Patient Access Representative Lead

Description

“It is the mission of the Puyallup Tribal Health Authority to provide quality healthcare and promote wellness in a culturally appropriate manner.”

We offer an outstanding workplace, competitive market based salary, and benefits packages including:

• Monday – Friday schedule
• Medical/Dental/Vision benefits – monthly premiums paid 100% for employees
• 18+ annual paid holidays
• Generous paid sick and vacation accruals
• 401(k) with annual profit sharing
• Life & AD&D insurance coverage
• PTHA is an approved loan repayment site for various programs
• Employee Assistance Program
• Excellent work/home life balance 

GENERAL FUNCTION

The Patient Access Representative Lead performs all functions of the Patient Access Representative and works under the Patient Access Supervisor to assist with maintaining efficient patient flow and quality service.

ESSENTIAL JOB FUNCTIONS

• Inform Patient Access Representatives (PAR) on Patient Access processes and procedures. Provide helpful reminders to Patient Access staff to ensure processes and procedures are followed consistently.
• Assist with training and retraining of Patient Access staff.
• Research clinic schedules and scheduling concerns and take steps to correct any errors. Communicate findings with Patient Access Supervisor and necessary parties.
• Handle complex clinic schedule corrections.
• Answer questions from Patient Access staff. Assist and provide coaching as needed.
• Assist Patient Access Supervisor with staff call-outs and coordination of staffing as needed.
• Schedule, reschedule, and cancel appointments as needed through various sources, and maintain appointment recall system.
• Perform accurate updates on all scheduled patients as needed and required.
• Check patients in for appointments and have patient complete necessary forms.
• Register new patients and/or update established patients including determination of direct and contract care eligibility according to policy and procedures with less than 12 errors a year.
• Verify, collect, and accurately enter insurance information into electronic health record system within two business days, and immediately notify supervisor if problems arise.
• Screen uninsured patients for alternate coverage options, during updates and appointment check-in and inform and refer as appropriate.
• Explain updating responsibility, alternate resource requirements, and distribute and interpret patient information handouts as needed.
• Prepare electronic patient charts for daily appointments to ensure chart completeness and compliance.
• Seeks guidance and clarification on assignments and when questionable situations arise to ensure proper procedures are followed at all times.
• Answer multi-line phone system and handle and route calls in an efficient and professional manner.
• Greet and route all visitors/patients and responds to their requests in a helpful and courteous manner on the phone and in person with two or less documented patient/staff complaints a year.
• Provide administrative support for Patient Access Dept., including routing mail, taking minutes, answering phones, typing, faxing, electronic filing, copying, scanning and data entry, as needed.
• Orders and maintains inventory of office supplies and materials as needed for Patient Access Dept.
• Ability to quickly learn and efficiently work with an Electronic Health Records/Electronic Practice Management System.
• Rotate through all Patient Access areas and fill-in wherever needed to provide coverage during PTHA operating hours.
• Able to work in a high volume, fast paced environment, providing excellent customer service.
• Works independently with minimal supervision, stays on task and maintains work quality and productivity.

Requirements

• High School Diploma or GED.
• Five (5) years’ direct patient front desk experience in a healthcare facility verifying and entering patient information into an electronic health records system.
• Experience providing excellent customer service and administrative support, with strict attention to detail.
• Must have proficiency in MS Office products (Word, Excel, Outlook, etc.)