2nd Shift Emergency Department Workleader

Job Description

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as the No. 4 hospital in the nation, according to the U.S. and World News Report. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

When working as a Patient Access Workleader, you will be able to experience the healthcare field both inside and outside of clinical positions at Cleveland Clinic’s Twinsburg Family Health & Surgery Center. During your 8 hour shift, you will be staffing and completing registration. Your primary duties will include:
- Recommending and executing complex policies and procedures in conjunction with the supervisor.
- Ensuring timely and accurate patient registrations.
- Providing general oversight and direction to staff to ensure daily operational support.
- Rotating to different areas, locations, and/or hospitals based on staffing needs, if needed.

The ideal candidate is someone who:
- Has excellent customer service, communication and multi-tasking skills.
- Excels in a fast-paced environment.
- Easily adapts to change.
- Is compassionate, professional and helpful.

While working in a team-oriented and supportive environment, you will have plenty of opportunities for professional development that will enhance your skills and advance your career.

Cleveland Clinic provides what matters most: career growth, delivering world-class care to our patients, continuous learning, exceptional benefits and working for an organization that offers many long-term career paths. Join us and experience a culture where opportunities to advance and the support to get there go hand-in-hand.

Responsibilities:

Identifies and utilizes appropriate reports to contact insurance payers for resolution of accounts with registration issues with a minimal need to escalate issues internally.
Assists with and resolves patient inquires or complaints.
Recommends and provides input to execute Patient Access programs in accordance with changes in insurance regulations and data obtained from various departments and physician in regards to issues including registration.
Assists the site manager /supervisor with the daily operational activities of patient access.
Rotates in the on call coverage as well as covers call offs within the department.
Participates on committees in an engaging manner as a subject matter expert on processes within the department.
Cross trained to independently staff all areas of Patient Access at any facility, including but not limited to Front Desk, Admitting Office, ER registration and Cashier.
Recommends and facilitates exceptional Patients First communication for each patient encounter during their registration.
Identifies patient registration issues and resolves or initiates necessary follow up.
Implements service recovery efforts as appropriate.
Responsible for staff training, involved in performance evaluations by means of feedback and completes special projects and assignments which would not be given to front line staff.
In addition responsible for operational tasks which include staff schedules, working reports, performing compliance and denial audits, working reports, handling call offs, allocating work/resources and time and attendance entries.
Assists in the development and implementation of new processes.
Functions as a Super User.
Assists in the completion of departmental audits, reports, and QA.
Handles coaching based on compliance metrics and also oversees cashiering duties as necessary.
Provided registration and cash collection access in Epic.
Other duties as assigned.

Education:

High school diploma or equivalent.

Certifications:

None required.

Complexity of Work:

Basic PC software application knowledge and ability to use multiple data systems required.
Demonstrated knowledge of medical terminology sufficient to understand physician orders or completion of course within 1 year.
Must be detail oriented. Excellent communication, organizational and interpersonal skills required.
Must be able to multi-task and maintain composure in difficult situations in a fast paced environment.
Demonstrates a positive and professional approach and communicates effectively with customers and team members.

Work Experience:

Minimum of 4 years of experience in a customer facing role with in person or phone contact; or previous work leader experience with demonstrated competence in personnel management.
An Associates degree may substitute for up to one year of the stated experience.
A Bachelors degree my substitute for up to two years of the stated experience.

Physical Requirements:

Ability to communicate and exchange accurate information.
Ability to perform work in a stationary position for extended periods.
Ability to work with physical records or operate a computer or other office equipment.
In some locations, ability to travel throughout the hospital system.
In some locations ability to move up to 25 lbs.

Personal Protective Equipment:

Follows Standard Precautions using personal protective equipment as required.