Lead Ambulatory Rehab Access - Outpatient Rehab - JOI

Position Summary Department: Orlando Health Ambulatory - Outpatient Rehab Admin Status: Full-Time | 40 hours per week Shift: Monday - Friday, 8am - 5pm Title: Lead Ambulatory Rehab Access Position Summary The Ambulatory Rehab Access Lead is a key position on the team to provide expert support for patient scheduling, registration, and benefits management at the clinic level and is responsible for training and onboarding new front office team members at multiple sites in both the hospital and professional billing structures. All Inclusive Benefits (start day one) Health/Dental/Vision/Life Insurance, Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees. Responsibilities Essential Functions • Serves as a mentor to team through guidance, education, and motivation. • Responsible for completing all new team member onboarding, orientation, and training to the role. • Conducts regular guidance and collaboration of team members • Supports processes for ambulatory rehab departments. • Embraces, promotes, and communicates change. • Monthly cash drawer reconciliation of cash drawers. • Collects data and provides analysis to manager regarding front office team member productivity standards. • Works directly with Ambulatory Rehab Access Manager on process improvement, implementation of best practice, and any workflow adjustments for front office team members. • Follow through and engages team on initiatives for organizational growth and development as established by leadership. • Monitors completion and compliance of staffing/department reports including workqueues. • Maintains compliance with all OH policies and procedures. • Serves as the first point of escalation for administrative team members/patient issues. • Acts as a liaison with the site supervisor and access managers, coordinates clinical issues to on-site supervisor. • Takes a proactive role in problem resolution. Identifies customer service issues and resolves or initiates necessary follow-up. • Responsible for pre-registration, registration, and scheduling of multiple patient appointments. Contacts appropriate payors/provider offices, verifying benefits, and obtaining/documenting necessary authorizations. • Accurately communicates all procedures including arrival time, location, and duration to the patient. • Performs check in and check out as needed. • Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards. • Maintains compliance with all Orlando Health policies and procedures. Other Related Functions • Represents and participates in department, facility, and corporate committees. • Monitors clinic workloads each day and prioritizes based on greatest need. • Regularly communicates with access centers and clinical departments regarding registration and scheduling issues. • Takes a proactive role in problem resolution. • Performs all other duties as assigned. Qualifications Education/Training • High school or equivalent. Licensure/Certification None. Experience Three (3) years of experience within a high-volume, constant interaction, customer contact or call center environment, with at least 2 of these being in a direct healthcare access setting. Strong written, verbal communication, and problem resolution/process improvement skills. Associates degree in business, information systems, clinical field, or related may be substituted for one year of experience. Essential Functions • Serves as a mentor to team through guidance, education, and motivation. • Responsible for completing all new team member onboarding, orientation, and training to the role. • Conducts regular guidance and collaboration of team members • Supports processes for ambulatory rehab departments. • Embraces, promotes, and communicates change. • Monthly cash drawer reconciliation of cash drawers. • Collects data and provides analysis to manager regarding front office team member productivity standards. • Works directly with Ambulatory Rehab Access Manager on process improvement, implementation of best practice, and any workflow adjustments for front office team members. • Follow through and engages team on initiatives for organizational growth and development as established by leadership. • Monitors completion and compliance of staffing/department reports including workqueues. • Maintains compliance with all OH policies and procedures. • Serves as the first point of escalation for administrative team members/patient issues. • Acts as a liaison with the site supervisor and access managers, coordinates clinical issues to on-site supervisor. • Takes a proactive role in problem resolution. Identifies customer service issues and resolves or initiates necessary follow-up. • Responsible for pre-registration, registration, and scheduling of multiple patient appointments. Contacts appropriate payors/provider offices, verifying benefits, and obtaining/documenting necessary authorizations. • Accurately communicates all procedures including arrival time, location, and duration to the patient. • Performs check in and check out as needed. • Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards. • Maintains compliance with all Orlando Health policies and procedures. Other Related Functions • Represents and participates in department, facility, and corporate committees. • Monitors clinic workloads each day and prioritizes based on greatest need. • Regularly communicates with access centers and clinical departments regarding registration and scheduling issues. • Takes a proactive role in problem resolution. • Performs all other duties as assigned. Education/Training • High school or equivalent. Licensure/Certification None. Experience Three (3) years of experience within a high-volume, constant interaction, customer contact or call center environment, with at least 2 of these being in a direct healthcare access setting. Strong written, verbal communication, and problem resolution/process improvement skills. Associates degree in business, information systems, clinical field, or related may be substituted for one year of experience.