Providence St. Joseph Health

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Providence Patient Access Lead - Hip & Pelvis in Santa Monica, California


Providence is calling a Patient Access Lead for a Full-Time/Day Shift at Saint John's Health Center in Santa Monica, CA

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We are seeking a Patient Access Lead who will be under the supervision of the Patient Access Director/Manager/Supervisor, the Patient Access Lead is an individual with demonstrated competence in patient access skill set, prioritizing, multitasking, and coordinating. The Patient Access Lead will be responsible for overseeing the registration process for their direct department functions and the maintenance of a smooth unit flow, providing clerical and administrative support, and admitting activities in the assigned unit which may include functions such as pre-registration, scheduling, and admission, registration, insurance verification, financial counseling, obtaining, recording and transmitting of information pertinent to the registration process into the hospitals ADT system for locations assigned to them. The Patient Access Lead will be responsible for the organization's registration productivity reporting and Quality Assurance (QA) process, which consists of evaluating, monitoring and reporting results to the Patient Access Management team. The Lead will utilize his/her medical based background and experience to serve as a key liaison between onsite and remote patient access locations and to be involved in continuous professional contact with onsite patient access personnel, management, and other hospital personnel. The Patient Access Lead is responsible and will work congruently with the registration staff to ensure best practices procedures. Additionally, the Patient Access Lead is instrumental in communicating with other departments within the facility and to ensure the processes within the patient access department are completed daily.

In this position you will:

  • Prioritize and perform work assignments and job duties effectively and provides prompt and efficient customer service

  • Identify and report potential and actual risk management issues to appropriate personnel

  • Demonstrate competency in selected administrative skills including but not limited to:

  • Use positive communication skills with staff, patients, facilities, and physicians

  • Applies knowledge and experience, to comply with organizational policies and procedures for all positions (Scheduling Specialist, Patient Administrative Associate, Administrative Associate, Cashier, etc.)

  • Perform, as needed, the functions of the Patient Access staff, including but not limited to Scheduling Specialist, Patient Administrative Associate, Administrative Associate and Cashier

  • Intervenes in an accurate and timely manner when pertinent information is required, allowing efficient work flow process

  • Assume responsibility for the maintenance, communication and updating of changes in the processes for all Admitting location

  • Participate in collection and communication of data for quality improvement

  • Perform Quality Assurance of registered accounts for each area within Patient Access

  • Provide management with quality results for Patient Access staff monthly

  • Report monthly productivity of Patient Access staff to management

  • Ensure all communication to hospital personnel, departments, patients, physicians, office personnel, and management is taking place daily without delay

  • Participate willingly and cooperatively in education and training efforts to maintain levels of knowledge

  • Act as patient or staff advocate regarding issues in the absence of Manager/Supervisor

  • Adjust routines and schedules as needed in order to complete daily assignments and have supportive coverage within the admitting locations

  • Run and review daily reports to include providing communication immediately to Manager/Supervisor regarding any concerns

  • Distribute daily reports to management staff, including the uploading of such reports

  • Monitor and update monthly reports

  • Answer questions for other staff members related to job duties

  • Advise management of any discrepancies for issues (organizational and staffing)

  • Communicate effectively with clinical staff to ensure patient satisfaction

  • Maintain open and positive professional communication, orally and written, at all times

  • Manage resources such as office supplies, materials, and forms efficiently

  • Demonstrate good telephone etiquette at all times, answering and directing all calls promptly and correctly

  • Maintain, according to Quality Assurance guidelines, a score of 98% to meet on evaluation

  • Maintain, according to Training and Education guidelines, required participation and competency testing, and passing scores to meet on evaluation

  • Perform insurance verification, benefits eligibility, pre-certifications, and authorization

  • Assist in cross-training staff to support departments

  • Work according to standard operating procedure during ADT/system down times

  • Be responsible for communicating with patients regarding patient liabilities when due; Educating patients on billing process for facility and providers

  • Assist patients, as needed, to ensure compliance with the payer’s requirements for payment

  • Refer patients for financial counseling or financial assistance (Charity), if applicable and based on individual organizations policies and procedures

  • Utilize correct patient type, financial class, insurance codes and benefits to minimize error rate

  • Communicate effectively with clinical staff to ensure patient satisfaction

  • Identify patients in history to avoid duplicate medical record numbers as well to verify information with patient

  • Assist in obtaining proper signatures on consents and knowledge to educate patients of their right

  • Work with vendors to ensure quality tools are effective and are utilized at the maximum capacity

  • Assist in the calculation of Press Ganey Patient Access scores. Provides feedback and action plans for areas not meeting expectations

  • Work with Revenue Cycle vendor to ensure monthly dashboards are updated for month end reporting

  • Demonstrate responsibility for own professional practice in regards to:

  • Time and attendance and Kronos

  • Confidentiality and EMTALA regulations

  • Demonstrate professional, collaborative and proactive behavior in all interactions with patients, visitors, physicians, and staff

  • Obtain necessary knowledge and skill to maintain competence

  • Complete mandatory educational and proficiency requirements

  • Attend and participate in department and team meetings

  • Volunteer for and accepting assignments or projects

  • Maintain open and positive professional communication, orally and written, at all times

  • Participate in the development and attainment of team, department and hospital goals including:

  • Attend and participate in division meetings

  • Volunteer or accept assignments for projects

  • Mission, vision and team ground rules


Required qualifications for this position include:

  • Current BLS (applicable to all employees who work in the Emergency Room department)

  • 3 years experience as a Patient Access, Registration and/or Admissions Representative, or related positions as applicable

  • Experience in admitting, data entry, medical terminology, computer skills and working with public

  • Knowledge of upfront collection and cash practices

  • Knowledge of insurance verification process

  • Knowledge of financial clearance process (authorization, notification, etc.)

  • Ability to cover shifts as needed

  • Excellent and effective oral, written, and interpersonal communication skills

  • Computer literate with Microsoft Office and Internet Explorer

  • Able to type 35-45 wpm

  • Ability to serve as a resource for new and existing staff members as requested or assigned

  • Working knowledge of Protected Health Information

  • Able to demonstrate understanding of overall department needs, multitasking, work independently, and require minimal supervision

  • Able to establish priorities appropriately and organize job responsibilities

  • Able to adapt readily and demonstrate flexibility to accommodate changes in department activity.

  • Able to answer telephones with proper etiquette, and answer or direct calls efficiently

  • Able to use a printer, fax, scanner, and photocopier

  • Able to use or learn to use the telephone and intercom system, Pneumatic tube system and Addressograph embosser

  • Able to take personal responsibility, respect for self and others, innovation through teamwork, dedication to caring and excellence in customer service

  • Able to assist in the development of quality development and productivity measures

  • Ability to deal effectively with many people across a broad range of cultural backgrounds and ages

  • Ability to work independently with little or no supervision

  • Ability to work effectively with many people at various levels of the organization

  • Ability to clearly communicate with internal and external customers, including, but not limited to, patients, co-workers, management, physicians, and visitors

  • Ability to maintain patient confidentiality and privacy in accordance to hospital policy

Preferred qualifications for this position include:

  • Associate's Degree

  • 3 years experience in business or physician office

  • Leadership/supervision experience

About the hospital you will serve.

Providence Saint John’s Health Center in Santa Monica, California, is part of Providence Health & Services, an integrated, not-for-profit network of hospitals, care centers, medical clinics, home health services, affiliated services and educational facilities in the western United States. Founded in 1942, Providence Saint John’s Health Center enjoys a reputation for clinical excellence across many disciplines. The 266-bed health center has a medical staff of more than 900 physicians, 1,800 employees and a host of volunteers who share a commitment to providing quality care for all.

We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Patient Services

Location: California-Santa Monica

Req ID: 294767