Patient Access Workleader
Cleveland Clinic, East Canton, OH, United States
As a Patient Access Workleader, you will function as the department lead within outpatient registration and the Emergency Department. Some of your daily responsibilities will include managing and correcting registration escalation issues, creating ED Zone schedules, coaching and training new caregivers, and performing patient registration functions. Helping to ensure the correct registration tasks are completed minimizes the need to perform service recovery and supports the team who interfaces with patients. This opportunity is a steppingstone into supervisory roles and could lead into other related avenues like auditing and revenue cycle.
A caregiver in this position works nights from 7:00PM – 3:30AM or 6:30PM – 3:00AM, with holiday and weekend requirements.
A caregiver who excels in this role will:
Recommend and execute complex policies and procedures with the supervisor to ensure timely and accurate patient registration resolution.
Provide general oversight and direction for caregivers to ensure daily operational support.
Rotate to different locations/hospitals based on staffing needs.
Identify and utilize appropriate reports to contact insurance payers for resolution of accounts with registration issues with a minimal need to elevate issues internally.
Assist with and resolve patient inquiries or complaints.
Recommend and provide input to execute Patient Access programs according to changes in insurance regulations and data obtained from various departments and physicians regarding issues including registration.
Assist the site manager or supervisor with the daily operational activities of patient access.
Rotate in the on‑call coverage and cover call‑offs within the department.
Participate on committees in an engaging manner as a subject matter expert on processes within the department.
Independently staff all patient access areas at any facility, including front desk, admitting office, ER registration and cashier.
Recommend and facilitate exceptional Patients First communication for each patient encounter during their registration.
Identify patient registration issues and resolve or initiate necessary follow‑up.
Implement service recovery efforts.
Train caregivers and conduct performance evaluations.
Complete operational tasks, including staff schedules, working reports, performing compliance and denial audits, working reports, handling call‑offs, allocating work/resources and time and attendance entries.
Assist in the completion of departmental audits, reports and QA.
Handle coaching based on compliance metrics and oversee cashiering duties.
Provide registration and cash collection access in Epic.
Minimum qualifications for the ideal future caregiver include:
High School Diploma or GED
Four years of experience in a customer‑facing role with in‑person or phone contact OR previous work leader experience with demonstrated competence in personnel management
OR an Associate’s Degree and three years of experience
OR a Bachelor’s Degree and two years of experience
Basic PC software application knowledge and the ability to use multiple data systems
Demonstrated knowledge of medical terminology sufficient to understand physician orders OR completion of a course within one year
Preferred qualifications for the ideal future caregiver include:
Exposure to healthcare
Physical Requirements:
Ability to communicate and exchange accurate information.
Ability to perform work in a stationary position for extended periods.
Ability to work with physical records or operate a computer or other office equipment.
In some locations, ability to travel throughout the hospital system.
In some locations, ability to move up to 25 lbs.
Personal Protective Equipment:
Follows Standard Precautions using personal protective equipment as required.
Pay Range
Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.
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A caregiver in this position works nights from 7:00PM – 3:30AM or 6:30PM – 3:00AM, with holiday and weekend requirements.
A caregiver who excels in this role will:
Recommend and execute complex policies and procedures with the supervisor to ensure timely and accurate patient registration resolution.
Provide general oversight and direction for caregivers to ensure daily operational support.
Rotate to different locations/hospitals based on staffing needs.
Identify and utilize appropriate reports to contact insurance payers for resolution of accounts with registration issues with a minimal need to elevate issues internally.
Assist with and resolve patient inquiries or complaints.
Recommend and provide input to execute Patient Access programs according to changes in insurance regulations and data obtained from various departments and physicians regarding issues including registration.
Assist the site manager or supervisor with the daily operational activities of patient access.
Rotate in the on‑call coverage and cover call‑offs within the department.
Participate on committees in an engaging manner as a subject matter expert on processes within the department.
Independently staff all patient access areas at any facility, including front desk, admitting office, ER registration and cashier.
Recommend and facilitate exceptional Patients First communication for each patient encounter during their registration.
Identify patient registration issues and resolve or initiate necessary follow‑up.
Implement service recovery efforts.
Train caregivers and conduct performance evaluations.
Complete operational tasks, including staff schedules, working reports, performing compliance and denial audits, working reports, handling call‑offs, allocating work/resources and time and attendance entries.
Assist in the completion of departmental audits, reports and QA.
Handle coaching based on compliance metrics and oversee cashiering duties.
Provide registration and cash collection access in Epic.
Minimum qualifications for the ideal future caregiver include:
High School Diploma or GED
Four years of experience in a customer‑facing role with in‑person or phone contact OR previous work leader experience with demonstrated competence in personnel management
OR an Associate’s Degree and three years of experience
OR a Bachelor’s Degree and two years of experience
Basic PC software application knowledge and the ability to use multiple data systems
Demonstrated knowledge of medical terminology sufficient to understand physician orders OR completion of a course within one year
Preferred qualifications for the ideal future caregiver include:
Exposure to healthcare
Physical Requirements:
Ability to communicate and exchange accurate information.
Ability to perform work in a stationary position for extended periods.
Ability to work with physical records or operate a computer or other office equipment.
In some locations, ability to travel throughout the hospital system.
In some locations, ability to move up to 25 lbs.
Personal Protective Equipment:
Follows Standard Precautions using personal protective equipment as required.
Pay Range
Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.
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