Team Lead, Patient Access Services

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 333-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus including at a network of Eskenazi Health Center sites located throughout Indianapolis.

FLSA Status

Non-Exempt

Job Role Summary

The Team Leader, Patient Access Services provides assistance in coordinating all functions and activities related to patient access including, but not limited to: front-end customer service, accurate patient registration, on-site insurance verification and financial counseling, accurate Time-of-Service (TOS) payment collections and interfacing with business partners. The Team Leader, Patient Access Services ensures appropriate daily staffing and maintains the efficient flow of operations in outpatient clinics and hospital servicing areas with the ability to perform a variety of operational, financial, clerical and patient access duties.

Essential Functions and Responsibilities

• Monitors quality by performing audits of departmental outputs and ensures all associated processes are followed consistently
• Addresses and resolves complaints related to customer service; escalates to appropriate resources when necessary
• Completely performs functions of assigned frontline staff; is the "at elbow" subject matter expert for frontline staff and trains new personnel
• Ensures organizational adherence to Eskenazi Health Administrative and Patient Access Services policies
• Assists Supervisor and/or Manager in educating staff of any changes pertinent to their roles
• Acts in capacity of Supervisor or Manager in his/her absence, and informs Supervisor or Manager of all issues upon his/her return
• Communicates effectively and maintains positive working relationships with patients, management and other employees to promote teamwork, cooperation and a positive public image of Eskenazi Health
• Performs and tracks multiple tasks accurately in short timeframes; works quickly and accurately in a fast-paced environment while managing multiple demands
• Ensures that all Epic work queues related to departmental functions are cleared within the guidelines established by department

Job Requirements

Accredited Bachelor's degree preferred OR two (2) years of experience in patient access or a related medical field OR one (1) year of supervisory or management experience

• Possesses or completes designated HBI certifications and Indiana Navigator Certification at time of hire or must obtain within the probationary period

Knowledge, Skills & Abilities

• Knowledge of basic functions and processes performed by Epic, and ADT Interface, HIM systems, Patient Access systems and other Revenue Cycle billing information systems
• Ability to work with peers, physicians, other hospital employees and physician office staff in a professional, helpful manner at all times
• Must demonstrate strong organizational skills in order to prioritize work and fulfill requests effectively
• Skilled in effective planning and organization
• Excellent oral and written communication skills; ability to present information to groups of physicians/individuals
• Ability to work as an effective team member
• Works independently and exercises professional judgment to meet daily operational demands
• Basic skills in MS Office

Accredited by The Joint Commission and named as one of Indiana’s best employers by Forbes magazine for two consecutive years and the top hospital in the state for community benefit by the Lown Institute, Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana and Sandra Eskenazi Mental Health Center, the first community mental health center in Indiana, just to name a few.