Boston Medical Center (BMC) is more than a hospital. Its a network of support and care that touches the lives of hundreds of thousands of people in need each year. It is the largest and busiest provider of trauma and emergency services in New England. Emphasizing community-based care, BMC is committed to providing consistently excellent and accessible health services to all-and is the largest safety-net hospital in New England. The hospital is also the primary teaching affiliate of the nationally ranked Boston University School of Medicine (BUSM) and a founding partner of Boston HealthNet - an integrated health care delivery systems that includes many community health centers. Join BMC today and help us achieve our Vision 2030 which is a long-term goal to make Boston the healthiest urban population in the world.

Position: ASR Team Lead

Department: Pediatric

Schedule: Full Time (Evening and Weekends)

POSITION SUMMARY:

Responsible for the optimal functioning of the department by ensuring patients receive quick access, excellent customer service, quality patient care and are referred to the appropriate sources.

The incumbent is responsible for coordinating all the functions and activities related to patient access including, but not limited to: front end customer service, patient registration, insurance/coverage verification, appointment scheduling, charge entry, billing and managed care, and a variety of administrative duties in support of department (such as coordination of physician credentialing, handling phones & mail, filling out forms, filing, photocopying, faxing, preparing letters, reports, etc.).

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Provides leadership in complying with governmental, accreditation, other regulations/requirements, and with clinic policies. Maintains efficient patient flow from check-in to discharge in clinic. Oversees clinic support staff to ensure the following:
• Assists in overall monitoring patient flow, and monitors patients wait time.
• Establishes and maintains efficient communications between front desk and clinical personnel.
• Provides leadership in complying with governmental, accreditation, other regulations/requirements, and with clinic policies.
• Maintains efficient patient flow from check-in to discharge in clinic. Oversees clinic support staff to ensure the following:
• Assists in overall monitoring patient flow, and monitors patients wait time.
• Establishes and maintains efficient communications between front desk and clinical personnel.
• Assists in scheduling personnel for efficient, effective coverage of departmental obligations.
• Performs the duties of the administrative support staff within the department, as needed
• Meets daily with team staff to exchange new information, discuss open issues and focus for the day.
• Functions as a coach to administrative support staff on technical, operational and policies/procedural issues. Communicates information, promotes excellence, quality care and cooperation among team members.
• Manages work flow and monitors quality of work of the support staff group to ensure an efficient operational flow, timely completion of assignments and adherence to department's standards and regulations.
• Distributes work load in a fair and equitable manner in order to meet departmental goals and ensure proper patient flow.
• Assists manager in determining appropriate work schedules to meet targeted goals; identifies problem areas and initiates changes in assignments, procedures, etc.
• Works cooperatively with team and takes appropriate steps to effectively resolve issues, seeking assistance from supervisor/manager when needed.
• Ensures that patients are directed to appropriate sites in a timely manner.
• Ensures that facility meets regulatory standards, as outlined by the hospital and Department of Public Health.
• Responds to patient inquiries, consulting with providers as needed.
• Authorizes "add-ons" on provider schedules, when deemed appropriate.
• Coordinates Interpreter Services to minimize the interpreters' time spent in clinic.
• Schedules appointments and obtains and updates registration information, including demographic, insurance and referral source, as needed.
• Notifies and confirms patient appointments via mail and/or telephone, or coordinates this task with others.
• Assists referral source, subspecialist and patient with referral authorization.
• Remains knowledgeable of and follows appropriate policies, procedures, and work rules, including but not limited to, policy regarding hours of work, absenteeism and tardiness. Provides feedback to manager regarding follow-up action or non-compliant issues.
• Maintains a complete understanding of emergency procedures.
• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care may be provided.
• Utilizes hospital's behavioral standards as the basis for decision making and to support the hospital's mission and goals.
• Follows established hospital infection control and safety procedures.
• Performs other duties as needed.

JOB REQUIREMENTS

EDUCATION:

• AnAssociate's degree in Business or related field (or equivalent combination of formal education and experience).

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• None

EXPERIENCE:

• Requires at least three years of relevant work experience with one of the required years of experience in healthcare, customer service, managed care or medical insurance.

KNOWLEDGE AND SKILLS:

• Ability to mentor, guide and motivate direct reports through demonstration of best practices and leading by example.
• Excellent organizational skills to set priorities and efficiently complete assigned work.
• Ability to effectively speak, read, and write English.
• Requires excellent communication, interpersonal and problem solving skills.
• Excellent customer service skills and ability to communicate in a courteous, pleasant and professional manner with patients, general public, staff members, outside agencies, and all other internal and external contacts.
• Ability to work independently and to make decisions based on department polices and established procedures..
• Demonstrated technical competency using standard hospital computer systems including Microsoft Office (Word, Excel, Outlook), web browsers, and hospital registration systems (such as, IDX, SDK, ClinNet, Logician, etc.).
• Must be able to maintain strict protocols of all confidential or sensitive information.

MON-THURS 11:15am-8:30pm

FRIDAY- OFF
SATURDAY- 8am-1pm

Equal Opportunity Employer/Disabled/Veterans