Patient Access Lead

US104 Guidehouse Managed Services LLC; Ventura (CA); On-site; USD 65,000 - 108,000; Full time

Job summary

Guidehouse is seeking a Patient Access Lead to oversee client relationships and strategic initiatives in front-end patient intake operations. The role provides SME-level guidance to frontline staff and ensures compliance with State and Federal regulations.

The Lead coordinates with the Supervisor, Manager and Director and partners with clinical leadership to maintain high data integrity. Responsibilities include monitoring operations across multiple service lines, leading meetings with client

Qualifications

• High School Diploma or equivalent required.
• 4-8 years of experience in Customer Service, Patient Access, Medical Billing and/or Healthcare Revenue Cycle.
• University degree or vocational certification in Healthcare Administration is preferred.

Responsibilities

• Provide proactive oversight of client relationships and strategic initiatives to ensure quality metrics in front-end patient intake operations.
• Guide frontline staff, ensure compliance with State and Federal healthcare regulations (e.g., HIPAA, EMTALA, NSA), and communicate between Patient Access and client partners.
• Lead cross-departmental support in ED, Mother Child Health, Same Day Surgery, Pre-Registration, Outpatient Registration, PBX Communications, and more.
• Analyze opportunities for improvement, establish QA measures, and report on performance metrics and workflow optimization.
• Assist in staff training, escalation handling, and coverage during high census or gaps.

Job description

Job Family: Patient Access

General Travel Required: None

Clearance Required: None

What You Will Do:

The Patient Access Lead, in partnership with the Patient Access Supervisor, Manager and Director are responsible for the proactive oversight, of client relationships and strategic initiatives, to ensure quality measures in front-end patient intake operations are consistently met. This role provides guidance to frontline staff, ensures operational practices are in compliance with State and Federal healthcare regulations (including but not limited to HIPAA, EMTALA and NSA) and serves as one of the communication links between Patient Access and our client’s administrative and clinical partners. The Lead is a Subject Matter Expert (SME), dedicated to maintaining high – quality data integrity and engages the Patient Access Trainer on developing and putting to practice standardized operating procedures that keep the team informed of evolving workflow updates and or operational compliance requirements. Provide Lead cross-departmental support in ED, Mother Child Health, Same Day Surgery, Pre-Registration, Outpatient Registration (Main Admitting), PBX Communications. At the discretion of upper management, lead meetings with client clinical and or administrative leadership. Assist client’s effort of neutralizing multi-million dollar impact by 1. Minimizing Do Not Bill days 2. Accelerate claim adjudication by addressing Claim Edit and DNB Workqueues trends. Analyze opportunity for improvement patterns and trends, categorize root-causes per technology, workflow and or isolated vs. systemic causes. Partner with leadership on establishing Quality Assurance measures that address and minimize the impact of trended opportunities rooted in workflow. Escalate to client’s IT leadership opportunities categorized and rooted in technology. Provide staff guidance to assure quality in registration, admissions, insurance verification and PBX Communication operations which include but are not limited to: Client Software application - TempTrak monitoring of temperature, pressure, and humidity across hospital equipment and environments, ensuring regulatory compliance and maintaining accurate records. Monitoring of software applications and tools which identify fire locations within the client’s facility. Adherence to client’s crisis and emergency management plan activation requirements associated with PBX. Monitor and partner with upper management on productivity, quality, and service standard findings. Generate reports and or Electronic Health Record Dashboards which demonstrate performance metrics. Partner with upper management on workflow design, development, orientation and implementation. Support upper management in the maintenance of and staff’s adherence to standardized operating procedures. Address patient escalations real-time and or engage upper management when appropriate. Provide front-line operational support when coverage gaps are present and or during patient high census. Analyze daily operations and patient census across the various services lines and present upper management with staff reassignment recommendations when optimization opportunities are present. Ensure staff adherence to State and Federal meal and rest break requirements. Partner with upper management in the development of workflow standards to address operational opportunities for improvement. In partnership with the Patient Access Trainer, assist in ensuring GH New Joiners are assigned a department preceptor and help facilitate GH New Joiner interdepartmental training. In partnership with upper management, lead hospital emergency and crisis response and mitigation plans. Ensure staff conduct aligns with GH Code of Conduct expectations and exemplifies behaviors of excellence that facilitate a positive work environment. Adhere to and help ensure staff adherence to both GH and client learning and development assignments and initiatives. Lead audit/root-cause investigative findings meeting with client/hospital clinical leadership and or client administrative leadership. Provide coaching of Patient Access best practices to client’s decentralized patient access/patient intake leaders and or areas that do not fall within Guidehouse Leadership reporting structure. Provide mentorship and non-disciplinary coaching to front-line staff. Support Supervisory functions if and when the Supervisor is unavailable (excluding disciplinary discussions with front-line staff). Work under minimal supervision, effectively manage time and competing priorities. Apply knowledge of Microsoft Word, Excel and or Power Point to present data and or construct summary of audit, root-cause and or investigative findings. Consistently demonstrate excellent customer service and service recovery when escalations present themselves. Effectively apply knowledge of medical terminology and revenue cycle terminology. Offer flexibility to support operational needs, including occasional coverage for areas that run 24/7. Co-lead planning and implementation of client software application activations (e.g. implementing an EHR or payment processing system). Performs all other duties as assigned.

Soft Skills Ability to assess priorities in a high-volume, high-stress environment and provide empathetic leadership.

What You Will Need:

High School Diploma or equivalent required; 4-8 years of experience in Customer Service, Patient Access, Medical Billing and or Healthcare Revenue Cycle.

What Would Be Nice To Have:

University degree or vocational certification in Healthcare Administration preferred. Advanced proficiency in Electronic Health Records (Epic, Cerner, etc.) and data analysis. Expertise Robust knowledge of medical terminology, insurance verification, and federal healthcare mandates.

#LI- DNI

The annual salary range for this position is $65,000.00-$108,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Position may be eligible for a discretionary variable incentive bonus
• Parental Leave
• 401(k) Retirement Plan
• Basic Life & Supplemental Life
• Health Savings Account, Dental/Vision & Dependent Care
• Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Emergency Back-Up Childcare Program

About Guidehouse

Guidehouse is a global AI-led professional services firm delivering advisory, technology, and managed services to the commercial and government sectors. With an integrated business technology approach, Guidehouse drives efficiency and resilience in the healthcare, financial services, energy, infrastructure, and national security markets. Built to help clients across industries outwit complexity, the firm brings together approximately 18,000 professionals to achieve lasting impact and shape a meaningful future.

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

Accommodations

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at [e-mail]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or [e-mail]. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse.

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