Team Lead - Patient Relations - Healthcare

Job Family:

Patient Account Representative

Travel Required:

Up to 10%

Clearance Required:

None

This is an onsite position working Monday through Friday out of our San Antonio, TX office.

The hours of opperation are 8:00AM CT - 7:30PM CST, you will have a shift within that time.

What You Will Do:

• Must be self-directed / self-motivated.

• Good communication and interpersonal skills.

• Must be able to perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure.

• Accept responsibility for one’s own work.

• Work independently.

• Recognize the rights and responsibilities of patient and employee confidentiality.

• Convey empathy and compassion to those experiencing pain, physical or emotional distress and/or grief.

• Relate to others in a manner which creates a sense of teamwork and cooperation.

• Communicate effectively with people from every socioeconomic, cultural, and educational background.

• Exhibit flexibility and cope effectively in an ever-changing, fast-paced healthcare environment.

• Perform effectively when confronted with emergency, critical, unusual, or dangerous situations.

• Demonstrate the quality work ethic of doing the right thing the right way.

• Maintain a client centric focus and strive to satisfy the client’s needs.

Duties and Responsibilities

• Be a Subject Matter Expert and remain current in all areas of designated project/client, including client host system, imaging systems, internal host systems, vendor systems, and telephony systems.

• Will be required for the first 90 days to handle Inbound phone support to understand patient interactions and will remain available to provide phone support as needed.

• Ensures personal and team follow-up requirements are performed accurately.

• Reviews work of team members and provides training and feedback as needed.

• Audits patient accounts as requested

• Assists leadership with coordinating activities.

• Help train new employees and facilitate project specific refresher training sessions

• Performs functions assigned by Supervisor/Manager to ensure team /project objectives are met.

• Manages and reports on task dashboard and work queue (desk) daily/weekly/monthly

• Runs and reviews daily reports

• Works with Supervisor/Manager on client reporting deliverables such as performance summary reporting decks and reporting to be utilized on client calls and month end.

• Special Ad-hoc reports assigned by management.

• Provide continuing education for current employees

• Assists employees with their questions to ensure team / project performance goals are met.

• Assists in the implementation of standards and guidelines

• Prepares and reports daily productivity of team members

• Provides timely feedback to the leadership team

• Works closely with supervisor to create applicable work lists

• Post approved adjustments as applicable.

• Type and distribute all team meeting/huddle minutes.

• Effectively communicates with the client through email or telephone as needed.

• Attends payor provider calls as needed documenting all meeting minutes.

What You Will Need:

• High School Diploma/GED or 3 years of relevant equivalent in lieu of diploma/GED

• 8 years working within the following sectors: healthcare, insurance, business, finance or customer service.

• Experience supervising or leading a team of at least 5 agents

• Healthcare experience

• Working knowledge can be of the following: insurance claims, billing, coding, follow-up, finance, accounting or customer service related responsibilities.

What Would Be Nice To Have:

• Strong understanding of healthcare patient relations call center

• Patient Access or insurance verification call center management

• Bilingual Spanish

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time &