Access Lead- ENT Mercy

UPMC; Pittsburgh (Allegheny County); Hybrid; USD 62,000 - 76,000; Full time

Job summary

UPMC ENT Mercy is seeking an experienced Access Lead at 1400 Locust Street, Suite 2100, Pittsburgh, PA 15219. You will guide and support team members, monitor service standards, and collaborate with clinical and administrative staff to enhance the patient experience in a fast-paced ENT setting.

Ideal candidates demonstrate strong leadership, exceptional communication, problem-solving, and organizational skills, with a commitment to high-quality customer service and operational excellence at

Qualifications

• Proven leadership and team supervision experience.
• Excellent communication with staff and patients.
• Strong problem-solving and organizational abilities.

Responsibilities

• Support UPMC values and policies; act with dignity and respect in daily interactions.
• Advise clinical staff on potential referrals to participating facilities when appropriate.
• Act as advocate and leader at work sites; empower decisions by management.
• Monitor patient flow, respond to workload changes, and adjust staffing accordingly.
• Review revenue reports to ensure accurate billing processes.
• Verify precertification requirements before treatment.
• Address reimbursement issues with clinical and ancillary departments.
• Train new staff and orient them to the department; provide ongoing education.
• Provide management with regular feedback on personnel and departmental issues.
• Update patient demographics and insurance information; verify benefits with carriers.

Skills

Leadership

Communication

Problem-solving

Organizational skills

Job description

UPMC ENT Mercy is seeking an experienced and customer-focused Access Lead to support our practice located at 1400 Locust Street, Suite 2100, Pittsburgh, PA 15219. The Access Lead will provide guidance and support to team members, monitor service standards, and collaborate with clinical and administrative staff to enhance the overall patient experience. The ideal candidate will possess strong leadership, communication, problem-solving, and organizational skills, along with a commitment to delivering exceptional customer service in a fast-paced healthcare environment. Join a dedicated team focused on providing high-quality ENT care while supporting operational excellence and patient satisfaction.

Responsibilities:

• Support and contribute to UPMC core values and guiding principles of Your Care. Our Commitment and abide by all UPMC departmental policies, procedures and goals in the process of performing all job responsibilities. Incorporates acts of dignity and respect in daily interactions.
• Advise the clinical staff of the need for a possible referral to a participating health care facility when appropriate.
• Serve as an advocate, resource, troubleshooter, and designated leader at specific work sites. Represents Management and is empowered to make decisions.
• Monitor patient flow and respond to changes in workload, patient volume, and staffing levels, planning services accordingly.
• Works various revenue reports within established time frames. Takes action accordingly to ensure a successful billing process.
• Ensure precertification requirements have been met prior to treatment.
• Interact with the clinical staff and/or ancillary departments to resolve reimbursement issues.
• Responsible for training new staff and orienting to department work area. Provide ongoing education and communication as necessary.
• Provide feedback on a regular basis to management about all personnel, department issues and concerns for areas of direct responsibility.
• Update patient demographic and insurance information in the system as necessary. Verify insurance benefit information with all available carriers via electronic verification system or telephone if not previously completed.