Part-time, 24 hours/week
Days, Monday - Friday & Every other weekend and holiday
Onsite Akron, OH - Emergency Department

Summary:

The Team Lead Patient Access is responsible for coordinating the daily operations and workload distribution within the Patient Access department. Under the guidance of the Supervisor, this role includes mentoring team members, ensuring workflow compliance, and maintaining data accuracy and timeliness. The Team Lead provides staffing coverage as needed and supports smooth patient flow and communication across departments.

Responsibilities:

1. Ensure adherence to Patient Access workflows, including timely and accurate registration, insurance verification, estimate generation, patient communication, and payment collection. 
   
2. Provide operational support across multiple areas including Emergency Departments (EDs), Outpatient, Urgent Care andAdmitting, performing virtual or in-person Registrations and Notifications of Admission as needed.
   
3. Manage staff assignments and shift coverage to maintain efficient patient flow across registration areas. Coordinate coverage for call-offs and adjust staffing levels in accordance with patient volume and standard guidelines for both ED and Admitting departments.
4. Monitor the track board to ensure timely registration, proper team assignments, accurate documentation, and payment collection.
5. Schedule patient appointments and verify medical orders in alignment with departmental protocols.
6. Monitor volumes in Patient Access work queues (i.e. Patient, Estimate, Claim Edit, DNB), assign tasks, and support staff productivity as needed.
7. Coordinate effectively with team members and clinical counterparts using tools such as Epic Secure Chat and other communication platforms.
8. Perform quality audits and shadow staff using standard templates and provide feedback to the Supervisor on a weekly basis.
9. Identify and communicate opportunities for workflow enhancement based on audit findings and team feedback. Participate in process enhancement projects as a Subject Matter Expert (SME).
10. Participate in candidate interviews, assist with new hire onboarding and training, and mentor new and existing staff on Patient Access workflows and updates.
11. Address and resolve patient concerns promptly, escalating issues to the Supervisor when necessary.
12. Contribute to denial review, system downtime support, project participation, maintenance of equipment and supplies, provide on-call coverage as required and other duties as assigned.
    
13. Other duties as required.

Other information:

Technical Expertise

1. Excellent verbal and written communication skills to interact effectively with patients, staff, and healthcare providers.
2. Strong ability to manage multiple tasks, prioritize workload, and ensure efficient operations.
3. Ability to address and resolve issues that arise in patient access processes.
4. Ensure accuracy in patient information and registration processes.
5. Provide a supportive and understanding environment for patients.
6. Ability to work collaboratively with other healthcare professionals and lead a team effectively.
7. Demonstrates self-direction to prioritize and accomplish job responsibilities. 
8. Maintains confidentiality related to patients and families.
9. Experience with Epic -preferred.
10. Medical terminology knowledge or certified coursework preferred.
11. Proven customer service experience in patient or client-facing roles
12. Completion of medical terminology course preferred.
13. Knowledge of ICD-CM or CPT codes preferred.
    
14. Proficient in Microsoft Office Suite (Outlook, Word, Excel)
15. Trained and actively able to cover all four departments: MV ED, MV Outpatient, AK ED, & Admitting

Education and Experience

1. Education: High school diploma or equivalent is required. 
2. Certification: Certified Healthcare Access Associate (CHAA), Certified Revenue Cycle Representative (CRCR), and Certification in revenue cycle-related areas (e.g., Certified Coder, Medical Assistant) preferred.
3. Years of relevant experience: Minimum of 3 years' experience required; experience working in the medical field in registration, insurance verification/pre-certification, patient accounts, billing, and/or customer service department(s) in service industries preferred. Team Lead experience in hospitality, entertainment, retail, or similar service industries preferred.
4. Certifications may offset 1 year of required experience if combined with at least 1 year of relevant medical experience. 2 years as a Patient Access Lead at ACH preferred.
5. Years of experience supervising: None.

Part Time

FTE: 0.600000

Status: Onsite

About Akron Children's

More Than a Job. It’s loving what you do - and why you do it. Akron Children’s Hospital is ranked among the best pediatric hospitals by U.S. News & World Report, but it’s our compassionate approach to treatment that sets us apart. It’s creating special high-fives. Thinking of new ways to spark a smile. Holding hands to offer comfort. And working to get a giggle that brightens a room. The minute you walk into Akron Children’s, you can sense that people here love what they do. From visits with the Doggie Brigade, to the balloons and smiles in the halls, the sights and sounds are all about one thing: the children. We are the largest pediatric healthcare system in Northern Ohio and one of the fastest growing in the country. Akron Children’s has two hospital campuses in Northeast Ohio: one in Akron and the other in Boardman in the Mahoning Valley. With two hospital campuses, regional health centers and more than 50 primary and specialty care locations throughout Ohio, we’re making it easier for today’s busy families - regardless of where they live - to find the high-quality care they need. No matter which of our locations you choose, you’ll see that when you give the most, you get more—...support, rewards and satisfaction. CAREER OPPORTUNITIES: It’s making the most of your days. Our passion is felt every day in the way people care at every level. Whether you are working with children face-to-face, or behind the scenes supporting the care and services we deliver, you impact futures. Visit us and see why it’s more than just a place to work. It’s a family. Apply today at careers.akronchildrens.org.

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