What are the responsibilities and job description for the HOSPITAL/DIAG ACCESS LEAD position at UT Southwestern?
WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report , we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!
JOB SUMMARY
The Team Lead Provides leadership, direction, development and guidance to staff, taking an active role in staff growth. A Lead trains and motivates staff to achieve goals and objectives. Manages daily operations, making leadership decisions, taking accountability for operations, and escalating to supervisor/manager as needed. A Lead is responsible for a majority of the location specific training of new hires as well as completing staff in-services, and re-education. Team Leads directly interact with patients on the phone and/or in person to support front office business operations in a hospital or hospital based clinic location. They maintain a patient centered attitude at all times, demonstrating compassion and empathy for patients and their families and encouraging the same from the staff that report to them. They work as part of an elite team to support UT Southwestern operations and initiatives. They may be required to travel to both on and off-campus locations.
BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare-no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!
EXPERIENCE AND EDUCATION
Required
Education
High School Diploma or GED. or
Experience
3 years 3-5 years' experience in a Customer Service setting and
1 year experience as a Patient Access Representative III
Licenses and Certifications
(CHAA) CERT HEALTHCARE ACCESS ASSOC within 1 Year and
(NAHAM) NATL ASSOC HLTHCARE ACCESS MGT Associate Membership
within 1 Year
Preferred
Education
Associate's Degree Associate's Degree or two years of college preferred; can substitute college with a minimum of 4 years Clinical/Medical office experience or
JOB DUTIES
Provides training, leadership and direction to staff in the roles of patient admissions/patient registration and cash intake; including all applicable hospital based areas, main admissions, and ED/L&D. Promotes accountability in staff. Effectively delegates and appropriately holds staff accountable; maintains a pro-active approach with addressing/implementing changes impacting the various processes of the patient access experience. Maintains an active role in selection, training, recognition, and performance evaluations for staff.
Leads daily operations effectively; effective follow-through and follow-up; takes accountability; solves problems and implements solutions; demonstrates technical proficiency. Acts with urgency to address issues and anticipates customer needs. Engages with dept/clinic managers to promote optimal use of resources and patient throughput. Supports goals and objectives; assisting in the creation and implementation of policies and procedures for dept operation.
Oversees department schedule, PTO requests, and time and attendance issues; assuring staff coverage for all shifts.
Responsible for generating, distributing and maintaining relevant department reports to assist management with tracking of performance indicators.
Assures that quality assurance monitoring is conducted on data produced by new department staff, assuring accuracy, thoroughness and compliance.
Responsible to identify areas for continued performance improvement.
Pre-register/Register patients for scheduled/unscheduled services, inpatient/outpatient procedures within all applicable hospital based areas
Interview patient(s) and/or their representative at workstation or bedside to obtain demographic/insurance information or verify information already on file. All registrations performed utilizing available up to date technology (i.e. carts/workstation on wheels, tablets, etc)
Obtain copies of necessary identification and insurance cards.
Document appropriate information in the registration system based upon departmental documentation standards.
Verifies that patient has been properly identified to prevent multiple medical record numbers campus wide.
Ensures all patients are continually informed of their visit status when services are delayed.
Follows all guidelines set forth in the Cash Handling policy. Produce paperwork on each patient for distribution to appropriate departments.
Accurate and timely deployment of legal, ethical and compliance consent forms and documents.
Initiates the Advance Directive process.
Initiate, obtain and/or update verification and pre-certification as appropriate for patient services for each patient account.
Coordinate accurate patient data to determine financial obligation. Collection of insurance co-payments, deductible amounts, self-pay deposits and patient balances from the patient/guarantor. Request full or partial payment for services rendered according to collection policies.
Works in a collaborative manner with peers and other hospital departments; attends meetings and actively participates.
Demonstrates ongoing competency skills including age-specific competencies, above level problem solving skills and decision-making abilities. Ability to communicate verbally with all levels of Associates and management and with physicians.
Responsible for maintaining adequate supply of forms, brochures and supplies used in the department.
Monitor ACD Line and appropriately direct calls and/or assist as necessary.
Monitor RightFax and complete registrations/direct faxes as needed.
Monitors the correct patient work queue for the assigned department(s) ensuring that staff are clearing accounts in a timely manner with a goal of 0 accounts older than 6 days.
Works closely with QA and WQ Analysts to ensure that any issues specific to their staff are addressed and retraining completed as needed.
Knowledge of policies regarding services, pricing, insurance billing, and payment of account.
The ability to act in all capacities as a Patient Access Representative.
Performs other duties as assigned.
SECURITY AND EEO STATEMENT
Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.
EEO Statement
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status. Benefits UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare – no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report , we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!
JOB SUMMARY
The Team Lead Provides leadership, direction, development and guidance to staff, taking an active role in staff growth. A Lead trains and motivates staff to achieve goals and objectives. Manages daily operations, making leadership decisions, taking accountability for operations, and escalating to supervisor/manager as needed. A Lead is responsible for a majority of the location specific training of new hires as well as completing staff in-services, and re-education. Team Leads directly interact with patients on the phone and/or in person to support front office business operations in a hospital or hospital based clinic location. They maintain a patient centered attitude at all times, demonstrating compassion and empathy for patients and their families and encouraging the same from the staff that report to them. They work as part of an elite team to support UT Southwestern operations and initiatives. They may be required to travel to both on and off-campus locations.
BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare-no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!
EXPERIENCE AND EDUCATION
Required
Education
High School Diploma or GED. or
Experience
3 years 3-5 years' experience in a Customer Service setting and
1 year experience as a Patient Access Representative III
Licenses and Certifications
(CHAA) CERT HEALTHCARE ACCESS ASSOC within 1 Year and
(NAHAM) NATL ASSOC HLTHCARE ACCESS MGT Associate Membership
within 1 Year
Preferred
Education
Associate's Degree Associate's Degree or two years of college preferred; can substitute college with a minimum of 4 years Clinical/Medical office experience or
JOB DUTIES
Provides training, leadership and direction to staff in the roles of patient admissions/patient registration and cash intake; including all applicable hospital based areas, main admissions, and ED/L&D. Promotes accountability in staff. Effectively delegates and appropriately holds staff accountable; maintains a pro-active approach with addressing/implementing changes impacting the various processes of the patient access experience. Maintains an active role in selection, training, recognition, and performance evaluations for staff.
Leads daily operations effectively; effective follow-through and follow-up; takes accountability; solves problems and implements solutions; demonstrates technical proficiency. Acts with urgency to address issues and anticipates customer needs. Engages with dept/clinic managers to promote optimal use of resources and patient throughput. Supports goals and objectives; assisting in the creation and implementation of policies and procedures for dept operation.
Oversees department schedule, PTO requests, and time and attendance issues; assuring staff coverage for all shifts.
Responsible for generating, distributing and maintaining relevant department reports to assist management with tracking of performance indicators.
Assures that quality assurance monitoring is conducted on data produced by new department staff, assuring accuracy, thoroughness and compliance.
Responsible to identify areas for continued performance improvement.
Pre-register/Register patients for scheduled/unscheduled services, inpatient/outpatient procedures within all applicable hospital based areas
Interview patient(s) and/or their representative at workstation or bedside to obtain demographic/insurance information or verify information already on file. All registrations performed utilizing available up to date technology (i.e. carts/workstation on wheels, tablets, etc)
Obtain copies of necessary identification and insurance cards.
Document appropriate information in the registration system based upon departmental documentation standards.
Verifies that patient has been properly identified to prevent multiple medical record numbers campus wide.
Ensures all patients are continually informed of their visit status when services are delayed.
Follows all guidelines set forth in the Cash Handling policy. Produce paperwork on each patient for distribution to appropriate departments.
Accurate and timely deployment of legal, ethical and compliance consent forms and documents.
Initiates the Advance Directive process.
Initiate, obtain and/or update verification and pre-certification as appropriate for patient services for each patient account.
Coordinate accurate patient data to determine financial obligation. Collection of insurance co-payments, deductible amounts, self-pay deposits and patient balances from the patient/guarantor. Request full or partial payment for services rendered according to collection policies.
Works in a collaborative manner with peers and other hospital departments; attends meetings and actively participates.
Demonstrates ongoing competency skills including age-specific competencies, above level problem solving skills and decision-making abilities. Ability to communicate verbally with all levels of Associates and management and with physicians.
Responsible for maintaining adequate supply of forms, brochures and supplies used in the department.
Monitor ACD Line and appropriately direct calls and/or assist as necessary.
Monitor RightFax and complete registrations/direct faxes as needed.
Monitors the correct patient work queue for the assigned department(s) ensuring that staff are clearing accounts in a timely manner with a goal of 0 accounts older than 6 days.
Works closely with QA and WQ Analysts to ensure that any issues specific to their staff are addressed and retraining completed as needed.
Knowledge of policies regarding services, pricing, insurance billing, and payment of account.
The ability to act in all capacities as a Patient Access Representative.
Performs other duties as assigned.
SECURITY AND EEO STATEMENT
Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.
EEO Statement
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status. Benefits UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare – no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!
