         Verifies patient demographics and insurance in Epic. Follows Epic guidelines to ensure information is correctly entered and maintained.

·         Reviews and updates training materials and creates new training materials when needed.

·         Interviewing new staff, training current staff, participating in meeting development.

·         Tracking attendance and performing timekeeping duties.

·         Auditing employee scheduling/registration activities for accuracy.

·         Provides support to Patient Access Supervisor with daily operations of the department, and in Supervisor’s absence, oversees the assigned department.

·         Maintains equipment and reports failure promptly to facilitate repairs.

·         Maintains resource documents (i.e. procedure manuals, reference books, user manuals, matrices etc.).

·         Communicates with clinical department staff to assure a positive/timely patient experience.

Performed occasionally but critical to successful performance of the job:

·         Performs special projects and other related duties, as assigned.

Education:

Required

·         High school diploma or equivalent.

Preferred

·         N/A

Experience:

Required

·         One (1) year of work experience in a medical office or call center setting, including high volume direct patient contact, or one (2) years of work experience in a high volume direct public contact position.

·         Working knowledge of an EMR (Electronic Medical Record) and medical terminology.

·         Medical billing and insurance terminology.  

Preferred

·         N/A

Licenses, Certifications and/or Registrations:

Required

·         N/A

Preferred

·         Certified Healthcare Access Associate (CHAA).

Job Related Skills, Abilities and Behaviors:

Required

·         Provides support to Patient Access Supervisor with daily operations of the department, and in Supervisor’s absence, oversees the assigned department.

·         Audits employee scheduling and registration activities to ensure accuracy.

·         Assists in the training of new hires and current staff.

·         Actively participates in interviews of new applicants.

·         Works closely with other PAS staff to maintain training materials and scheduling resources.

·         Registers/schedules patients via phone based on physician orders and following the scheduling matrices.  Registration includes gathering and verifying all the information on the Interactive Facesheet (IFS).

·         Verifies insurance using electronic insurance verification systems.

·         Must have excellent leadership skills.

·         Must have the ability to communicate effectively with team members and customers.

·         Demonstrated advanced patient scheduling skills. 

·         Thorough knowledge of patient and referral processes in EPIC.

·         Experience with electronic scheduling, and electronic medical record systems.

·         Must be able to handle many functions at the same time.

·         Advanced computer skills, including MS Word, Excel and Access, Epic skills and online resource use knowledge. 

·         Strong attention to detail and processes.

·         Protects PHI and maintains confidentiality.

·         Fosters positive work environment through teamwork and assistance.

·         Proven interpersonal problem-solving and conflict resolution skills.

·         Communicates effectively with pediatric, adolescent, adult, and geriatric customers based on principles of growth and development and life stages.

Preferred

·         Bilingual skills a plus.