Patient Access Representative Lead

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Rotating - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview
The Patient Access Services job is responsible for completing patient admissions/registration functions. Identifies patients' insurance coverage or existing financial resources to pay for medical care and services. Handles routine and complex customer service inquiries and concerns with immediate escalation to a manager as necessary.

Processes necessary admission/registration paperwork and obtains necessary documents for billing and compliance requirements. The PAR Lead position is intended as an expert-level position for individuals with a diverse background and is a subject matter expert in patient admitting/registration. This position requires an advanced working knowledge of reimbursement requirements of healthcare payers to include understanding in: insurance benefits, worker's compensation, commercial/government payors. It is expected that individuals in this level will sustain the necessary job skills, leadership skills, knowledge, and other qualifications through on-the-job and/or formal training to adhere to the requirements of the Lead Patient Access Services Representative role.

What you will do
  • Assures secure handling and accurate recording of payments collected at the point-of-service delivery.
  • Applies customer service and health care coverage experience to assist a broad range of clients, patients and families as it relates to admitting/registration activities.
  • Role models and upholds PAS standards at all times and provides constructive feedback to peers as necessary.
  • In addition to handling routine/simple patient escalations and perform service recovery, a lead assists with complex patient admitting/registration, service escalations.
  • Ability to troubleshoot/escalate complex registration workflows.
  • Expert in all Patient Access Services registration workflows.
  • Leads projects of moderate/advanced scope.
  • Leads team meetings, and mentors' peers of all levels.
  • Acts as a liaison between leadership and staff as necessary.
  • Full understanding and ability to speak to departmental goals/metrics, key performance indicators, and other strategic initiatives.
  • Draft and reports key performance indicators and other PAS metrics.
  • Assists the department with system testing for validation of end user functionality of various applications.
  • Performs quality reviews and can provide feedback to staff and manager as appropriate.
  • Provide assistance with reviewing the monthly staffing schedule.
  • Provides assistance with day to day operation coverage needs. Flexibility with covering any areas of operation as necessary.
  • A role model of patient centric care.
  • Takes an active, lead role in Patient Access Services initiatives related to; employee engagement, patient centric customer service, information technology enhancements, and revenue cycle functions.
  • The specific job duties will be comprised of a combination of responsibilities from among the various areas of PAS operations including:
  • On-site, Off-site, Financial Counseling and Emergency Department Registration.
  • Consistently demonstrates leadership qualities throughout their career within PAS.
  • Demonstrates trustworthiness, accountability and sound decision making.
  • Coordinates patient care with multiple clinical partners within and outside of Stanford Healthcare.
  • Greets patients and begins the registration process. Maintains professional communication with various PAS staff, medical center staff, physicians, guests, and patients regarding the admitting/registration services rendered at Stanford Medical Center. Communication may consist of telephone correspondence, email, or in person contact.
  • Meets weekly individual productivity and key performance indicators and standards while following planned priorities as set by the department leadership team.
  • Provides excellent customer service to all individuals with whom the employee has contact.
  • The specific job duties will be comprised of a combination of responsibilities for all areas of Patient Access Service operations.

Education Qualifications
  • High school diploma or GED equivalent.

Experience Qualifications
  • Five (5) years of progressively responsible and directly related work experience.

Required Knowledge, Skills and Abilities
  • Language:
  • Bilingual preferred (English and Spanish).
  • Technology & Applications:
  • Demonstrates proficiency as applicable with Epic, insurance websites, POS payment systems, web-based screening tools.
  • Knowledge and understanding of Microsoft applications (Word, Excel, PowerPoint).
  • Industry Knowledge:
  • Strong knowledge of medical terminology, eligibility and enrollment requirements for Medicare, Medi-Cal, Workers' Comp, Managed Care (HMO, PPO, POS, etc.), Children's Health Programs (CCS, GHPP, Healthy Families, etc.).
  • Skills/Abilities:
  • Experience resolving patient registration issues.
  • Prior experience speaking and writing effectively to patients and staff at all levels of the organization.
  • Must be able to function in a dynamic environment with excellent critical thinking skills and possess the ability to appropriately handle complexity and stress within the changing needs of the patients, families and the health system.
  • Ability to multi-task with attention to detail.
  • Ability to complete work efficiently and problem solve independently.
  • Ability to work well in a team environment.

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family's perspective:

  • Know Me: Anticipate my needs and status to deliver effective care
  • Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
  • Coordinate for Me: Own the complexity of my care through coordination


Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.