Patient Access Team Lead - Full Time - Days and shifts vary with call required.

About us: For the past 85 years, Stephens County Hospital has been a trusted name in the community, striving for excellence and delivering professional and compassionate care. Our dedicated staff of approximately 475 employees has a heart for healthcare and realizes how precious the gift of good health can be.

Stephens County Hospital is a 96-bed acute care hospital located in Toccoa, Georgia. We are nestled in the beautiful foothills of Northeast Georgia where our family-oriented community offers many cultural and civic opportunities as well as numerous outdoor activities.

Stephens County Hospital is a member of the Georgia Hospital Association, American Hospital Association and Georgia Alliance of Community Hospitals. Stephens County Hospital is fully accredited by the Joint Commission, the nation's premier healthcare monitoring agency.

Patient Access Team Lead - Full Time - Days and shifts vary with call required.

Education / Experience:

High school graduate or equivalent preferred.

Additional educational preparation preferred.

Licensure / Certification:

Previous supervisory experience preferred

Duties and Responsibilities

• Provides exceptional customer service to consumers which establish a positive first impression of Stephens County Hospital. Model AIDET guidelines in all interactions with the patient and ensure staff are adhering to the patient experience expectations
• Exceed all consumer requests and alert supervisor or manager of issues or concerns that require escalation.
• Correctly identifies and collects patient demographic information in accordance with organization standards.
• Interacts with various hospital departments and physician's offices to effectively schedule and direct patients through the SCH systems in a patient/customer friendly manner.
• Provides training and education as needed. Manages work schedule efficiently, completing tasks and assignments on time.
• Completes other duties assigned by supervisor or manager.
• Cross-training between various departments may take place to ensure coverage.

• Uses effective service recovery skills to solve problems or service breakdowns when they occur. Utilizes department and hospital policies and procedures to complete assigned tasks.
• All other duties as assigned.
• Responsible for staffing Patient Access Departments, On call 24/7.
• Team building

Leadership Responsibilities:

• Assists Patient Access Supervisor with staff training and development, as well as on-boarding new staff. Ensures staff understanding and compliance of SCH policies, procedures and expectations and assists in communicating any changes when applicable.
• Identifies potential problems and notifies the Patient Access Supervisor and Revenue Cycle Manager.
• Coordinates advanced troubleshooting to staff when issues or questions arise. Serves as first line of assistance to staff.
• Investigates and resolves patient, technical and workflow problems related to their area of responsibility or escalates to Patient Access Supervisor and Revenue Cycle Manager for assistance.
• Coordinate and lead the Patient Access departments (includes ER Registration, Outpatient Registration, SCH Southern Rehab Registration, and Centralized Scheduling and pbx) staffing 24/7, on call, to ensure sufficient staff to cover all aspects of service alongside Patient Access Supervisor.
• Works proactively with Patient Access Supervisor to adjust daily staff work assignments due to sick leave or increased patient volume.
• Monitors queues to make real-time adjustments as necessary.
• Assures that all computer systems and technology are consistently working properly. Coordinates the maintenance and repair activities as related to equipment and facilities.
• Escalates issues when needed. Identifies and communicates key issues and trends to Patient Access Supervisor. Assesses and communicates staff development needs to Patient Access Supervisor to support periodic individual evaluations of staff.
• Develops, coordinates, presents and participates in staff education and training programs including new system deployment and go-live support.
• Provides material and helps develop agendas for routine staff meetings. Maintains customer service objectives.
• Assumes delegated responsibilities in the absence of the Patient Access Supervisor.
• Assist Patient Access Supervisor/Manager with responsibilities that include interviewing, hiring, training, progressive discipline, dismissals, performance appraisals, and employee relations.
• Assist Patient Access Supervisor and Revenue Cycle Manager on the development and implementation of policies and procedures as needed to support functions.
• Performs other duties as assigned. On call 24/7, Responsible for staffing for all Patient Access Departments.
• Ensures staff has access to necessary policies, procedures, training and other resources necessary to complete their responsibilities, and that policies and procedures are updated as necessary.
• Acts as a training resource for new staff and a resource for coworkers, sharing process and workflow information.
• Evaluates procedures and suggests improvements to enhance customer service and operational efficiency. Participates in departmental quality improvement activities.
• Provides ideas and suggestions for process improvements within the department.
• Uses organizational and unit/department resources efficiently.
• Works with Patient Access Supervisor and Revenue Cycle Manager on enforcing Productivity and Quality standards; conducting regular audits of staff performance, with documented feedback; monitoring agent performance including service level, calls answered, contact quality, errors, attendance.
• All other duties assigned.

Knowledge, Skills, and Abilities:

• Ability to compile code and categorize, or verify information/data.
• Ability to determine appropriate course of action in more complex situation, excellent problem solving skills.
• Ability to work independently, exercise creativity, and maintain a positive attitude.
• Ability to manage multiple and simultaneous responsibilities and to prioritize scheduling of work.
• Ability to maintain confidentiality of all medical, financial, and legal information.
• Ability to complete work assignments accurately and in a timely manner.
• Ability to communicate effectively, with excellent verbal and written communication skills.
• Minimum of one to two years' experience in customer service or patient relations.
• Basic Computer Skills. Ability to type 40 wpm.
• Excellent Ability to multi-task. Customer Service Oriented.
• Strong organizational, time management, analytical, and problem solving skills.

Non-Essential Functions

• Perform other duties as assigned or requested.

Professional Requirements

• Adhere to dress code, appearance is neat and clean.
• Complete annual education requirements. Comply with all organizational policies and standards regarding ethical business practices.
• Maintain patient confidentiality at all times.
• Report to work on time and as scheduled.
• Wear identification while on duty.
• Maintain regulatory requirements, including all state, federal and local regulations.
• Represent the organization in a positive and professional manner at all times.
• Participate in performance improvement and continuous quality improvement activities.
• Attend regular staff meetings and in-services as needed.

Physical Requirements and Environmental Conditions

• May need to sit for up to 2-6 hours at a time
• Physically demanding, high-stress environment
• May be up walking on feet up to 8 hours per day
• Have near normal hearing - able to hear alarms/telephone/normal speaking voice/ webinars
• Have near normal vision - clarity of vision (both near and far) either corrected on non-corrected, ability to distinguish colors
• Have good manual dexterity and eye-hand-foot coordination
• Standing - continuously within the shift (67-100%)
• Walking - continuously within the shift (67-100%)
• Climbing - occasionally within the shift (1-33%)
• Bending/stooping - frequently within the shift (34-66%)
• Twist at the waist - occasionally with the shift (1-33%)
• Pushing/pulling - frequently within the shift (34-66%)
• Lift/carry - 20lbs with assistance - occasionally within the shift (1-33%)
• Reaching above the shoulders - frequently within the shift (34-67%)
• Lift/carry - 50lbs with assistance - occasionally within the shift (1-33%).

Stephens County Hospital is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, age, pregnancy, marital status, national origin, citizenship status, disability, military status, sexual orientation, genetic predisposition, carrier status or any other legally protected status.