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MarinHealth · 20 hours ago

Access Department Team Lead, Access Department, (Novato), Full-Time, Days

Novato, CA

Full-time

Onsite

Mid Level

$25/hr - $34.65/hr

3+ years exp

MarinHealth is an integrated healthcare system with a strong presence in the North Bay, known for its excellent physician and clinical team. The Access Department Team Lead is responsible for overseeing daily operations, ensuring adherence to processes, and maintaining strong relationships with physician office staff to provide administrative support.

Emergency MedicineHealth CareHospitalHospitalityMedicalNon ProfitService IndustryWellness

Responsibilities

Supervising activities of staff responsible for answering inbound patient scheduling calls and staff responsible for processing authorization and referral requests. Monitors for confidentiality, accuracy, and exceptional customer service

Maintains close understanding of department needs and ensures appropriate coverage for all functions daily; including call handling, referral and authorization processing, and work queue management

Utilizes multiple tools to monitor and document agents call handling quality and scheduling accuracy by following practice scheduling protocols and tools. Evaluates scheduling errors and recommends process improvements as necessary

Builds safe and trustworthy environment with patients by utilizing both a scripted and non-scripted communication methods

Supports the de-escalation of situations involving dissatisfied customers, offering patient assistance and support

Train and provide immediate assistance to staff on utilizing and maneuvering between several different software systems

Meet specified goals and objectives as assigned by management on a regular basis

Escalate any problems that may arise to management

Assist with other projects as assigned by management

Supports the implementation of programs, policies, initiatives, and tools

Contributes ideas and actions towards the continuous improvement of Patient Access related processes within area of influence

Completes monthly team evaluations and delivers feedback to individual team members along with Patient Access Department Supervisor

Adaptable to learning and disseminating training on new processes, concepts, and skills

Seeks and responds to regular performance feedback from direct leader; provides upward feedback as needed

Demonstrates and encourages a positive work environment through team building and implementing approved staff recognition and appreciation efforts

Supports building strong peer-to-peer relationships through effective communication, cross-team support, and ad hoc trainings

Performs revenue cycle tasks necessary to ensure compliance and exceptional customer service

Authenticates patient identity throughout all processes

May provide directional support to patients and/or family members

Maintains knowledge of applicable Federal, State, and local laws and regulations, C.A.R.E.S. as well as MarinHealth policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior

Qualification

Patient access knowledgeInsurance knowledgeLeadership skillsCustomer serviceTime managementComputer proficiencyCommunication skillsProblem-solving skillsAttention to detail

Required

High school diploma or General Educational Development (GED) certificate required

3+ years of recent, relevant experience

General knowledge of patient access, financial counseling, and ambulatory settings

Working knowledge and understanding of insurance and medical terminology

Time management skills and the ability to manage frequent in-person patient contacts while effectively maintaining and documenting data in the patient registration systems

Leadership skills, including team building and coaching/mentoring with the ability to motivate and engage team members

Possess verbal and written communication and active listening skills

Accuracy and attentiveness to detail

Decision-making and problem-solving skills

Must be able to work concurrently on a variety of tasks/projects in diverse environments

Ability to meet or exceed targeted customer service, productivity, and quality standards

Computer proficiency skills

Requires the ability to work with and maintain confidential information

Preferred

3+ years of experience working in an off-site health care contact center preferred

3+ years within a Medical Network/Medical Group or clinic environment, an insurance company, managed care organization or other financial service setting, performing financial counseling, financial clearance and/or customer service activities

Company

MarinHealth

MarinHealth includes three major entities – a hospital, foundation, and network of expert clinicians – and our combined offering provides North Bay residents with a wide spectrum of high quality services from health and wellness education to diagnosis to advanced treatment and beyond for injuries and illness of all kinds.

Founded in 1952

Greenbrae, California, USA

1001-5000 employees