Patient Access Rep Lead

Virginia Mason Franciscan Health has a rich history of providing exceptional healthcare, dating back to 1891. Building upon a legacy of compassionate care and innovation, our organization has evolved over the years through strategic partnerships and integrations to expand our reach and services across the Puget Sound area.

Today, as Virginia Mason Franciscan Health, we remain deeply committed to healing the whole person – body, mind, and spirit – in the communities we serve. This commitment is strengthened by the diverse expertise and shared values brought together through our growth.

Our dedicated providers offer a full spectrum of health care services, from routine wellness to complex disease management, all grounded in rigorous research and education. Our comprehensive network of 10 hospitals and nearly 300 care sites strategically located across the greater Puget Sound region reflects our ongoing commitment to accessibility and comprehensive care.

We are proud of our pioneering medical advances and numerous awards and accreditations that reflect our dedication to excellence. When you join Virginia Mason Franciscan Health, you become part of a team that delivers top-quality, professional healthcare in modern, well-equipped facilities, and contributes to a legacy of service built on collaboration and shared purpose.

Franciscan Medical Group, as part of Virginia Mason Franciscan Health, is currently looking for a full-time Patient Access Rep, Lead for the fast-paced Franciscan Heart and Vascular Clinic in Burien, WA. Supportive team with excellent growth opportunities. Free parking and no nights, weekends or organizationally recognized holidays required.

As a Patient Access Representative, Lead, you will manage administrative duties for the patient intake process in our clinic, adhering to established guidelines.

Every day you will interact with patients in person and by phone, facilitating check-in/out, collecting data and payments, validating insurance, scheduling appointments, and processing referrals and authorizations.

To be successful, you will demonstrate critical thinking, strong customer service, and knowledge of insurance, billing, and medical terminology, ensuring a seamless, high-quality patient intake experience.

An incumbent performs much the same work as the Patient Access Representative II, participating in the day-to-day operations of the work unit, with “lead” work comprising a large portion of the overall job.  A Lead is engaged primarily in 1) serving as the point-person for staff as relates to patient access activities, and 2) for monitoring work for adherence to established policies/standards. 

The work requires knowledge of the policies, procedures and equipment applicable to the work unit at appointment.

• Registers and/or checks patients in/out.
• Performs patient check-in at the time of visit; records and verifies all demographic, insurance and other information (e.g. Workers’ Comp, other third-party liability info); follows established procedures to ensure that all registration guidelines/requirements have been satisfied, including ensuring minors’ guardians have been notified; identifies deficiencies and resolves non-complex issues or escalates to appropriate staff for further action.
• Conducts routine insurance eligibility verifications.
• Copies/scans patient access related hardcopy materials (e.g. ID, referrals, L&I, insurance cards, etc.) into correct location in electronic medical record.
• Records non-clinical charges from various sources. This could include entering charges for the completion of forms, for Depositions/Attorney Fees, for retail fees, etc.
• Handles and reconciles payments.

Lead Job Duties   

• Provides orientation and/or on-the-job training to new or lower-level patient access staff regarding regionally-approved guidelines and procedures.
• Monitors individual performance to ensure that accuracy and productivity standards are being met in a satisfactory manner and completes performance feedback process; provides input into formal employee performance evaluations; participates in evaluating and selecting continuing educational opportunities for staff.
• Participates in the development and updating policies and procedures; explains new and/or revised procedures, forms or other tools to staff.
• Receives and resolves patient access related issues. 
• Performs day to day workload distribution activities to ensure staff has appropriate work load.

NOTE:  If assigned to Specialty Patient Access Rep II Lead (VM OB Hospital), Lead Job Duties are:

• Responsible for problem-solving in the absence of management
• Develops/coordinates monthly staff schedule; troubleshoots staff resources with changes in work volumes on a day-to-day basis; assigns work as appropriate.
• Makes leadership aware of potential challenges and unforeseen circumstances.
• Assists with difficult patient/customers; addresses service recovery opportunities.
• Ensures actions are appropriate to support the continued success of the VMFH OB partnership.

Required

• One year of customer service work experience and
• one year of work experience as a Patient Access Representative II (or equivalent) or
• any combination of experience or education that would demonstrate the capability to meet the requirements of the position. and
• None, upon hire

Preferred

• Two years of customer service work experience and
• Healthcare or Call Center experience and
• Previous “lead” or supervisory experience