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Lead - Patient Access –Patient Financial Services – Waterford Lakes in Orlando, FL at AdventHealth

Date Posted: 5/24/2019

Job Snapshot

  • Job Schedule
  • Location:
    Orlando, FL
  • Job Category
  • Date Posted:
  • Job ID:
  • Job Family
    Patient Financial Services
  • Travel
  • Shift
  • Application Zone
    2-Legacy System

Job Description

Lead - Patient Access –Patient Financial Services – Waterford Lakes

AdventHealth Waterford Lakes seeks to hire a Lead - Patient Access who will embrace our mission to extend the healing ministry of Christ.

Facility Profile:

The AdventHealth Waterford Lakes Emergency Department (ED) is an extension of our AdventHealth East Orlando Campus – located just east of east. The 18,000-square-foot facility features state-of-the-art emergency healthcare serving the residents of East Orange County open 24-7. The 24-bed ED includes an urgent care track to diagnose and treat non-emergent cases more efficiently, an observation unit to closely monitor care for up to 24 hours, and offers emergent care supported by ground transportation if specialty care is needed. We are proud to be revolutionizing healthcare with visionary leadership and world-class resources.

Department Profile:

Our dedicated team of highly trained and skilled Advanced Respiratory therapists act as an adjunct to the physicians to provide support for airway management and pulmonary insufficiencies of the adult, pediatric and neonate patients. Respiratory Care is responsible for initiating and management of mechanical ventilators invasively and non-invasively, setting up and maintaining invasive hemodynamic monitoring, obtaining and interpreting arterial blood gases sampling, oxygen therapy, EKGs, medicated aerosol treatments and provide emotional and spiritual support of patient and family members as needed.

Work Hours/Shifts:

Friday - Sunday; 1pm - 1am

Job Summary:

The Patient Access Lead supports department and team by ensuring patients are registered and processed through system protocols accurately and timely. Ensures integrity of patient accounts by working assigned error reports. Anticipates and responds to inquiries and needs of team members and clinical partners as requested, performing general shift lead duties. Ensures team success in meeting and exceeding stated monthly collection and accuracy goals. Constantly ensures a high level of team productivity by proactively reviewing patient volume. Maintains close working relationship with clinical partners to ensure continual open communication, aiding in meeting discharge interviewing goal. Actively participates in exemplary customer service and accepts responsibility in maintaining relationships that are equally respectful to all. Adheres to AdventHealth Corporate Compliance Plan and to all rules and regulations of all applicable local, state and federal agencies and accrediting bodies.

Knowledge, Skills, Education, & Experience Required:

  • Understanding of HIPAA privacy rules and adroit ability to use discretion when discussing patient related information that is confidential in nature
  • Working knowledge of Microsoft programs and familiarity with database programs
  • Ability to operate general office machines such as computers, facsimiles, copiers, and scanners
  • Ability to effectively learn and perform multiple tasks, and organize work in a systematic and efficient fashion
  • Ability to communicate professionally and effectively in English, both verbally and in written form
  • Ability to be responsive to an ever-changing matrix within the hospital
  • Skilled to mentor and coach team members for optimal success
  • Knowledge of computer programs, such as, Microsoft or Cerner (Preferred)
  • Basic knowledge of medical terminology (Preferred)
  • Exposure to insurance benefits and ability to decipher insurance benefit information (Preferred)
  • Bilingual in English and Spanish (Preferred)
  • Associate’s degree and/or higher-level education, or completed coursework, in Health Services Administration or other related medical or business field
  • One (1) year minimum within Patient Access department
  • One (1) year collections experience
  • One (1) year leadership experience within healthcare and/or related field

Licensure, Certification, or Registration Required:

  • Certified Healthcare Access Associate via National Association of Healthcare Access Management (Preferred)

Job Responsibilities:

Demonstrates through behavior AdventHealth’s Core Values of Keep Me Safe, Love Me, Make it Easy, and Own it as outlined in the organization’s Performance Excellence Program.

  • Serves as the “supervisory”/first point of contact within respective registration areas in an effort to provide optimal support and resolve challenges that may arise. Accountable for maintaining a working relationship with clinical partners to ensure open communication between clinical, ancillary and patient access departments. Responsible to stay in communication with leadership regarding all aspects of operations and staffing. Escalates unresolved challenges to next-level leadership in a timely manner, as needed, and ensures prompt and appropriate resolution. Presents written and verbal directions to employees to ensure they are well-informed about their performance and job requirements as indicated.
  • Supports department and team by ensuring patients are registered and processed accurately and timely in order to meet wait time goals and door-to-doctor goals established by AdventHealth. Ensures integrity of patient accounts by working assigned error reports and auditing team members accounts as directed by leadership. Communicates with team members and leadership the educational needs for improvement related to processes and work flows via email or team meetings. Trains and assists new hires in successfully meeting 90-day productivity standards.
  • Provides team members with tools and training needed to assist in meeting accuracy standard goals, minimize department registration errors, rejections, and avoidable denials. Ensures team’s accuracy while working patient accounts, and provides assistance as needed in insurance identification and selection. Ensures accuracy for required protocols associated with insurance selection, including ensuring authorization requirements and timely discharge are facilitated and reimbursements are maximized. Holds team accountable for creating accurate good faith estimates in an effort to maximize up-front cash collections, in addition to, adding collection documentation where required. Ensures team members understand the importance of properly identifying patients and inputting demographics information, as well as, properly securing the required forms to ensure compliance with regulatory policies through shadowing team members. Adheres to HIPAA guidelines when handling patient information, and trains and educates team members on HIPAA.
  • Ensures a high level of team productivity by proactively reviewing tracking board for shifts in volume, visiting registration areas, and offering additional assistance as required. Ensures team members are seeking out patients for timely account follow up and completion, minimizing amount of turnover to next shift, and minimizing patient wait times. Uses utmost caution in patient and employee safety by following established guidelines, such as hand washing and following contact precautions.
  • Assigns and/or re-assigns registration positions as volumes increase or staffing issues arise. Provides timely and continual coverage of assigned work areas in order to offer prompt patient service and be available for all clinical partner’s registration needs. Arranges scheduled relief coverage and monitors staff’s daily attendance and tardiness. Limits use of overtime by monitoring productivity. Documents employee performance and attendance as assigned by management. Ensures, on a daily basis, that team is prepared to begin work immediately by being at workstation as scheduled by department leadership. When working Guest Services: maintains up to date and thorough knowledge of assigned AdventHealth campus and phone numbers in order to provide guests and patients the most accurate information and directions possible. Promotes a safe work environment by following through with ID badging system of guests after hours, as required.
  • Ensures team success in meeting and exceeding stated monthly collection goals. Provides encouragement, education, and training to motivate team members in collections and reviews all collection reports timely, as assigned by leadership. Ensures team is utilizing current price estimation tools. Ensures all financial assessments, eligibility, and benefits memos are clear, updated and thorough to support post care financial needs. Performs cashiering functions, such as, daily batching and cash reconciliation with accuracy in support of the pre-established legal and financial guidelines of AdventHealth. Maintains schedule flexibility and exhibits effective time management skills.
  • Holds team accountable for greeting all customers (patients, guests, families, staff, physicians, vendors, etc.) in a helpful and courteous manner while extending exemplary customer service. Anticipates and responds to inquiries and needs of team members and clinical partners as requested while performing general shift supervisory duties. Rounds with clinical partners to ensure open communication between clinical and ancillary departments and Patient Access. Utilizes knowledge of and performs and educates team members on Guest Services functions to ensure the smooth operation of the Guest Services/Information Department.
  • Maintains strong working knowledge of all online eligibility tools, as well as knowledge on how to interpret insurance benefits and is able to train staff and aid in securing the maximum financial responsibility due at the time of service. Proactively seeks assistance to improve collections of team, as needed. Reviews all collection reports timely, as assigned by leadership. May perform cashiering functions and other duties as required in support of the pre-established legal and financial guidelines of AdventHealth.

If you want to be a part of a team that is dedicated to delivering the highest quality in patient care, we invite you to explore the Lead - Patient Access opportunity with AdventHealth Waterford Lakes and apply online today.

Job Keywords:

Lead, Patient Access, Patient Financial Services, Waterford Lakes

Position Location:  Waterford Lakes ED
Job:  Patient Financial Services
Organization:  AdventHealth Central Florida
Primary Location:  US-FL-Orlando
Schedule:  Full-time
Shift:  Day
Job Level:  Team Leader
Education Level:  Associate's Degree
Travel:  No
Job Posting:  May 24, 2019, 10:59:29 AM

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