The Lead Patient Representative acts as the subject matter expert for registration duties and assists the manager with leadership responsibilities. In addition, the Lead Patient Representative assists with special projects, registration quality assurance auditing and reporting and other duties and tasks assigned.
ESSENTIAL JOB FUNCTIONS:A
Acts as charge person in manager absence for sick calls, patient complaints, and employee errors.
Completes scheduling for Patient Representatives, conducts daily morning huddles and assists with monthly meeting agenda.
Runs metric reports weekly and monthly to assist leadership monitor non-clinical team productivity and performance.
Helps Educator to train and mentor new staff once core training has been completed, including in the moment accountability conversation for non-compliance with representative expectations.
Assists Management with special projects such as the development of policies and procedures for patient information, office management, patient flow, patient registration and patient check-in processes. Performs process quality assurance and process improvement activities.
Monitors Howard Head Sports Medicine Phone tree dashboard and follow-throughs with appropriate actions to maintain maximum productivity for phone calls.
Actively participates as a collaborative member of the department team by communicating constructively, identifying non-clinical and interdepartmental problems, and resolving conflicts appropriately.
Delivers excellent customer service, obtains demographic, insurance and financial information from patient or guarantor, collects patient liability and carries out all departmental policies and procedures.
Demonstrates professional conduct and appearance and is accountable for actions and outcomes. Has the ability to give and receive peer review and feedback and incorporates this into his or her work.
Must be able to work in other Howard Head locations.
Role models the principles of a Just Culture and Vail Health Values.
Performs other duties as assigned. Must be HIPAA compliant.
This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.
MINIMUM QUALIFICATIONS:A
Experience:
2 years of previous experience in healthcare, patient access, customer service required.
Previous experience with management/ supervision preferred.
Previous experience with Cerner and Therapy Source preferred.
License(s):
N / A
Certification(s):
N / A
Computer / Typing:
Must possess, or be able to obtain within 90 days, the computer skills necessary to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.
Must have working knowledge of the English language, including reading, writing, and speaking English.
Education:
Bacheloras degree preferred.
Qualifications:
Must demonstrate superior patient relations and interpersonal skills; demonstrates an appropriate level of mental and emotional tolerance and even temperament when dealing with staff, patients and general public, using tact, sensitivity and sound judgement; promotes a positive work environment and contributes to the overall team efforts of the department and organization.
Vail Health, formerly Vail Valley Medical Center, is a nonprofit community health care system serving patients and guests from around the world. Locally operated and governed by a volunteer board of directors, Vail Health includes a 56-bed hospital, accredited by the Joint Commission. Our 24/7 emergency department in Vail is a Level III Trauma Center with a nearby helipad for necessary medical transports. Vail Health provides a wide array of services and access points including Beaver Creek Medical Center, urgent care clinics in Avon and Gypsum, our Edwards medical campus, Eagle Healthcare Center and a multispecialty clinic in Frisco. Howard Head Sports Medicine offers physical therapy services at 10 locations and works closely with our internationally renowned orthopaedic partners at The Steadman Clinic and Vail-Summit Orthopaedics. In addition, Vail Health's Shaw Cancer Center and Sonnenalp Breast Center are the region’s only fully accredited cancer treatment center and comprehensive breast center. The Vail Clinic, which was founded in 1965, officially became “Vail Valley Medical Center” in 1980, its first year as a full-service hospital. At that time, we had one primary locatio...n and 25 physicians. Today, Vail Health has locations in nine towns, nearly 1,000 employees, 260 physician partners and 85 volunteers. Vail Health is an equal-opportunity employer. The hospital is handicap accessible and adheres to the Americans with Disabilities Act. Smoking is prohibited in our facilities. This includes e-cigarettes.
