Patient Access Lead

Team Leader Responsibilities

Responsibilities may include opening/closing duties for the department while providing leadership direction.

Receives questions or calls from scheduling agents and provides timely support for the agents and patients.

Motivate and encourage agents through positive communication and immediate feedback.

Monitor phone queues on a regular basis to ensure that the workloads are distributed evenly and to coach agents to improve performance.

Assist the supervisor to ensure the department goals are being met specific to occupancy percentages, call wait times, abandonment rates, etc.

Assist supervisors in researching, special assignments and resolving scheduling discrepancies in a timely manner.

Attends department meetings as assigned. (Saturday meetings may be required)

Other duties as assigned by Senior Management.

Medical Office Scheduler Responsibilities

Utilizes templates, scheduling assistants, and referral systems to schedule patient appointments.

Obtain patient demographic information; update and confirms necessary information to allow processing of claims to insurance plans.

Utilizes appropriate systems to page providers that are on call.

Successfully processes referrals through the referral system, contacts patients to schedule appointments, and imports referrals/documents to patient’s chart.

Answer and resolve all incoming calls and requests in a timely, accurate manner. Communicate with the leadership about potential patient concerns.

The Patient Access Lead Supports call center representatives to ensure optimum performance and patient care. Assists the Supervisor with process review, creating and maintaining materials to assist with scheduling, paging, and referral systems. Aids the scheduling team by being available on the Help Line to answer escalated questions and calls. The Lead Patient Access Lead may assume some supervisory responsibilities in the Supervisor’s absence.

Healthcare Outcomes Performance Company is a vertically integrated musculoskeletal outcomes management company. HOPCo manages physician practices, hospital service lines, population health and value-based care programs, and musculoskeletal delivery networks.

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