Lead Patient Access Representative

SUMMARY:

The Lead Patient Access Representative reports to the Practice Manager. The Lead PAR works closely with other departmental PSRs to greet patients, perform registration check-in functions, answer phones, schedule patient appointments, obtain referrals and authorizations, process forms, and perform discharge processes with the spirit of delivering Brown Health Mission. Promote a positive team environment by recognizing individual achievements, encouraging teamwork, and providing guidance on how to improve skills and performance. Participate in quality improvement initiatives within the department; identify areas for process optimization and collaborate with the Practice Manger to implement best practice.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another.

Demonstrates understanding of Brown University Health's Mission, Vision and Values. Demonstrates understanding of job description, performance expectations, and competency assessment plan. Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adhering to our Customer Service Standards.

Complies with department and hospital policies and procedures. Reviews of policies and procedures

Reviews Employee Handbook. Completes mandatory safety management education.

Department-specific Job-specific

Participates in departmental and/or inter-departmental quality improvement activities.

Prepares staffing schedule and provides back up staff when needed for both Patient Access office staff. Schedules are assigned to staff to provide adequate coverage of department.

Reassigns personnel daily, to cover absences and other unexpected occurrences. Ensures appropriate coverage of all areas to ensure continuous workflow to support patient processing Assumes responsibility for the department in the Manager's absence.

Monitors and inspects all Patient Access equipment regularly to ensure it is maintained in a clean condition and in good repair. Recommends equipment repair as needed. Submits all work repair issues in the Facilities Work Request system in a timely manner and follows up to completion.

Assists staff with complex and sensitive work-related issues in dealing with patients, families, physicians, third party payers, financial counselors, and other department clinical staff. Communicates changes in regulations, policies and procedures prior to implementation, encouraging input and feedback.

Resolves daily issues for department staff. Informs manager of problems and potential problems related to staffing, coordination of work or other issues within the departments. Responsible for ordering and inventorying expendable office supplies. Orders

office and other supplies at own discretion according to knowledge of usage patterns and budgeted allowances.

Provides guidance to new employees regarding the department's clerical operations and policies and procedures. As well as hospital wide policies, procedures and applicable computer systems. Help maintain employee productivity reports, absence reports and competencies assisting Patient Access.

Monitor providers schedules for errors and availability

Assist manager with input into the development of budget planning.

Performs other duties as assigned.

EDUCATION:

Completion of two-year Medical Office Management/Medical Secretary program or equivalent experience in a physician's medical office practice.

EXPERIENCE:

Two years' experience in a physician's medical office practice. Proficient in English language and computer appointment scheduling skills. Familiarity with medical office procedures and medical terminology. Excellent

interpersonal and communication skills.

SUPERVISORY RESPONSIBILITY:

No direct reports

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

Work Type:

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Daily Hours:

Driving Required: