Job Description

General Summary

Provides quality assurance oversight to all departments within Patient Access. Participates in development and implementation of quality assessment indicators. Identifies trends and assists in providing education and training to improve the performance of staff development.

Shift

Full Time, Days, Between 6am-4:30pm

Duties and Responsibilities

Essential Functions:

• Comprehends registration and scheduling processes within the organization. Understands interview processes, data and demographic collection, and how the information is entered into the electronic medical record.
• Monitors staff based on specific department requirements and records results, as deemed appropriate, such as on a quality assurance form to provide feedback to staff members and supervisor. Each department has their own method of documentation.
• Assists with coaching when there is a need for improvement that is identified.
• Manages assigned reports for completeness and accuracy to ensure the quality and integrity of data collected.
• Identifies trends and assists in providing education and training to improve the performance of the staff. Uses all resources available to obtain correct information as required.
• Retrieves and analyzes statistical data to ensure that department’s quality measures are met.
• Provides continuous support by being a resource to all staff when they have questions or require follow up.
• Assists leadership in maintaining daily staff productivity.
• If ASSIGNED TO CALL CENTERS:• Orients staff to department quality expectations.• Understands and demonstrates knowledge of call recording software system. Train all agents on system.• Understands and demonstrates knowledge of workforce management system in order to manage agent’s time effectively for minimal departmental disruption for coaching purposes.
• IF ASSIGNED TO HOSPITAL ACCESS:• Primarily managing Account and Claim Edit WQ’s daily, assist in completion of Patient WQ as needed.• Responsible for monitoring HB Errors by Owning area to ensure ADT/Registration totals are meeting designated thresholds. • Functions as a registrar as needed to maintain and be up to date with registration workflows.
• IF ASSIGNED TO REFERRAL CENTER/INSURANCE SPECIALTY CENTER:• Understands and demonstrates knowledge of call recording software system. • Responsible for monitoring referral process within the department.• Understands and demonstrates knowledge of various available reports and resources in order to assist supervisors with identifying knowledge gaps and other staff issues as needed.• Performs insurance work as needed to maintain workflow knowledge.

Common Expectations:

• Maintains appropriate records, reports, and files as required for the department.
• Maintains established policies and procedures, objectives, quality assessment, safety, environmental and infection control standards.
• Participates in educational programs and staff meetings required for the department.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• 1 year Access experience. Required

Licenses:

• Certified Healthcare Access Associate Upon Hire Preferred

Courses and Training:

• Medical Terminology. within 180 days Required and
• Must attend required Coaching workshops as assigned by department. Upon Hire Required

Knowledge, Skills, and Abilities:

• Excellent communication and interpersonal skills.
• Proficient in Microsoft Office Suite.

Benefits Offered:

• Comprehensive health benefits
• Flexible spending and health savings accounts
• Retirement savings plan
• Paid time off (PTO)
• Short-term disability
• Education assistance
• Financial education and support, including DailyPay
• Wellness and Wellbeing programs
• Caregiver support via Wellthy
• Childcare referral service via Wellthy