Team Lead, Financial Assistance (E&E)

Facility: North Fulton Hospital

Job Summary: The Financial Assistance Team Lead position functions under the direction of the Financial Assistance Department Supervisor. The position is responsible for leading the daily operations of their assigned areas, including ensuring appropriate staffing, assisting with problem solving and customer service issues, and ensuring policies and procedures are being followed. The position assists the Financial Assistance Department Supervisor with monitoring, maintaining and evaluating key performance indicators (including quality and productivity), and developing and implementing action plans for optimum performance. Works well with other team members to ensure all areas are staffed appropriate to volumes. The Financial Assistance Team Lead will often serve in a front line position, covering open shifts as appropriate. The position assists the Supervisor with other duties as required to help ensure the efficiency of the department. Demonstrates professionalism, effective communication skills and active listening skills. Completes monthly audits. Assist with Workqueues. Financial Assistance Team Lead in handling daily responsibilities in conjunction with other departments. This offers better Customer Service to departments in the absence of the Supervisor. Assist staff with patient/doctor problems and/or complaints. Attend any meetings necessary on behalf of Supervisor when feasible. Core Responsibilities and Essential Functions: Leadership - Facilitates a positive work environment and assists with the development and motivation of employees. - Attends departmental, system-wide and/or interdepartmental meetings as needed. - Leads by example, assisting in projects, working as a positive team member, and rounding and mentoring of staff for optimal performance. - Works to meet WellStar goals related to Employee Engagement. Quality/ Safety - Implementation and training of new programs/updates to employees. - Responsible for quality and performance monitoring and reporting. Compiles and distributes data from management reports in a timely and accurate manner. Works with Supervisor to analyze data to make changes as appropriate. - Takes initiative to appropriately investigate and resolve department issues as they arise. - Understands and enforces policies and procedures for assigned areas. - Assists with investigating account issues, such as tracking and trending problems, and implementing changes and education as appropriate. - Assists with meeting all quality goals. - Monitors, ensures maintenance and resolves of accounts, DNB, claim, patient, and other related Workqueues that impact the Revenue Cycle. - Ensures quality and drives resolution of initiatives which impact the overall health of the Revenue Cycle. Planning - Participates and represents the department and hospital committees and special projects and assumes accountability as appropriate. - Participates in meeting the goals and objectives of the department. - Collaborates with Revenue Cycle leadership to develop and implement goals, objectives and Action Plans for the department. - Responsible for the ongoing management of daily operational functions of the department. Budget/Financial - Orders supplies for assigned areas in accordance to approved budgets. - Exercises cost effectiveness to reduce budgeted expenses. - Understands and ensures adherence to financial policies and programs. - Works with management to meet all financial related goals. Customer Service - Participates in customer service teams. - Resolves patient, physician, interdepartmental and other customer issues in a timely and appropriate manner. - Demonstrates ability to tactfully handle difficult situations through an approach that reflects consistency. - Maintains positive relationships with other department personnel. - Pursues excellence in all areas related to customer service, including service recovery. Expected Performance, Behaviors and Results: - The WellStar Experience (Must demonstrate a commitment to Service Excellence by) - Creating first impressions, memorable moments and impressions that fulfill the expressed and unexpressed wishes and needs of patients and family members. - Valuing patients and family members as partners in their care. - Having world-class processes in place. - Delivering high-touch care that is reliable, responsive and coordinated. - Focusing on constant innovation and creating improvements. - Celebrating our diversity with sensitivity and understanding. - Embracing the idea that we are all owners of our health system. General - Maintains orderly and clean work environment, commensurate with the public expectations of a healthcare organization. - Informs Management of non-compliance with WellStar/department dress code. - Assures department has appropriate equipment and supplies to perform job duties. Eligibility and Enrollment Financial Counselor Responsibilities - Refer to Eligibility and Enrollment Financial Counselor Responsibilities, Roles, and Functions. Required Minimum Education: High school diploma Required or equivalent preferred post-secondary education. Required Required Minimum License(s) and Certification(s): All certifications are required upon hire unless otherwise stated.

• Cert Healthcare Access Assoc or Certified Patient Account Rep or Certified Revenue Cycle Rep

Additional License(s) and Certification(s): Required Minimum Experience: Minimum 2 years healthcare Revenue Cycle Required or Proficient in current electronic medical record system. Required Required Minimum Skills: Effective communication skills (both written and verbal), attention to detail, self directed, and a positive attitude are essential. Effective problem solving and critical thinking skills.