Patient Access Technician Lead

What We Offer

Work Location: Outpatient Rehab

Position: 40 hours a week

Shift Day: Mon-Fri 8:00am-5pm

The Patient Access Technician Lead reports to the Regional Manager. The Number One job responsibility is to deliver the most remarkable patient experience, in every dimension, every time, and understand how to contribute to the health system’s vision of achieving that commitment to patients and families. Responsible for customer relations at initial and ongoing contact with patients, visitors, and referral sources. The Patient Access Technician Lead is responsible for the accuracy and completion of patient accounts based on departmental protocol, policies and procedures, and compliance with regulatory agencies, to include pre-admit/admit/pre-register/register/scheduling functions, ensuring all insurance requirements are met prior to patients’ discharge, and pursuing cash collection.

Trains and educates Outpatient Rehab Patient Access Team Members in job duties. Monitors and maintains policy and procedures and standard work for the specific assigned area. Organizes prioritizes and coordinates the day-to-day work activities of the assigned area. Engages in ongoing communication with department management to assure departmental goals and objectives are met. Supports LEAN activities and adapts to changing environment to meet patient and department needs. Advocates for Novant Health, Rehabilitation Services, patients, team members. Advocates for Novant Health, Rehabilitation Services, patients, team members.

What You'll Do

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Leadership: Works with the leadership to assure department coverage. Assumes day to day leadership for assigned shift when other leaders not present. This may involve acting in any capacity needed for that day. Monitors staffing needs during peak times. Has the authority to reassign staff to critical areas as needed; such as from emergency department to outpatient or vice versa. Takes a leadership role in managing the Patient Access Specialist daily work schedules to insure proper coverage and staffing. This includes communication to PRN Team members assigned to cover staffing vacancies. Works with leader to effectively cover scheduled and non-scheduled downtimes. Rotates on-call weekends with supervisor and manager. Maintains composure in difficult situations. Uses best judgment to resolve patient problems or refer issues to department leader. Seeks out relevant training or cross training. Seeks out guidance from supervisor and peers when uncertain of procedure. Provides on-site support and training for new employees or additional training for those that need more hands-on support.

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Assists manager in the development of staff: Facilitates activities to meet identified staff learning needs. Facilitates staff involvement in management of processes. Involves staff in decision making within area. Facilitates new team member training for front line staff, and clinical staff in coding issues.

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Manages human, material, and financial resources: Assists in the interviewing and selection process. Ensures staffing and work assignments are balanced with workload requirements and budget capabilities. Monitors and identifies opportunities to enhance productivity and efficiency in human and material resource utilization.

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Process: Has working knowledge of Patient Accounting functions; posts payments to Patient Accounting; corrects erroneous postings; is able to answer billing questions for patients assessing current state of accounts in Patient Accounting. Proficient is setting up payment arrangement plans for patients. Process center invoices for billing as designated by center manager.

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Quality Improvement: Completes quality assurance audits on new employees and communicates additional training needs to preceptors. Handles weekly missing and/or incomplete orders and diagnostic issues from Health Information Management. Monitors patient status transfers for accuracy and assists in Bed Placement questions. Solicits feedback from the leader to assess the quality and effectiveness of work. Participates in the dialogue process with leaders regarding quality improvement. Demonstrates a personal commitment to continuous quality improvement through active participation.

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Compliance: Complies with established departmental policies for attendance, punctuality, procedures and safety. Complies with organizational policies and procedures. Maintains satisfactory attendance at Patient Access educational and departmental meetings. Attends all mandatory education sessions and takes advantage of continuing professional education opportunities.

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Financial: Prepares daily deposits and reconciles cash posting in cash management system. Prepares change orders, communicates any special needs to Loomis, and balances cash on hand. Orders supplies for department through purchasing system. Organizes and manages time effectively to optimize productivity. Meets departmental registration goals in accordance with policy and procedures.

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Communication: Liaison between other departments to ensure strong relationships and positive workflows. Actively communicates with and involves others through regular dialogue with staff/peers. Provides progress updates to staff in a timely manner. Has regular dialogue with staff and peers. Seeks input of staff in decision making. Utilizes effective communication methods to deliver information that improves quality of personal and organizational decisions. Shares responsibility for effective internal communications through a team approach. Uses proper meeting process in conducting departmental meetings. . Also, be knowledgeable of the digital phone operations for call transfers, emergency paging and act as a liaison for the Interpreting Radiologist onsite when managing incoming and outgoing phone calls.

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Emergency Communications: Be knowledgeable of the emergency notification process and be prepared to coordinate and direct EMS personnel during emergent patient care events within the Imaging Center.

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Customer Service: Guides staff in anticipating and exceeding customer needs and wants. Identifies key stakeholders in own department’s core activities. Understands and communicates with staff the customers’ expectations.

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Teamwork: Is a team player and values the team approach to decision making. Cooperates and participates in group efforts. Seeks input from others and encourages different opinions. Seeks consensus and collaboration; doesn’t seek compromise as an easy solution.

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Medical record handling: Responsible for accurately and efficiently handling all aspects of medical records. Ensures proper completion of Medical Record release forms and checks for proper identification prior to release of imaging exams. Scans miscellaneous correspondence into the electronic record. Releases patient information to insurance companies and other physician practices following established guidelines. Assists with patient correspondence.

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Radiology Image Data Management: Transmission both to and from outside sources (hospitals, clinics, etc.) are needed for image comparisons during interpretations. This task is shared with the clinical imaging team members.

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Interpretation Services: Coordinates and schedules outside interpreters for patients that need language translation assistance. This process is reviewed at the time of scheduling, confirmed with the patient, and then confirmed the day of the radiology exam appointment. Knowledge of both telephone services and online web use are required. Training on the online video iPAD is required as a part of the orientation for this role.

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Manage iPAD Intake Documents: Patient Access Specialist will oversee and facilitate the initial start of digital history sheets for patients receiving exams in the center. Each team member should be knowledgeable of the function of each iPAD and be able to answer high level questions from patients of digital history sheets for patients receiving exams in the center. All clinical questions should be forwarded to the clinical team member on site.

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Imaging Center Liaison: When staffing weekend shifts, the Patient Access Specialist serves as the Imaging Center Liaison. These duties require knowledge of security systems, HVAC systems and proper notification of Emergency Medical Services if needed. Also, it is the responsibility of the Patient Access Specialist to alert the area Manager of any safety or patient care concerns that happen within the center.

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Patient Safety and Team Member Safety: It is extremely important for the Patient Access Specialist to be informed, educated and knowledgeable of safety procedures through out the imaging center. Conflict resolution at the front desk and the early notification of local authorities must be discussed and the team member should feel comfortable initiating these protocols when needed.

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Extra Cleaning and Preventive Measures: All Patient Access Specialist will be diligent in their efforts to educate and ensure patients wear the proper PPE during their time at the imaging center. These protocols must be enforced and knowledge of the options for patients must discussed in a professional manner. Additional duties around infection prevention may include management of HEPA Filter devices, stocking additional PPE supplies, requesting supplies, and performing additional cleaning to ensure a safe environment for others.

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Additional Scheduling Duties: When Radiology Equipment fails, or Radiology Staff is not available to complete the scheduled patient appts, the Patient Access Specialist Lead is often asked to contact and reschedule patient exams. Both a professional and apologetic demeanor is required when making these calls. Also, review MD orders upon arrival and thru direct communication to the Technologist and referring Physician, assign appropriate imaging exams within the radiology schedule.

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EPIC and Work Queue Audits: Responsible for resolving Work Queues in Epic including, but not limited to: Claim Edit; Patient; Account (Audit and Review). Resolves work queue errors & denials through research and analysis by reviewing chart and notes, pre-authorizations, hospital documents, etc. Researches and analyzes denials, corrects errors Responds to patients and staff for billing and insurance questions. Resolves patient billing concerns.

What We're Looking For

• Education :
• High School Diploma or GED, required.
• Experience :
• 3 years experience in patient accounting/health care finance setting with computer knowledge and data entry, required.
• Licensure/Certification:
• Certified Patient Access Technician (CPAT) or Certified Health Access Associate (CHAA) certification, preferred.

Why Choose Novant Health?

At Novant Health, we believe remarkable care starts with compassion for our patients, our communities, and each other. We value belonging, courage, personal growth, and teamwork, creating a space where everyone is respected, supported, and safe to show up as their full selves.

Job Opening ID

200525

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