Patient Access Services Team Lead

3110 Kennestone Hospital, Inc.; United States; On-site; USD 55,000 - 80,000; Full time

Job summary

WellStar Health System seeks a PAS Team Lead to supervise daily patient access operations, ensure staffing alignment, and support problem-solving for service excellence. You will monitor performance indicators, mentor staff, and collaborate with Revenue Cycle leadership to optimize throughput and cash flow.

The role emphasizes front-line coverage, staff preceptorship, and adherence to department policies while maintaining high quality and patient satisfaction measures.

Qualifications

• Effective communication skills (both written and verbal).
• High attention to detail and self-directed work style.
• Typing or data entry competency of at least 40 words per minute.
• Cash handling and balancing responsibilities.
• Professionalism and active listening in a healthcare setting.

Responsibilities

• Facilitates a positive work environment and assists with staff development and motivation.
• Leads meetings and represents the department as needed.
• Ensures policies and patient access standards are followed and monitors KPIs.
• Monitors wait times and assists with issue resolution and patient service.
• Performs daily tasks to support efficient department operations.

Skills

Communication skills

Typing 40 WPM

Cash handling

Attention to detail

Active listening

Customer service

Professionalism

Education

High School Diploma

Tools

Epic

Microsoft Office

Job description

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift Day (United States of America) Job Summary:

The PAS Team Lead position functions under the direction of the PAS Supervisor and/or Manager. The position is responsible for leading the daily operations of their assigned areas, including ensuring appropriate staffing, assisting with problem solving and customer service issues, and ensuring policies and procedures are being followed. The position assists the PAS Supervisor and/or Manager with monitoring, maintaining and evaluating key performance indicators (including quality, collections, productivity, and patient satisfaction), and developing and implementing action plans for optimum performance. Works well with other team members to ensure all areas are staffed appropriate to volumes. The PAS Team Lead will often serve in a front line position, covering open shifts as appropriate. The position assists the PAS Supervisor and/or Manger with other duties as required to help ensure the efficiency of the department. Demonstrates professionalism, effective communication skills and active listening skills. Monitor wait times. Completes monthly cash audits. Assist with Workqueues. PAS Team Lead in handling daily responsibilities in conjunction with other departments. This offers better Customer Service to departments in the absence of the Supervisor/Manager. Assist staff with patient/doctor problems and/or complaints. Attend any meetings necessary on behalf of Supervisor/Manager when feasible.

Core Responsibilities and Essential Functions:

Leadership and Planning

• Facilitates a positive work environment and assists with the development and motivation of employees.
• Attends departmental, system-wide and/or interdepartmental meetings as needed.
• Leads by example, assisting in projects, working as a positive team member, and rounding and mentoring of staff for optimal performance.
• Works to meet WellStar goals related to Employee Engagement.
• Maintains orderly and clean work environment, commensurate with the public expectations of a healthcare organization.
• Participates and represents the department and hospital committees and special projects and assumes accountability as appropriate.
• Participates in meeting the goals and objectives of the PAS department.
• Collaborates with PAS Revenue Cycle leadership to develop and implement goals, objectives and Action Plans for the department.
• Responsible for the ongoing management of daily operational functions of the department.
• Informs Management of non-compliance with WellStar/department dress code.
• Assures PAS has appropriate equipment and supplies to perform job duties.
• Assumes role of PAS Specialists to support coverage needs.
• PAS Team Leads serve as the primary department preceptors and mentors and as such must:
• Maintain a based on individual QA audit /or as reported by Epic (min. of 10 accounts) registration accuracy rate or higher in the past 12 months.
• Maintain minimum productivity requirements.
• Has no corrective disciplinary action during the past twelve (12) months.
• Willing and able to function as a preceptor in the orientation of new patient access personnel and students.
• Maintain required certifications by obtaining necessary CEUs and submitting timely to certifying board.

Quality/ Safety

• Implementation and training of new programs/updates to employees.
• Responsible for quality and performance monitoring and reporting. Compiles and distributes data from management reports in a timely and accurate manner. Works with Supervisor to analyze data to make changes as appropriate.
• Takes initiative to appropriately investigate and resolve department issues as they arise.
• Understands and enforces policies and procedures for assigned areas.
• Assists with investigating account issues, such as denials, tracking and trending problems, and implementing changes and education as appropriate.
• Assists with meeting all quality goals (i.e. patient throughput).
• Monitors, ensures maintenance and resolves of accounts, DNB/Denials, claim, patient, and other related Workqueues that impact the Revenue Cycle.
• Participates in monthly Denial resolution for respective facility.
• Ensures quality and drives resolution of initiatives which impact the overall health of the Revenue Cycle.

Budget/Financial

• Orders supplies for assigned areas in accordance to approved budgets.
• Exercises cost effectiveness to reduce budgeted expenses.
• Understands and ensures adherence to financial policies and programs.
• Monitors, audits and controls handling of cash funds.
• Monitors and encourages point of service collection policies.
• Works with management to meet all financial related goals.
• Collaborates effectively with department Managers to maximize cash flow and minimize wait times.

Customer Service

• Monitors patient throughput and adjusts staffing and processes as appropriate to ensure the most efficient patient throughput.
• Participates in customer service teams.
• Resolves patient, physician, interdepartmental and other customer issues in a timely and appropriate manner.
• Demonstrates ability to tactfully handle difficult situations through an approach that reflects consistency.
• Monitors facility and area customer service scores and works with management team on action plan.
• Maintains positive relationships with other department personnel.
• Pursues excellence in all areas related to customer service, including service recovery.

Expected Performance, Behaviors and Results:

• The WellStar Experience (Must demonstrate a commitment to Service Excellence by):
  • Creating first impressions, memorable moments and impressions that fulfill the expressed and unexpressed wishes and needs of patients and family members.
  • Valuing patients and family members as partners in their care.
  • Having world-class processes in place.
  • Delivering high-touch care that is reliable, responsive and coordinated.
  • Focusing on constant innovation and creating improvements.
  • Celebrating our diversity with sensitivity and understanding.
  • Embracing the idea that we are all owners of our health system.

Performs other duties as assigned Complies with all WellStar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

High School Diploma General or Associates Other-Preferred

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated. CHAA - Cert Healthcare Access Assoc or CPAR - Certified Patient Account Rep or CRCR - Certified Revenue Cycle Rep or CRCR-P - Certified Revenue Cycle Rep - Provisional (90 Days) within 120 Days Additional License(s) and Certification(s):

Required Minimum Experience:

Minimum 1 year healthcare experience in Patient Access Services, Practice Operations, or Patient Financial Services Required and Bachelors degree or higher may substitute for experience Required

Required Minimum Skills:

Effective communication skills (both written and verbal) with the ability to communicate with various members of the healthcare team. High attention to detail, self-directed and a positive attitude are essential. Effective problem solving and critical thinking skills. Typing or data entry competency of at least 40 words/minute. Cash handling and balancing. Demonstrated professionalism, effective communication skills and active listening skills. Working knowledge of patient registration systems and intermediate Microsoft Office Suite are preferred. Epic experience preferred.

Join us and discover the support to do more meaningful work—and enjoy a more rewarding life.

Connect with the most integrated health system in Georgia, and start a future that gives you more.

Mission, Vision & Values

OUR MISSION: To enhance the health and well-being of every person we serve.

OUR VISION: Deliver world-class healthcare to every person, every time.

OUR VALUES:

We serve with compassion We pursue excellence We honor every voice Culture of Excellence Wellstar consistently receives attention and accolades from national organizations that set the standards for world-class care. Our system-wide practice of safety principles, assessing and addressing errors and seeking feedback from our patients and customers continually earns recognition for advances in safety and quality. Featured on the FORTUNE “100 Best Companies to Work For” list and Seramount 100 Best Companies list, we not only provide top‑notch care for our patients, but also foster the culture of Wellstar as a Great Place to Work.