Patient Access Representative Lead - Evenings

Hourly Pay Range:

Patient Access Representative Lead - Evenings

Position Highlights:

• Position: Patient Access Representative Lead
• Location: Evanston, IL
• Full Time/Part Time: Full time
• Hours: Rotating days and weekends 3pm - 11:30pm , Rotating Holidays
• Required Travel: no

Job Summary:

Responsible for providing access to healthcare services in accordance with established policies. Creates detailed and accurate registration records in a customer service focused manner. Identifies payment sources for all services provided, collects payments, past due balances and triages patients or their representatives for financial counseling. Serves as an internal and external resource for all customer groups and responds to telephone/electronic communications in a timely and professional manner. Acts as a department leader. Performs QA activities and coaches' staff in a positive constructive manner. Provides on call coverage and carries a pager to support department operations. Reports to the Manager of Patient Registration.

What you will do:

• Performs and exemplifies standards for all functions of a Patient Access Rep.
• Provides rotational weekend on-call coverage with pager access to ensure prompt response to issues. Provides direction and feedback to staff regarding service questions and operational issues related to patient flow, service delays and system equipment. Addresses staffing issues, facilitating or providing coverage for sick calls. Committed to providing additional coverage outside of shift or ability to change hours with short notice when not on call.
• Helps to maintain department schedule. Collaborates with management regarding staffing levels based on volumes or unscheduled absences. Communicates changes required to staffing levels with Manager's approval.
• Serves as first point of escalation, performs service recovery measures, and involves management as appropriate.
• Assists in hiring, onboarding and training new hires. Maintains and updates training/reference materials as necessary. Remains current as a super user for all Epic upgrades and enhancements.
• Under the direction of the manager, coaches and delegates tasks and assignments to staff to meet or exceed quality and productivity standards and goals. Disseminates processes, procedure and contract update information.
• Orders and keeps inventory of department supplies.
• Performs cash management and reconciliation. Prepares daily deposits of all payments collected, abiding by accounting standards.
• Assists in daily, weekly and monthly statistic reports. Regularly audits registrations to ensure quality and accuracy. Maintains error work queues.
• Provides feedback to management for input regarding staff performance appraisals.

What you will need:

• Education: High School Diploma or GED; College degree preferred
• Certification: n/a
• Experience: 3 years patient access experience or customer service experience in a healthcare or health insurance field. 1 year demonstrated ability to supervise and support team operations, preferred. Quality assurance and/or coaching experience, preferred.
• Unique or Preferred Skills:
• Possesses the following leadership qualities: ability to work effectively with others, build a positive team environment, embrace change and coach staff
• Knowledge of medical terminology, CPT/ICD coding and a general understanding of hospital revenue cycle
• Displays courteous, customer focused and professional behavior through interaction, appearance and attitude with all written and oral communications
• Ability to problem solve, trouble-shoot and make decisions regarding issues based on limited information in a high stress environment.
• Intermediate math and business writing skills. Strong analytic and organizational skills
• Demonstrates active listening and negotiating skills
• Proficient in the utilization of Microsoft Office Software, demonstrates keyboard accuracy and possesses the ability to adapt to new technology

Physical Demands/Environmental Conditions:

• Ability to multi-task and prioritize in a high stress fast paced environment
• Light physical effort. Requires frequent periods of sitting or standing with the ability to focus on repetitive tasks. Requires manual dexterity for use of keyboard and phone system
• May require frequent lifting or moving of lightweight material, occasional moving or lifting of average weight material.
• There is some risk to toxic substances and infectious diseases

Equipment Utilized within the Scope of the Position: PC, CRT, multiline ACD phone system, fax machine, photo copier, scanners, credit card transaction terminal with associated software

Benefits (For full time or part time positions):

• Premium pay for eligible employees
• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, Pet and Vision options
• Tuition Reimbursement
• Free Parking
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities

Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals - Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) - all recognized as Magnet hospitals for nursing excellence. For more information, visit www.endeavorhealth.org.

When you work for Endeavor Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.

Please explore our website (www.endeavorhealth.org) to better understand how Endeavor Health delivers on its mission to "help everyone in our communities be their best".

Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.

Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.

EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.