Lead Patient Access Rep

Job Summary

Assist and educate patients, providers, medical office staff, and/or Health system staff with accessing services, facilitating and resolving problems, understanding navigation questions. Consistently create an exceptional experience with each contact, via inbound and outbound calls, online chat, email, etc. Adheres to established procedure and quality guidelines in support of Patient Access Services Center performance indicators, as well as Corporate values and codes of excellence.

Essential Functions

• Demonstrates high competency in responding to service inquiries from patients, providers within departmental, standard work guidelines. Professional and pleasant interactions are ongoing expectations.

• Able to perform in all disciplines within the respective service line and remains up to date on standard work changes industry, industry standards, policy changes and operational improvements. Demonstrated ability to perform all duties of the associate and intermediate levels

• Consistently meets standards of the On-Track performance and averaging consistently high QA audit scores. Fluently communicates with all levels of leadership, manage up and lead laterally.

• Maintains /updates knowledge of changes in standard work and guidelines and provides input. Effectively manage to daily improvement and advance knowledge of the operations. Co-facilitate process improvement events and exercises.

• Support patient escalation transaction incidents for de- escalation and service recover.

• Acts as an expert resource for team members through “in the moment” guidance (SME Line) and reinforcement of standard work guidelines and disciplines with new employees within the “at the elbow” presence (preceptor).

• Identifying and re-assigning resource support schedule (Senior team) in response to changing service line needs. Acts as a point person for the team when supervisor is off site (potentially attending meeting for representation, MDI official, iHub representative, staffing assignments and project/incident assignments. Ability to manage projects following an methodical approach.

• Acts as a point person for the team when supervisor is off site (potentially attending meeting for representation, MDI official, iHub representative, staffing assignments and project/incident assignments).  Reviews SME log for trends & identify plan to address trends with supervisor.

• May be trained and then assigned to perform core scheduling duties for other service lines to meet fluctuating business demands.

• Actively participates in safety initiatives and risk mitigating measures where appropriate and completes all position and unit safety related competencies and requirements on a timely basis.

• Performs other duties as assigned.

Qualifications

Required

• High School Diploma or equivalent

• 5 years of relevant experience

• 1 year of relevant experience in revenue cycle in a senior role

• 2 years of relevant experience in customer-facing service on phone or face-to-face, focus on positive customer outcomes; customer service and/or managed health care

• Excellent written, verbal communication, and interpersonal skills. Time management and organizational skills. Self directed. Ability to make quality, independent decisions.

• Analytical and strong problem-solving skills. Ability to work effectively and efficiently under tight deadlines, high volumes and multiple interruptions. Ability to maintain the strictest levels of confidentiality. Competency in the use of a variety of computer hardware and software systems.

Preferred

• Associates degree

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.

• On-demand pay program powered by Payactiv

• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

• Optional identity theft protection, home and auto insuranc