Join Cleveland Clinic’s Mercy Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Officially becoming a full member of the Cleveland Clinic Health System in 2021, Mercy Hospital offers a wide variety of medical specialties to the communities in and around Stark County. Here, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.
Whether or not you serve in a clinical role, every member of the Cleveland Clinic team is a caregiver. In our Finance division, caregivers use their knowledge and skill every day to provide exceptional experiences for patients and their families. 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 escalate 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 covers 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.
The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.
Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.
Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.
If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/
Please review the Equal Employment Opportunity poster.
Cleveland Clinic is pleased to be an equal employment opportunity employer.