Under general supervision of the Patient Access Supervisor the incumbent will be expected to be versatile in all areas of responsibility and accommodate numerous situational types in difficult areas including, but not limited to: Bed Control, Inpatient, Urgent Care, Pediatrics Urgent and Emergent care, Emergency Department, Psychiatric Emergency Services, and Insurance Verification/Authorization. Ability to promote positive customer service in a high stress 24/7 environment. Acts as a Lead in Under general supervision, coordinates assigned employee duties and manages allocation of personnel resources in assigned clinic to insure efficient patient flow. Trained in all aspects of front office clinic operations, including but not limited to: Outpatient registration, patient scheduling, clinic schedule template building and maintenance, cash handling, quality assurance to include weekly feedback, Insurance Verification and staff education. Makes recommendations for re-training and trains new hires. Works collaboratively with other department leads, supervisors, and managers to ensure continuous clinic flow by monitoring daily clinic schedules and registration processes. Patient Access Lead Role will be present in clinics that meet criteria for Nurse Manager and Charge Nurse leadership.
*Nights, 7pm - 7:30am (3, 12 hour shifts)
Essential Duties and Responsibilities
1. Provides Administrative Clinic Support to include but not limited to time and attendance, help desk tickets and other duties as assigned
2. Registering and scheduling patients. Monitors and works Work Queues clinic specific.3. Quality Control and Quality Assurance - performs weekly & monthly QA audits in adherence to expectation set forth by CHS/Revenue Cycle. Train & assist staff to meet QA goals and requirements.
4. Performs cash handling duties that include preparation of daily cash deposits, facilitating refunds, training clerical staff to prepare cash deposit and addressing overage/shortages as needed, completes, prepares and/or verifies daily deposit. Runs report at end of shift.
5. Delegates job assignments and monitors work flow. Monitors and tracks employee daily assignments.
6. Staffs Clinic registration areas during shortages due to PTO, Sick-Calls, and FMLA.
8. Attends monthly Front End operations meetings; attends regularly scheduled department and leadership meetings, huddles, and one-on-ones with Supervisor/Manger and passes information to the clerical team in a timely and effective manner.
9. Orders and maintains PAR levels for office supplies, encounter forms and other materials as needed.
11. Address customer service issues and uphold high level of customer service amongst clerical staff at all times.
12. Works with and under the direction of the Clerical Supervisor promotes positive interpersonal (customer) relationships with fellow employees, physicians, patients and visitors. Treats these individuals with courtesy, dignity, empathy and respect; consistently displays courteous and respectful verbal and non-verbal communications.
13. Works with and under the direction of Clerical Supervisor to set clear performance expectations for staff by developing job specific customer service expectations and behaviors for each position supervised. Communicates expectations to each employee and establishes the expectations related to job requirements and performance appraisal components.
14. Works with and under the direction of the Clerical Supervisor to evaluate ongoing competency and identifies training and staff development needs of employees and ensures appropriate training provided.
15. Works with and under the direction of the Clerical Supervisor to initiate formal/informal activities with employees to develop departmental cohesion and collegiality.
16. Works with and under the direction of the Clerical Supervisor to recognize positive behavior and contributions to the organization using praise, appreciation and rewards.
17. Works with and under the direction of the Clerical Supervisor to actively identify problems and opportunities for improvement; identifies appropriate solution and involves others in the implementation process.
18. Identifies and escalates system problems, environmental issues, and employee issues as appropriate, to the clerical supervisor and clinic leadership team.
19. Other duties as assigned.
Knowledge, Skills and Abilities
1. Excellent interpersonal communication and telephone skills required.
2. Skilled analysis of information, critical thinking and problem solving with an emphasis on customer service.
3. Ability to work with a diverse team and a diverse customer base explaining procedures and organizational policies in a health care setting.
4. Bi-lingual skills preferred.
Education and Experience
1. High school diploma or possession of a GED certificate required.
2. Three years clerical experience required.
All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.
Denver Health is an integrated, efficient, high-quality academic health care system that is considered a model for the nation. The Denver Health system includes the Rocky Mountain Regional Level I Trauma Center, a 525-bed acute care medical center, Denver's 911 emergency medical response system, 8 family health centers, 15 school-based health centers, the Rocky Mountain Poison and Drug Center, the Denver Public Health Department, an HMO, and The Denver Health Foundation.
As Colorado's primary safety net institution, Denver Health is a mission-driven organization that has provided more than $3.3 billion in care for the uninsured in the last ten years. Denver Health is a leader in performance and quality improvements and remains financially secure, in part, due to its nationally recognized implementation of lean principles in healthcare. Denver Health is a major resource to the community, serving approximately 185,000 individuals and 67,000 children a year.
Located just south of downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.
We strongly support diversity in the workforce and Denver Health is an equal opportunity employer (EOE).
"Denver Health is committed to provide equal treatment and equal employment opportunities to all applicants and employees. Denver Health is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class."
Internal Number: 3152
About Denver Health
Take your career to the next level at Denver Health, where we offer a robust benefits package and endless opportunities for growth. Denver Health is a nationally-ranked, locally-trusted, premier healthcare institution located in the heart of Denver, Colorado.Twenty-five percent of all Denver residents, or approximately 150,000 individuals, receive their health care here. We are known as an integrated health care system that encompasses multidisciplinary academic specialties, a community health system, a level I adult trauma center, pediatric emergency and urgent care center home to Denver Public Health and many of the nation’s leaders in medicine.