Team Lead, Patient Access at Connecticut Children's Medical Center
Connecticut Children's Medical Center · Hartford, United States Of America · Onsite
- Professional
- Office in Hartford
The Patient Access ED Reg Team Lead serves as the primary resource to team members for training and education. Educational services include the development, coordination, and/or instruction of educational programs designed to meet the needs of the staff, which are in accordance with the goals and objectives of the department and organization.
The ED Reg Team Lead is responsible for conducting Epic ED Reg end user classroom and elbow-to-elbow training, under the direction of the ED Reg and Admitting Manager. The Team Lead will work closely with the department manager to design and develop the Training and Quality Assurance program.
The Team Lead is responsible for the set-up of the training schedule, including inventory and distribution of supplies. They are responsible for quality control, including administering a proficiency assessment and class evaluation at the end of each session, and forwarding ideas to improve the effectiveness of the training to the department manager.
Responsibilities
Under limited supervision, independently coordinates and performs multiple complex functions within the Patient Access ED Reg department. Utilizes considerable judgment in interpreting departmental policies and procedures to educate team members. Identifies opportunities for process improvements, offers potential solutions and implements solution. Performs all duties in a manner that promotes a team concept and reflects the mission, behaviors, core values, and philosophy of CT Children’s Medical Center.
- Train employees on all processes and policies regarding Arrival, Bedside Reg and HUC responsibilities.
- Evaluate employee performance to ensure each employee meets/maintains job expectations.
- Create training programs to address skill gaps in employee performance.
- Create and maintain learning materials for training programs.
- Create and maintain job aids to support standard process related to ED Reg, including EPIC work queues.
- Develop onboarding programs for new employees.
- Conduct surveys to gauge the effectiveness of programs.
- Research, trial, and implement new teaching method that continue to meet the needs of team members.
- Independently seek out and take part in continuing education opportunities.
- Run productivity reports and conduct QA of accounts.
- Participates in meetings as a representative of the department regarding development of new implementations.
- Work assigned shifts with staff (All shifts included) to understand the improvements and barriers.
- Assist with coverage of open shifts (1st, 2nd and 3rd). Min of 60% on the floor and 40% in office.
- Actively participate in Denials Committee.
- Actively participate in Patient and Family Experience meetings, and partner on the development of plans to achieve or remain top box
- Maintain knowledge of current developments and regulations relative to pediatric healthcare practices that impact registration.
Qualifications
Education and/or Experience Required:
- High School Diploma, GED, or a higher level of education that would require the completion of high school, is required.
- EPIC Registration Experience Required, 1-year minimum.
Education and/or Experience Preferred:
- Bachelors or Associates Degree preferred.
- Healthcare Registration experience required, minimum 1-2 years. Pediatric Registration strongly preferred.
- Minimum of 1-year experience as a trainer or a similar position preferred.
License and/or Certification Required:
- CHAA (Certified Healthcare Access Associate) required within 18 months of promotion/hire.
- CHAM (Certified Healthcare Access Management) preferred and/or discussed.
Knowledge, Skills and Abilities:
Knowledge:
- Advanced knowledge of MS Word and Excel
- ADT systems and Insurance Verification systems.
- Knowledge of EPIC ED Reg and Admitting processes, procedures and policies.
Skills:
- Computer, typing, data entry.
- Excellent interpersonal, verbal and written communication skills.
- Excellent organizational skills.
- Provide positive and constructive feedback to staff.
- Ability to identify gaps in processes.
- Knowledge of various teaching methods and approaches.
Ability to:
- Handle a fast paced, high volume environment.
- Work in a team environment alongside multiple disciplines.
- Coordinate educational sessions for groups and individuals.
- Provide continued guidance and training to staff and delegate effectively.
- Independently able to have crucial conversations with others/staff regarding learning matrix status.
- Able to demonstrate teaching skills.
