Job Family:

Travel Required:

Clearance Required:

What You Will Do:
The Patient Access Lead, in partnership with the Patient Access Supervisor, Manager and Director are responsible for the proactive oversight, of client relationships and strategic initiatives, to ensure quality measures in front-end patient intake operations are consistently met. This role provides guidance to frontline staff, ensures operational practices are in compliance with State and Federal healthcare regulations (including but not limited to HIPAA, EMTALA and NSA) and serves as one of the communication links between Patient Access and our clients administrative and clinical partners. The Lead is a Subject Matter Expert (SME), dedicated to maintaining high  quality data integrity and engages the Patient Access Trainer on developing and putting to practice standardized operating procedures that keep the team informed of evolving workflow updates and or operational compliance requirements.

• Provide Lead cross-departmental support in ED, Mother Child Health, Same Day Surgery, Pre-Registration, Outpatient Registration (Main Admitting), PBX Communications.

• At the discretion of upper management, lead meetings with client clinical and or administrative leadership.

• Assist clients effort of neutralizing multi-million dollar impact by 1. Minimizing Do Not Bill days 2. Accelerate claim adjudication by addressing Claim Edit and DNB Workqueues trends.

• Analyze opportunity for improvement patterns and trends, categorize root-causes per technology, workflow and or isolated vs. systemic causes.

• Partner with leadership on establishing Quality Assurance measures that address and minimize the impact of trended opportunities rooted in workflow.

• Escalate to clients IT leadership opportunities categorized and rooted in technology.

• Provide staff guidance to assure quality in registration, admissions, insurance verification and PBX Communication operations which include but are not limited to:

• Client Software application - TempTrak monitoring of temperature, pressure, and humidity across hospital equipment and environments, ensuring regulatory compliance and maintaining accurate records.

• Monitoring of software applications and tools which identify fire locations within the clients facility.

• Adherence to clients crisis and emergency management plan activation requirements associated with PBX.

• Monitor and partner with upper management on productivity, quality, and service standard findings.

• Generate reports and or Electronic Health Record Dashboards which demonstrate performance metrics.

• Partner with upper management on workflow design, development, orientation and implementation.

• Support upper management in the maintenance of and staffs adherence to standardized operating procedures.

• Address patient escalations real-time and or engage upper management when appropriate.

• Provide front-line operational support when coverage gaps are present and or during patient high census.

• Analyze daily operations and patient census across the various services lines and present upper management with staff reassignment recommendations when optimization opportunities are present.

• Ensure staff adherence to State and Federal meal and rest break requirements.

• Partner with upper management in the development of workflow standards to address operational opportunities for improvement.

• In partnership with the Patient Access Trainer, assist in ensuring GH New Joiners are assigned a department preceptor and help facilitate GH New Joiner interdepartmental training.

• In partnership with upper management, lead hospital emergency and crisis response and mitigation plans.

• Ensure staff conduct aligns with GH Code of Conduct expectations and exemplifies behaviors of excellence that facilitate a positive work environment.

• Adhere to and help ensure staff adherence to both GH and client learning and development assignments and initiatives.

• Lead audit/root-cause investigative findings meeting with client/hospital clinical leadership and or client administrative leadership.

• Provide coaching of Patient Access best practices to clients decentralized patient access/patient intake leaders and or areas that do not fall within Guidehouse Leadership reporting structure.

• Provide mentorship and non-disciplinary coaching to front-line staff.

• Support Supervisory functions if and when the Supervisor is unavailable (excluding disciplinary discussions with front-line staff).

• Work under minimal supervision, effectively manage time and competing priorities.

• Apply knowledge of Microsoft Word, Excel and or Power Point to present data and or construct summary of audit, root-cause and or investigative findings.

• Consistently demonstrate excellent customer service and service recovery when escalations present themselves.

• Effectively apply knowledge of medical terminology and revenue cycle terminology.

• Offer flexibility to support operational needs, including occasional coverage for areas that run 24/7.

• Co-lead planning and implementation of client software application activations (e.g. implementing an EHR or payment processing system).

• Performs all other duties as assigned.

• Soft Skills Ability to assess priorities in a high-volume, high-stress environment and provide empathetic leadership.

What You Will Need:

• High School Diploma or equivalent required;

• 4-8 years of experience in Customer Service, Patient Access, Medical Billing and or Healthcare Revenue Cycle.

What Would Be Nice To Have:

• University degree or vocational certification in Healthcare Administration preferred.Advanced proficiency in Electronic Health Records (Epic, Cerner, etc.) and data analysis.

• Expertise Robust knowledge of medical terminology, insurance verification, and federal healthcare mandates.

#LI- DNI

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program