Patient Access Workleader

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

The Patient Access Representative Workleader is responsible for registering, scheduling and preregistering patients for inpatients, emergency and outpatient tests and procedures. The Representative will educate patients regarding their benefit levels and will request, collect and record payments prior to or at time of service. Ensures a seamless model of access for patients, physicians and family members.

The ideal future caregiver is someone who

• Has at least 2 years of customer service experience.

• Is patient, kind and friendly.

• Effectively manages their time and pays attention to details.

• Is a quick and hands-on learner.

• Demonstrates a strong work ethic.

This position offers growth within the department and organization and opportunities for professional development and learning to help you be successful in your career.

At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.

Responsibilities:

• Identifies and utilizes appropriate reports to contact insurance payers for resolution of accounts with registration issues with a minimal need to escalate issues internally.

• Assists with and resolves patient inquires or complaints.

• Recommends and provides input to execute Patient Access programs in accordance with changes in insurance regulations and data obtained from various departments and physician in regards to issues including registration.

• Assists the site manager /supervisor with the daily operational activities of patient access.

• Rotates in the on call coverage as well as covers call offs within the department.

• Participates on committees in an engaging manner as a subject matter expert on processes within the department.

• Cross trained to independently staff all areas of Patient Access at any facility, including but not limited to Front Desk, Admitting Office, ER registration and Cashier.

• Recommends and facilitates exceptional Patients First communication for each patient encounter during their registration.

• Identifies patient registration issues and resolves or initiates necessary follow up.

• Implements service recovery efforts as appropriate.

• Responsible for staff training, involved in performance evaluations by means of feedback and completes special projects and assignments which would not be given to front line staff.

• In addition responsible for operational tasks which include staff schedules, working reports, performing compliance and denial audits, working reports, handling call offs, allocating work/resources and time and attendance entries.

• Assists in the development and implementation of new processes.

• Functions as a Super User.

• Assists in the completion of departmental audits, reports, and QA.

• Handles coaching based on compliance metrics and also oversees cashiering duties as necessary.

• Provided registration and cash collection access in Epic.

• Other duties as assigned.

Education:

• High school diploma or equivalent.

Certifications:

• None required.

Complexity of Work:

• Basic PC software application knowledge and ability to use multiple data systems required.

• Demonstrated knowledge of medical terminology sufficient to understand physician orders or completion of course within 1 year.

• Must be detail oriented. Excellent communication, organizational and interpersonal skills required.

• Must be able to multi-task and maintain composure in difficult situations in a fast paced environment.

• Demonstrates a positive and professional approach and communicates effectively with customers and team members.

Work Experience:

• Minimum of 4 years of experience in a customer facing role with in person or phone contact; or previous work leader experience with demonstrated competence in personnel management.

• An Associates degree may substitute for up to one year of the stated experience.

• A Bachelors degree my substitute for up to two years of the stated experience.

Physical Requirements:

• Ability to communicate and exchange accurate information.

• Ability to perform work in a stationary position for extended periods.

• Ability to work with physical records or operate a computer or other office equipment.

• In some locations, ability to travel throughout the hospital system.

• In some locations ability to move up to 25 lbs.

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.

Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities