Lead Patient Access Services Specialist

Job Description Summary

The team lead reports directly to the supervisor and is responsible to help the registration team run smoothly. The lead will staff, train, monitor, troubleshoot, and assist the team throughout the work day.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC002342 CHSCorp - Outpatient Registration

Pay Rate Type

Hourly

Pay Grade

Health-22

Scheduled Weekly Hours

40

Work Shift

Job Description

Weekly Responsibilities:

• Weekly email to team with upcoming schedule and events (Thursday or Friday)
• Recap to supervisor about trainees
• Complete weekly schedule for team members each week.

Daily Operations:

• Arrange and manage coverage  for all areas at all times
  • Manage lunch coverage daily
  • Monitor team members presence at the desk and professionalism
  • In emergent situations will authorize team members to leave if the supervisor is unavailable.  This will be communicated to the supervisor.
• Delegate with Supervisor: assignments, responsibilities and coverage
  • Assess daily coverage needs for check-in and check-out.
  • Crosstraining – Make sure Lead is knowledgeable in all home team clinics, as well as general knowledge of all outpatient registration areas.  Work with supervisor to determine appropriate rotation of assignments to ensure that all team members have advanced knowledge of all areas of registration responsibility.
  • Shift responsibilities throughout the day as patient volume requires
• Review check outs per clinical protocol. Make sure registration team follows correct documentation for “no” check out notes in system.
• Identify and follow up with supervisor on any issues or concerns regarding personnel or workflow operations.
• Will assist with Rounding on team members.
• Ensure that the Missing Reg Items, Workqueue, and Charge Review Workqueue have been cleared out.
• Review doxy/virtual check outs daily for completion by team
• Review CTM’s check outs for accuracy and communicate results to supervisor
• Deescalate any situations that arise and alert supervisor immediately
• Work overtime and weekend duties as needed
• Actively involved in ongoing training for team members and assisting when a team member is in need of additional training

New Hires:

• Will meet with each new team member on the first day to review policies, procedures, provide a tour of facility and handle introductions, etc.
• Will ensure that 30 and 90 day paperwork for new hires is completed.
• Will setup meetings with supervisor, lead and new hire to meet during the first 90 days to review progress
• Will ensure that preceptors are sending out weekly recaps detailing the training.

Safe Access:

• Will be the backup for the safe in the event that the other team members are not available.

Additional Job Description

Bachelor degree and one year relevant work experience in customer service business environment or healthcare (patient registration, admitting, and/or scheduling; or a high school diploma or equivalent (GED) and three years relevant work experience in customer service or healthcare (patient registration, admitting, and/or scheduling) required; Experience with Windows, Excel, Access and Intranet/Internet navigation tools as well as system contact required. Experience with, or knowledge of Medical Terminology a plus. The successful candidate must be able to prioritize and coordinate multiple tasks in a busy environment; demonstrate strong verbal, written, and problem solving skills; possess the ability to work in a self-directed manner while interacting with customers, physicians and departmental partners. Familiarity with MUSC Health and its entities required. A high level of customer service skills and the ability to clearly articulate via phone with providers, patients and customers is essential. Typing speed of 25cwpm and computer experience required. Patient Access Certification preferred. Position may require the ability to work weekends and staggered shifts.

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

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