Patient Access Lead

Salary Range: $23.64 - $34.75 Hourly

Location: HealthPoint Administration 955 Powell Ave SW, Renton, WA 98057

Would you like to have a career that makes a daily difference in people’s lives? Do you want to be part of a caring, respectful, diverse community? If you answered yes to these questions, keep reading!

HealthPoint is a community-based, community-supported and community-governed network of non-profit health centers dedicated to providing expert, high-quality care to all who need it, regardless of circumstances. Founded in 1971, we believe that the quality of your health care should not depend on how much money you make, what language you speak or what your health is, because everyone deserves great care.

Position Summary:

Patient Access Leads, perform all duties of PAR I & II in addition to leading projects, performing process improvement, and new hire support. The PAL is also responsible for quality monitoring and coaching of PAR I & II. In addition, PAL provides patient technology support and maintains an ongoing relationship with our IT Applications Team.

Compensation is dependent on skills and experience.

Your contribution to the team includes:

Patient Access Essential Duties

• Able to perform all job duties of a PAR I & PAR II at or above performance expectations

Quality, Process Improvement and Audit Essential Duties

• Identify improvement opportunities and present improvement plan to Patient Access Supervisors and Manager
• Responsible for quality monitoring, listening, and evaluating recorded calls of PAR I & PAR II work
• Develop and execute project plans for process implementation and quality improvements to meet delivery deadlines.
• Champions process improvement with all staff using PDSA approach while developing, implementing, and revising QI initiatives.
• Responsible for ensuring accuracy of contact center data collection, staff audits, and reporting as related to QI in the contact center and report findings to the Contact Center Manager in QI meetings.
• Present ad hoc and scheduled reports on contact center data and related quality improvement data to departments and clinics outside the call center.
• Responsible for developing and managing audits, observations, and projects to ensure results are delivered according to deadlines.
• Analyze data from audits and reports to identifying potential immediate risk to our patients and report any concerns to the Patient Access Supervisor for feedback.

Training Support Essential Duties

• Serves as the primary contact for staff questions and escalated calls.
• Coordinate and lead training for Patient Access Representatives using LMS system
• Maintain and regularly update training material for contact patient access representative trainings
• Provide new hires with on-the-floor training until they are ready to independently take calls
• Provide supervisors with feedback on new hire progress for 30-day evaluations
• Assist with new hire process including phone screening, interviewing, evaluating, and providing feedback on potential new hires to the supervisor and manager
• Lead daily, weekly, and monthly huddles.
• Assist in maintaining accurate training and Call Center resource information

Must have’s you’ll need to be successful:  

• High school diploma/GED, and six (6) months experience as a HealthPoint employee preferred.
• Previous experience in process improvement, peer auditing and conducting PDSAs (Plan, Do, Study, Act) is preferred; or a combination of education and experience.
• Associates degree, technical college, or continued education experience or Call Center or Medical experience are desirable.
• Intermediate operating knowledge of computers. Intermediate level of Microsoft Word, Excel, PowerPoint, Outlook and NextGen Scheduling and EHR required as well as other related scheduling software

Proof of vaccination for COVID-19 is required, prior to start.  HealthPoint does not accept the Johnson & Johnson COVID-19 vaccine as proof of vaccina