Lead Coordinator, Patient Access (Healthcare)

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Time Type:

Full time

Department:

Registration

All Locations:

10 Gove Street – Taylor Building

Position Summary:

A Registration Team Leader is a critical position within Registration that provides performance coaching and training of new staff; as well as oversees the department's daily workflows in the absence of the department Supervisor. The Team Leader supports the Supervisor by ensuring Registration management, efficient performance and completion of daily administrative tasks when the Supervisor is not physically present in the department. This position also supports in overseeing the day to day workflows of the staff by making adjustments to staff assignments, scheduling, etc. as needed. In addition, s(he) makes recommendations for improvements within the department as well as handles patient complaints. This step on the Patient Access career ladder is generally achieved through internal promotion. Professional staff in this position demonstrates strong leadership, superior customer service, written and verbal communication, judgement and problem solving skills. The Team Leader is expected to make all patients feel welcome, over the phone or in person, while capturing comprehensive and accurate information

Essential Duties and Responsibilities:

• Acts as a mentor to new and existing registration staff.
• Works with supervisor to orient and train new staff to department policies, procedures and work flow.
• Demonstrates excellent leadership in all areas of responsibility for Patient Access Representatives, Patient Access Coordinators and Insurance Coordinators. 
• Coordinates the day to day workflow for assigned clinical areas.  This includes the registration of patients to ensure efficient patient flow.
• Manages workload for line staff and adjusting staffing levels to meet the needs of the clinical areas.
• Displays superior customer service skills. Assists patients to resolve complaints or concerns.  Reports all incidents to supervisor.
• Maintains patient confidentiality at all times.
• Maintain cash handling in accordance with department and health center policies and procedures.
• Demonstrates initiative, reliability, flexibility, and organizational skills.
• Demonstrates substantial knowledge of all the registration departments to ensure proper information is forwarded to staff as needed.
• Demonstrates excellent communication skills.  Promotes clear and concise communication between staff in order to achieve a healthy and effective atmosphere within the department. 
• Promotes a sense of teamwork within the department.   
• Provides evening/floating holiday coverage on a rotating basis.
• Responsible for coordinating the maintenance, troubleshooting, and obtaining servicing for all printers, fax machines, and copiers in the Practice Team by processing work orders to facilities and IT
• Follows departmental guidelines for emergency situations.
• Interpreting skills used appropriately within all practices as needed.
• Participate in the planning of continuous improvement in skill development and training for all registration staff and any other staff performing a registration function.
• Participates in departmental process redesign, quality assurance activities, and special projects as assigned.
• Act as a liaison between Patient Access departments and the clinical team. Reports any relevant issues to the supervisor
• Carries change and makes rounds as needed to ensure the departments are running smoothly. Addresses any concerns or feedback from staff and/or patients
• Provide feedback to the Supervisor regarding staff as part of their development or performance reviews.  
• Recognizes issues pertaining to staff and bring them to the attention of the leadership team for proper resolution.  This may include attendance and punctuality issues, dress code, non-compliance or work related issues.
• Forwards feedback and/or letters from staff. Updates supervisor of new workflows or workflow ideas.
• Attends safety committee walk-throughs, drills and/or meetings as needed and requested by Supervisor.
• Assist Supervisor with approving time off for staff.
• Assist Supervisor with the staff schedule to coordinate coverage
• Coordinates the ordering of office supplies for assigned clinical areas through Supervisor
• Assumes additional responsibilities during Supervisor's absence, as requested.
• Adheres to department policies regarding attendance and punctuality.
• Adheres to NeighborHealth and departmental policies & procedures.

EDUCATION:          

• High School graduate or equivalent

EXPERIENCE: 

• Minimum of 3 to 5 years experience in a medical office setting
• Knowledge of managed care, the various insurance plans, registration practices and protocols
• Understanding of and experience with NeighborHealth systems, processes, policies and procedures a plus

​SKILLS/ABILITIES:

• Strong initiative and leadership skills
• Exceptional customer service and problem solving skills 
• Excellent communication and interpersonal skills
• Strong organizational and time management skills
• Strong computer skills
• Demonstrates ability to work in a fast paced environment performing multiple tasks simultaneously

PAY RANGE:

Starts at $22/hr up to $33 based on experience

EEO & Accommodation Statement:

NeighborHealth is an equal employment/affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to HRrecruit@NeighborHealth.com or call 617-568-4480 to let us know the nature of your request

Federal Trade Commission Statement:
According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website. We do not ask or require downloads of any applications, or “apps.” Job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.

E-Verify Program Participation Statement:

NeighborHealth participates in the Electronic Employment Verification Program, E-Verify. As an E-Verify employer, all prospective employees must complete a background check before beginning employment.