Lead Patient Access Rep

Assist and educate patients, providers, medical office staff, and/or Health system staff with accessing services, facilitating and resolving problems, understanding navigation questions. Consistently create an exceptional experience with each contact, via inbound and outbound calls, online chat, email, etc. Adheres to established procedure and quality guidelines in support of Patient Access Services Center performance indicators, as well as Corporate values and codes of excellence.

• Demonstrates high competency in responding to service inquiries from patients, providers within departmental, standard work guidelines. Professional and pleasant interactions are ongoing expectations.

• Able to perform in all disciplines within the respective service line and remains up to date on standard work changes industry, industry standards, policy changes and operational improvements. Demonstrated ability to perform all duties of the associate and intermediate levels

• Consistently meets standards of the On-Track performance and averaging consistently high QA audit scores. Fluently communicates with all levels of leadership, manage up and lead laterally.

• Maintains /updates knowledge of changes in standard work and guidelines and provides input. Effectively manage to daily improvement and advance knowledge of the operations. Co-facilitate process improvement events and exercises.

• Support patient escalation transaction incidents for de- escalation and service recover.

• Acts as an expert resource for team members through "in the moment" guidance (SME Line) and reinforcement of standard work guidelines and disciplines with new employees within the "at the elbow" presence (preceptor).

• Identifying and re-assigning resource support schedule (Senior team) in response to changing service line needs. Acts as a point person for the team when supervisor is off site (potentially attending meeting for representation, MDI official, iHub representative, staffing assignments and project/incident assignments. Ability to manage projects following an methodical approach.

• Acts as a point person for the team when supervisor is off site (potentially attending meeting for representation, MDI official, iHub representative, staffing assignments and project/incident assignments). Reviews SME log for trends & identify plan to address trends with supervisor.

• May be trained and then assigned to perform core scheduling duties for other service lines to meet fluctuating business demands.

• Actively participates in safety initiatives and risk mitigating measures where appropriate and completes all position and unit safety related competencies and requirements on a timely basis.

• Performs other duties as assigned.

Required

• High School Diploma or equivalent

• 5 years of relevant experience

• 1 year of relevant experience in revenue cycle in a senior role

• 2 years of relevant experience in customer-facing service on phone or face-to-face, focus on positive customer outcomes; customer service and/or managed health care

• Excellent written, verbal communication, and interpersonal skills. Time management and organizational skills. Self directed. Ability to make quality, independent decisions.

• Analytical and strong problem-solving skills. Ability to work effectively and efficiently under tight deadlines, high volumes and multiple interruptions. Ability to maintain the strictest levels of confidentiality. Competency in the use of a variety of computer hardware and software systems.

Preferred

• Associates degree

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.

• On-demand pay program powered by Payactiv

• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

• Optional identity theft protection, home and auto insurance, pet insurance

• Traditional and Roth retirement options with service contribution and match savings

• Eligibility for benefits is determined by employment type and status

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CURRENT COREWELL HEALTH TEAM MEMBERS - Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.