Patient Access Workleader

Join Cleveland Clinic's Main Campus where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Cleveland Clinic is recognized as one of the top hospitals in the nation. 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.

As a Patient Access Workleader, you will function as the department lead within outpatient registration and the Emergency Department. Some of your daily responsibilities will include managing and correcting registration escalation issues, creating ED Zone schedules, coaching and training new caregivers, and performing patient registration functions. Helping to ensure the correct registration tasks are completed minimizes the need to perform service recovery and supports the team who interfaces with patients. This opportunity is a steppingstone into supervisory roles and could lead into other related avenues like auditing and revenue cycle.

A caregiver in this position works 11: 00pm to 7:30am with rotating weekends every other week and rotating holidays. On-call is also required. This position will be stationed at the Emergency Department at CC Main Campus.

A caregiver who excels in this role will:

• Recommend and execute complex policies and procedures with the supervisor to ensure timely and accurate patient registration resolution.

• Provide general oversight and direction for caregivers to ensure daily operational support.

• Rotate to different locations/hospitals based on staffing needs.

• Identify and utilize appropriate reports to contact insurance payers for resolution of accounts with registration issues with a minimal need to escalate issues internally.

• Assist with and resolve patient inquiries or complaints.

• Recommend and provide input to execute Patient Access programs according to changes in insurance regulations and data obtained from various departments and physicians regarding issues including registration.

• Rotate in the on-call coverage and covers call-offs within the department.

• Independently staff all patient access areas at any facility, including front desk, admitting office, ER registration and cashier.

• Train caregivers and conduct performance evaluations.

• Complete operational tasks, including staff schedules, working reports, performing compliance and denial audits, working reports, handling call offs, allocating work/resources and time and attendance entries.

Minimum qualifications for the ideal future caregiver include:

• High school diploma or GED

• Four 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 associate’s degree may substitute one year of experience and a bachelor’s degree may substitute two years of experience

• Basic PC software application knowledge and the ability to use multiple data systems

• Demonstrated knowledge of medical terminology sufficient to understand physician orders or complete a course within one year

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.

Pay Range

Minimum hourly: $17.25

Maximum hourly: $26.31

The pay range displayed on this job posting reflects the anticipated range for new hires. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set and education. The pay range displayed does not include any applicable pay practices (e.g., shift differentials, overtime, etc.). The pay range does not include the value of Cleveland Clinic’s benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.).