Lead Patient Representative - BSH FT

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Team Bronson is compassionate, resilient and strong. We are driven by Positivity which inspires us to be our best and to go above and beyond for our patients, for one another, and for our community. 

If you’re ready for a rewarding new career, join Team Bronson and be part of the experience.

Location

BSH Bronson South Haven

Title

Lead Patient Representative - BSH FT

In addition to standard Patient Representative duties, this position monitors the day-to-day operations of the BSH Patient Access Registration Team. Utilizes leadership skills to support staff, solve problems, and make decisions during their shift. Leads and coordinates education of staff as instructed by supervisor or manager. Oversees the quality and quantity of workflow to ensure completion of work assignments.

• High school diploma or GED.  Prefer previous referral experience. Prior Epic experience helpful.
  Must have excellent computer skills (i.e. Microsoft Office, Medic).  Demonstrate the ability to facilitate a team and be a team member.  Demonstrate the ability to identify opportunities for improvement.  Problem-solving skills to critically analyze data and recommend alternative plan of action. Must have excellent verbal and written communication skills.  Ability to maintain positive customer service.  Ability to establish effective working relationships with office staff and employees in a team environment.  Must maintain the highest level of confidentiality.  Effective prioritization skills and ability to manage time independently.
  Works in a clean, well-lighted, and temperature controlled smoke-free environment. May require periodic travel to other Bronson locations.  Work which produces levels of mental/visual fatigue which are typical of jobs that perform a wide variety of duties with frequent and significant uncontrollable deadlines.  Work may include the operation of and full attention to a personal computer or CRT up to 40 percent of the time.  Involves considerable standing or walking, regular lifting of light-weight objects (i.e., 20 pounds or less) and assisting with heavier tasks such as assisting in lifting and moving patients. Minor straining or fatiguing positions must be assumed, and some fatiguing physical motions are required.
• Orient, train, develop and provide education for staff related to registration processes.  Acts as a subject matter expert for the organization
• Determine staffing needs on a weekly and daily basis and update schedules accordingly
• Facilitate the resolution of problematic situations and informs appropriate leadership of action taken
• Utilizes numerous computer programs including Epic, On Base, Right Fax, Experian OneSource
• Knowledge of revenue cycle components and his/her role in the ability to impact the overall process.
• Review productivity and quality reports
• Identify and address areas of improvement and provide recommendations to improve procedures and enhance workflows
• Monitors work volume, efficiency standards and other management concern for areas of responsibility. Make recommendations for changes when necessary
• Provide suggestions and give input into both short and long term departmental plan.
• Work with leadership to establish and monitor personal and department goals/plans.
• Responsible for making recommendations to leadership regarding items that affect budget such as increase or decrease staffing needs, equipment and supply purchases and overtime usage
• Work closely with Patient Access and ED Leadership, staff and IT to ensure understanding of the registration process and responsibilities
• Within 18 months of employment, must be registered to take the Certified Healthcare Access Associate (CHAA) certification through National Association of Healthcare Access Management (NAHAM), and required to obtain within 24 months of hire, plus maintain certification during employment. Primary source verification can take up to two months after the CHAA exam from NAHAM.  Verification from the Bronson Preceptor for the CHAA can provide the preliminary document of pass or fail.  Passing the CHAA will allow them a two-month grace on the schedule until primary source can be verified. Please reference the CHAA Certification Standard Operating Procedure (SOP).
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