Job Description

*This position is remote eligible after successful completion of on-site training *

Come join our team!

The Lead Patient Access Representative is the primary clinical point of contact for patients accessing Cedars-Sinai Health System for appointments and care related questions. The Clinical Patient Access Representative answers phone calls for both primary care and assigned specialties within the Health System. They will schedule appointments, address patient inquiries, issues, and complaints, as well as act as a point of escalation before determining when/if a call should be escalated further. This position requires the mastery of all multi-specialty teams and the ability to assist with management responsibilities. The Lead Patient Access Representative demonstrates outstanding teamwork departmentally and interdepartmentally. As a Lead for the department, the Lead Patient Access Representative is expected to serve as a preceptor and mentor for new and existing team members.

What are the Primary Duties and Responsibilities?

Addresses and resolves a minimum of 60 calls per day and functions as the primary patient contact for their assigned specialties within the Medical Network with minimal supervision.

Directs, routes and refers patients to appropriate multi-specialty areas with minimal disturbance to the patient.

Schedules patient appointments by utilizing scheduling system/application.

Determines effective resolutions to complaints/disputes and handles all concerns with etiquette and professionalism.

Escalates patient calls when appropriate according to applicable guidelines.

Provides outstanding service based on an effective intake, diligence and expertise with every call.

Leads daily huddles and staff meetings; distributes important information to the team.

Trains and cross-train newly hired staff as well as existing staff.

Coordinates administrative support activities including facilities management, patient billing, utilization management, quality management, and risk management.

Actively participates in lean management processes by tracking, monitoring and updating department specific data; complete staff observations as needed.

Oversees the work of others, assigning or allocating work to team, and ensuring tasks are completed according to deadlines and quality standards.

Qualifications

Educational, Experience Certification Requirements:

High School Diploma/GED required

Five (5) years of experience working as a Medical Assistant or work experience or related experience required.

Five (5) years of experience answering multi-line and high-volume telephone calls in a healthcare setting or related field required.

Medical Assistant Certification required

About Us

Cedars-Sinai is a leader in providing high-quality healthcare encompassing primary care, specialized medicine and research. Since 1902, Cedars-Sinai has evolved to meet the needs of one of the most diverse regions in the nation, setting standards in quality and innovative patient care, research, teaching and community service. Today, Cedars- Sinai is known for its national leadership in transforming healthcare for the benefit of patients. Cedars-Sinai impacts the future of healthcare by developing new approaches to treatment and educating tomorrow's health professionals. Additionally, Cedars-Sinai demonstrates a commitment to the community through programs that improve the health of its most vulnerable residents.

About the Team

Cedars-Sinai is one of the largest nonprofit academic medical centers in the U.S., with 886 licensed beds, 2,100 physicians, 2,800 nurses and thousands of other healthcare professionals and staff. Choose this if you want to work in a fast-paced environment that offers the highest level of care to people in the Los Angeles that need our care the most.

Req ID : 6167

Working Title : Lead Clinical Patient Access Rep - Patient Access Contact Center (Full-Time, 8 Hour, Day Shift) - Remote Eligible

Department : CSRC Sched Reg Patient Access

Business Entity : Cedars-Sinai Medical Center

Job Category : Administrative

Job Specialty : Admissions/Registration

Overtime Status : NONEXEMPT

Primary Shift : Day

Shift Duration : 8 hour

Base Pay : $26.32 - $39.48

Cedars-Sinai is an EEO employer. Cedars-Sinai does not unlawfully discriminate on the basis of the race, religion, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer-related or genetic characteristics or any genetic information), marital status, sex, gender, sexual orientation, gender identity, gender expression, pregnancy, age (40 or older), military and/or veteran status or any other basis protected by federal or state law.