Job Summary

As the first point of contact for our patients, you will play a pivotal role in ensuring a positive and welcoming experience from the moment they arrive. The Patient Access Lead will be responsible for overseeing the team of front desk employees at all locations. Provide guidance to your team, and handle all points of escalation at the front desk. Work with other departments to ensure workflows are effective and working as expected. Your additional responsibilities will include managing patient check-ins, scheduling appointments, verifying insurance information, and assisting with inquiries both in person and over the phone. Attention to detail, excellent communication skills, and a friendly demeanor are essential qualities for success in this role. The Patient Access Lead is passionate about women's health and dedicated to providing exceptional customer service.

Education and Experience Required: High School Diploma, or the equivalent

Preferred: 2-4 years’ experience in health care practice, front desk supervisory experience.

Primary Job Duties

• Actively participate in departmental goal setting and goal achievement

• Provide input to Director for performance reviews.

• Continuously work towards a "one-team" concept.

• Conduct training for Patient Access team members in customer service including processes and procedures, product knowledge and general customer service knowledge.

• Maintain time and attendance, coordinating time off requests using time tracking system.

• Support Patient Access Specialist when difficult situations occur by getting involved with the customer.

• Create schedules for coverage at all locations for the practice.

• Approve PTO request based on the needs of the practice and coverage.

• Follow-up to ensure that appropriate changes were made to resolve customers' problems.

• Refer unresolved customer grievances to designated departments for further investigation.

• Maintain positive relationships with both internal and external customers.

• Handle all scheduling templates and maintain scheduling guidelines.

• Develop onboarding processes.

• Train all new hires.

• Work with other departments to ensure all end-to-end workflows are efficient and working as expected.

• Present daily at the organization huddle.

• Hold monthly breakout sessions with direct team with oversight of agenda by Director.

• Conduct all activities in a safe manner, adhering to company safety standards.

• Attend manager meetings for first portion of meeting to report on department wins, losses, and challenges.

• Responsible for investigating and completing a thorough accident investigation report when needed.

• All other lead duties, as needed.

Knowledge of Patient Access Specialist Job Duties, stepping in when needed:

• Responsible for assisting patients throughout the check in and check our process.

• Perform pre-registration and verify insurance coverage on each patient in advance and before sending the

patient back to be seen.

• Review and address inactive coverage issues as they arise.

• Make sure all information on file is the most accurate, all documents are scanned in, and all insurance is

updated, and Real Time Eligibility (RTE) is performed and verified accurately.

• Follow all policies for Use and Disclosure forms, and when discussing patient information.

• Follow current policies for closing out the cash drawer, and bank deposits are overseen by the Patient Access

Lead.

• Review appointments in advance to make sure all prior records have been obtained

Job Type: Full-time

Pay: $20.36 - $21.24 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Medical Specialty:

• Ob/Gyn

Schedule:

• Day shift
• Monday to Friday
• No weekends

Experience:

• Customer service: 1 year (Preferred)
• Medical terminology: 1 year (Preferred)
• Computer skills: 1 year (Preferred)

Ability to Commute:

• Dover, DE 19904 (Required)

Ability to Relocate:

• Dover, DE 19904: Relocate before starting work (Required)

Work Location: In person