Job Information
Carle Foundation Hospital Patient Services Lead - Primary Care Hurst in Urbana, Illinois
Patient Services Lead - Primary Care Hurst
Department: Mattoon Primary Care Hurst1037
Entity: Champaign-Urbana Service Area
Job Category: Clerical/Admin
Employment Type: Full - Time
Job ID: 41622
Experience Required: None
Education Required: Associates Degree
Shift: Day
Location: Mattoon, IL
Usual Schedule: 4 to 5 days a week
On Call Requirements: no
Work Location: Carle Mattoon on Hurst
Weekend Requirements: no
Holiday Requirements: no
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Position Summary:
The Patient Services Lead assists in the coordination of staffing and activities of all Mattoon/Tuscola/Effingham. The lead provides leadership and technical expertise in all aspects of service. They perform staffing coverage as needed. The lead is responsible for helping to maintain a positive work environment and fostering teamwork at all times. The lead will participate in onboarding and training new employees. Assists the manager with changing registration processes to improve patient satisfaction. Provides continuous feedback to staff to reduce error and enhance workflow processes. Participates and coordinates staff training needs including new employee job training. Works with clinical leadership to ensure provider schedules are efficient and free of scheduling issues. Enhance point of service collections to ensure financial stewardship. Monitors all WQ for completion and timeliness. May assist manager/supervisor with timekeeping, coaching and performance evaluations, as needed.
Qualifications:
EDUCATIONAL REQUIREMENTS Associate's Degree in Related Field or Certified Healthcare Access Associate (CHAA) certification through NAHAM or CERTIFICATION & LICENSURE REQUIREMENTS Certified Healthcare Access Associate (CHAA) Or Associate's Degree related field upon hire. EXPERIENCE REQUIREMENTS Two (2) years General - Customer Service ADDITIONAL REQUIREMENTS
Successful completion of medical terminology. Completion of Foundations of Leadership/Leadership HR series.
SKILLS AND KNOWLEDGE Leadership and Organizational skills Possess ability to communicate effectively and work corroboratively with others and to promote good interpersonal relationships for all staff in unit. Ability to motivate, accept and institute changes Ability to confront, resolve and remain tactful in addressing complaints
Essential Functions:
Perform essential job functions of Patient Service Representative I, II and III, Ortho internal Contact Center, Surgical Scheduling & Prior Authorization Specialist
Assists in coordination of staffing and activities, including schedule planning, templating and coverage.
Assists leadership with orientation and training of new and existing coding staff
Acts as a role model and supports management initiatives for the department. Assumes leadership role in the absence of Supervisor/Manager.
Resolves work related issues or assists employees in solving work related issues.
Resolves Customer concerns, questions, and complaints by identifying problems and coordinating appropriate corrective action. Reports situation and resolution to supervisor.
Addresses customer service concerns with positive attitude and positive closure for the customer.
Ensures staff members are adequately trained and are competent to perform all required job tasks, including work ques.
Establishes daily work and desk assignments to ensure adequate staffing coverage and good customer service.
Establishes standards for reducing registration errors. Reviews with staff on a regular basis registration errors and initiates necessary training to reduce errors.
Assists in training new Patient Services Representative staff and serves as a role model by conducting self in a responsible, professional manner.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: human.resources@carle.com.
Effective September 20, 2021, the COVID 19 vaccine is required for all new Carle Health team members. Requests for medical or religious exemption will be permitted.