Lead Clinical Patient Access Rep - Patient Access Contact Center (Full-Time, 8 Hour, Day Shift) - Remote Eligible
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**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
About the Team
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
Our compensation philosophy
We offer competitive total compensation that includes pay, benefits, and other recognition programs for our employees. The base pay range shown above takes into account the wide range of factors that are considered in making compensation decisions including knowledge/skills; relevant experience and training; education/certifications/licensure; and other business and organizational factors. This base pay range does not include our comprehensive benefits package and any incentive payments that may be applicable to this role. Pay Transparency Non Discrimination Provision (PDF) (opens in new window)
Diversity and Inclusion at Cedars-Sinai
We are caretakers and innovators committed to the pursuit of equitable healthcare. But health equity is not possible without representation. Our commitment to diversity goes beyond demographics or checking boxes. Our people must reflect the diverse identities, experiences and geographies of the communities and patients we serve – because that’s what our patients, colleagues and communities deserve. Quality Care and Research—For All, By All (opens in new window).
Cedars-Sinai is an Equal Employment Opportunity 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. If you need a reasonable accommodation for any part of the employment process, please contact us by email at Applicant_Accommodation@cshs.org and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
Cedars-Sinai will consider for employment qualified applicants with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring.
At Cedars-Sinai, we are dedicated to the safety, health and wellbeing of our patients and employees. This includes protecting our patients from communicable diseases, such as influenza (flu) and COVID-19. For this reason, we require that all new employees receive a flu vaccine based on the seasonal availability of flu vaccine (typically during September through April each year) as a condition of employment, and annually thereafter as a condition of continued employment, subject to medical exemption or religious accommodation. For the same reason, you may also be required to receive other vaccines such as COVID-19 as a condition of employment. Cedars-Sinai reserves the right to make modifications to its required list of vaccines as required by law and/or policy. Cedars-Sinai’s AA Policy Statement (PDF) (opens in new window)
