Patient Access Rep Lead

In 2020, united in a fierce commitment to deliver the highest quality care and exceptional patient experience, Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly 300 sites of care, including 11 hospitals and nearly 5,000 physicians and providers. Together, we are empowered to make an even greater impact on the health and well-being of our communities.      

CHI Franciscan and Virginia Mason are now united to build the future of patient-centered care across the Pacific Northwest. That means a seamlessly connected system offering quality care close to home. From basic health needs to the most complex, highly specialized care, our patients can count on us to meet their needs with convenient access to the region’s most prestigious experts and innovative treatments and technologies.  

Franciscan Medical Group, as part of Virginia Mason Franciscan Health, is currently looking for a full-time Patient Access Rep for the fast-paced Franciscan OB Clinic in Burie, WA. Supportive team with excellent growth opportunities. Free parking and no nights, weekends or organizationally recognized holidays required. 

Job Summary
An incumbent performs much the same work as the Patient Access Representative II, participating in the day-to-day operations of the work unit, with “lead” work comprising a large portion of the overall job. A Lead is engaged primarily in 1) serving as the point-person for staff as relates to patient access activities, and 2) for monitoring work for adherence to established policies/standards.
The work requires knowledge of the policies, procedures and equipment applicable to the work unit at appointment.

Lead Essential Job Duties:   

• Provides orientation and/or on-the-job training to new or lower-level patient access staff regarding regionally-approved guidelines and procedures.
• Monitors individual performance to ensure that accuracy and productivity standards are being met in a satisfactory manner and completes performance feedback process; provides input into formal employee performance evaluations; participates in evaluating and selecting continuing educational opportunities for staff.
• Participates in the development and updating policies and procedures; explains new and/or revised procedures, forms or other tools to staff.
• Receives and resolves patient access related issues. 
• Performs day to day workload distribution activities to ensure staff has appropriate work load.

NOTE:  If assigned to Specialty Patient Access Rep II Lead (VM OB Hospital), Lead Job Duties are:

• Responsible for problem-solving in the absence of management
• Develops/coordinates monthly staff schedule; troubleshoots staff resources with changes in work volumes on a day-to-day basis; assigns work as appropriate.
• Makes leadership aware of potential challenges and unforeseen circumstances.
• Assists with difficult patient/customers; addresses service recovery opportunities.
• Ensures actions are appropriate to support the continued success of the VMFH OB partnership

Qualifications:

A minimum of one year of work experience as a Patient Access Representative II (or equivalent), or any combination of experience or education that would demonstrate the capability to meet the requirements of the position. Previous “lead” or supervisory experience is desirable.
Considerable knowledge of the policies, standards, procedures, processes and tools applicable to the work unit and the function.
Knowledge of process improvement practices.
Ability to assess situations, review findings and choose an appropriate course of action.