Patient Access Lead- Emergency Department

General Summary

Oversees the daily operations of the Emergency Department of the Patient Access Department. Supervises work activities of assigned staff. Uses exceptional customer service practices. Represents WellSpan in a professional and positive manner. Provides support to Manager/Supervisor.

Shift

Full Time, 11A-7P, every third weekend, holiday rotation

Duties and Responsibilities

Essential Functions

• Serves as the registration super-user and shift lead in the Emergency Department, supporting Patient Access staff and multi-disciplinary colleagues in matters of registration protocols and process flows
• Oversees daily operations of Emergency, Trauma Center and Labor and Delivery Department
• Performs duties as a working staff member and serves as a registration system super-user. (registering patients, collection of co-pays, real-time feedback, insurance verification etc.)
• Coordinating staffing and work assignments during the shift, real-time monitoring of registration performance
• In the absence of the team supervisor, serves as the primary leader for the team, and assists in re-assigning staff in response to census needs and changing priorities
• Works independently to troubleshoot technical issues and resolve personal conflicts.
• Provides feedback to supervisor for performance evaluations.
• Actively participates in the interview process for open positions for departments.
• Assists in the coaching and development of staff and implementing corrective action plans if necessary.
• Oversees training in general of new hires and implements new initiatives with current staff.
• Promotes the active engagement of all employees and supports recognition of staff accomplishments.
• Assists supervisor with projects as needed.

Common Expectations

• Establishes and maintains communication with ancillary departments/entities to facilitate problem solving and continuous process improvement.
• Ability to work with clinical and non-clinical staff
• Assists in developing, establishing and maintaining policies, procedures and standards.
• Identifies patient needs and assists in the development and implementation of customer service initiatives. Evaluates outcomes to facilitate continuous process improvement.
• Enhances professional growth and development through participation in educational programs, current literature, and workshops.
• Requires flexibility in schedule as needed. On Call rotations may be required when applicable.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation

Qualifications

Minimum Education

• High School Diploma or GED Required

Work Experience

• 1 year Relevant experience Required
• Demonstrated leadership potential Preferred

Licenses

• Certified Healthcare Access Associate within 1 year Required

Courses and Training

• Become fully trained on trauma/TAT policies and procedures within 6 months of employment where deemed necessary. within 180 days Required and
• Appropriate certification, as required Upon Hire Required

Knowledge, Skills, and Abilities

• Excellent customer service, communication and interpersonal skills
• Serves as an on-call contact for coverage on an as needed basis

Benefits Offered

• Comprehensive health benefits
• Flexible spending and health savings accounts
• Retirement savings plan
• Paid time off (PTO)
• Short-term disability
• Education assistance
• Financial education and support, including DailyPay
• Wellness and Wellbeing programs
• Caregiver support via Wellthy
• Childcare referral service via Wellthy