Patient Access Team Lead - North Charleston - MUSCP

Job Description Summary

Under the direct supervision of the Office Manager the Lead MOA oversees daily administrative operations in assigned area. Responsible for providing scheduling staff with direction with regard to daily operations. Works closely with Office Manager to ensure areas are staffed as necessary. Ensures the day-to-day scheduling functions are carried out in an efficient manner to expedite patient flow. Promotes teamwork, professionalism, communication and staff development.

Entity

University Medical Associates (UMA) Only Employees and Financials

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC001998 UMA AMB OBGYN Women's Health North CC

Pay Rate Type

Hourly

Pay Grade

Health-24

Scheduled Weekly Hours

40

Work Shift

Job Description

Entity/Organization: MUSC Physicians (MUSCP)

Hours per week: 40

Scheduled Work Hours/Shift: Monday - Friday

Pay Basis/FLSA: Hourly/Non-Exempt

Job Summary/Purpose : Under the direct supervision of the Office Manager the Lead MOA/Scheduler oversees daily administrative operations in assigned area. Responsible for providing scheduling staff with direction with regard to daily operations. Works closely with Office Manager to ensure areas are staffed as necessary. Ensures the day-to-day scheduling functions are carried out in an efficient manner to expedite patient flow. Promotes teamwork, professionalism, communication and staff development.

Required Minimum Training and Education: Knowledge, skills, and experience: High school diploma and two to three years of administrative experience or Associate's degree and one to two years medical experience or a Bachelor's degree and one year related experience; previous healthcare experience preferred. Typing speed of 25CWPM and computer experience required. IDX, Medical Terminology, and knowledge of insurance preferred. Consistently demonstrates excellent communication and interpersonal skills, professional demeanor, and guest relation

Required Licensure, Certifications, Registrations:

Job Duties and Responsibilities:

Supervises the daily operations of registration and scheduling functions and staff. Coordinates float pool and leave requests with Office Coordinator. Ensures maximum utilization of staffing resources by promoting teamwork among floors. Develops and maintains close working relationships with physicians, clinic staff and clerical staff. Acts as a liaison to referring physician by providing timely, accurate and consistent information. Identifies, analyzes and develops solutions to routine system problems. Acts as the “customer service champion” on the floor and takes advantage of every opportunity to improve their individual customer services skills, as well as those in their immediate work area.

Works collaboratively with Office Manager and other Management to ensure floor operations are compliant with UMA policies and procedures. This includes, but is not limited to; customer service, POS collections, Epic workflows and patient processing procedures and MUSCP/Ambulatory Care timekeeping procedures.

Demonstrates the highest level of professionalism and leadership for those in their work environment. Possesses the ability to assist in difficult situations with customers and coworkers.

Ensures that patient data is accurate in all information systems. Abides by Clinic Business Operations Policies and Procedures. Obtains and verifies appropriate insurance information and patient demographics including copies of insurance and identification cards. Verifies and arrives pre-registered patients at the point-of-service and accurately generates and labels all appropriate paperwork. Keeps up-to-date on insurance and necessary changes affecting all information systems.

Performs daily reconciliation process of facility and professional tickets, arrived visits, cash/payment collections, and billing provider on professional ticket and in Epic.

Schedules appointments in automated scheduling system per protocol. Schedules consults and tests for patients. Coordinates most convenient appointment date and time with referring physician and/or patient. Ensures patient receives appointment information. Ensures that all Epic Scheduling System procedures are followed. This includes, but is not limited to, referral and pre-authorizations, updating demographic & insurance information, using comments appropriately, entering referral information into the referral module, etc.

Collects and appropriately documents all payments according to MUSCP Administrative Services Policies and Procedures for patient collections. Maintains a good working relationship with financial counselors and directs patients to financial services when necessary. Actively participates in the referral authorization and pre-certification process, including appropriately documenting information in IDX. Utilizes appointment manager and Epic pending/arrived report to accurately reconcile daily patient visits and collections. Completes reconciliation process daily for facility tickets, arrived visits, cash/payment collections, and physician charge tickets and billing provider on ticket and in Epic.

Professionally answers telephone and relays messages in an accurate, timely manner. Appropriately screen and handle the call or refer to the appropriate person. Provides chart, lab results, etc. as needed for the clinical staff to return calls. Answers patient questions and solves problems concerning policies and procedures not related to direct medical care. Abides by the MUSCP/Ambulatory Care telephone standards. Demonstrates knowledge and skills required to provide care and/or service appropriate to the age and level of development of patients, with consideration of the needs of patients and their families. Monitors patient flow. Monitors waiting room for current magazines, appropriate patient material, overall cleanliness and appearance and timely posting of patient information.

Physical Requirements: Continuous requirements are to perform job functions while standing, walking and sitting. Ability to bend at the waist, kneel, climb stairs, reach in all directions, fully use both hands and legs, possess good finger dexterity, perform repetitive motions with hands/wrists/elbows and shoulders, reach in all directions. Maintain 20/40 vision corrected, see and recognize objects close at hand and at a distance, work in a latex safe environment and work indoors. Frequently lift and/or carry objects weighing 20 lbs (+/-) unassisted. Lift from 36” to overhead 15 lbs. Infrequently work in dusty areas and confined/cramped spaces.

Additional Job Description

Bachelor degree and one year relevant work experience in customer service business environment or healthcare (patient registration, admitting, and/or scheduling; or a high school diploma or equivalent (GED) and three years relevant work experience in customer service or healthcare (patient registration, admitting, and/or scheduling) required; Experience with Windows, Excel, Access and Intranet/Internet navigation tools as well as system contact required. Experience with, or knowledge of Medical Terminology a plus. The successful candidate must be able to prioritize and coordinate multiple tasks in a busy environment; demonstrate strong verbal, written, and problem solving skills; possess the ability to work in a self-directed manner while interacting with customers, physicians and departmental partners. Familiarity with MUSC Health and its entities required. A high level of customer service skills and the ability to clearly articulate via phone with providers, patients and customers is essential. Typing speed of 25cwpm and computer experience required. Patient Access Certification preferred. Position may require the ability to work weekends and staggered shifts.

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Empl