The team leader is responsible for the guidance and coordination of needs of their respective area. The team leader will act in the absence of a supervisor/manager in various capacities. The team leader will help with assignment of duties for staff for a given shift. They will assist with calling in staff when volumes demand extra help. When needed, the team leader will also take the lead in organizing staff from their area to assist with any sudden increases or spikes in patient volumes.

Education:

·         High School Diploma required.

·         Associates or higher degree preferred.

Licensure/Certification/Registry:

·         Certified Healthcare Access Associate (CHAA) or Certified Healthcare Access Manager (CHAM) certification preferred, not required.

Experience:

·         Minimum of two years previous experience as a Patient Access Associate/Specialist or related healthcare payor, collections or clinical office experience required.

·         Minimum of 1 year experience within the Patient Access department or previous supervisory experience required.

Other Knowledge/Skills/Abilities:

·         Possess a high degree of organization and ability to prioritize immediate needs of area.

·         Possess excellent customer service and human relation skills with the ability to work with a diverse group of staff and ensure proper and timely patient care.

·         Demonstrate excellent oral and written communication, problem-solving, training, interpersonal, and planning skills.

·         Self-directed and highly motivated to perform functions without direct supervision.

·         Possess a working knowledge of word processing, spreadsheet, data base, presentation, and project computer application software.

·         Experience with Microsoft Office products (Word, Excel, Access, Power Point, Publisher and Project) is strongly preferred.  

• Provide support, leadership, and guidance for staff working in their department on their designated shift.

• Work with the manager of PAS to ensure proper staffing of the area. Assist in coordinating staffing for open shifts as directed.

• Work with staff in PAS in order to coordinate timely patient flow and services.

• Develop a strong technical knowledge of all clerical aspects of PAS in order to help facilitate any problems or opportunities for improvement within the department.
• Coordinate implementation of quality improvement initiatives in the department in order to better serve the patients and the volumes fluctuations throughout the day.

• Monitor the patient volumes and flow throughout the day – adjust staffing as needed without the direction of the manager.

• Contribute to the positive customer relations and work to address any issues that arise when patients are present in order to maintain the positive experience.

• Responsible for providing training and education to those new hires on the various areas/aspects of the department and help orientate them to the area after they have been through the training for PAS.

• Maintain current knowledge of department policies, procedures, goals and employee progress.

• Coordinate educational needs within the department.

• Take part in ongoing leadership development opportunities to further develop skills to assist with the department needs.

• Work closely with Supervisors/Coordinators/Managers ensuring Great Patient Experience.

• Recognize the need for communication with other department managers, supervisors, etc. and PAS management as needed for patient flow, expectations, and exceeding customer needs.

• Assists in the performance appraisal process of PAS staff by providing input to Manager on individual performance.

• Assist with completing payroll tasks when manager is not available.

• May participate in an on-call rotation.

• Perform all tasks associated with the PAS department. This includes scheduling, pre-registering, and registering patients of ALMH, performing financial collections for all patients, verifying insurance, interviewing incoming patients/entering information into all appropriate software, and completing patient placement duties.

• Performs other related work as required or requested.