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Job Description:

The Patient Access Center Lead assists the patient access leadership team with the day-to-day operations of the centralized patient access center. The Patient Access Center Lead provides support and guidance to the team and serves as the subject matter expert for departmental workflows. This person is responsible for assisting in developing and delivering training resources to new and existing team members. This person serves as the first point of contact for department escalations and works directly with the Access Center Supervisor and Manager on escalations as needed.

Education:

High School Graduate or Equivalent - Preferred

Completion of an Accredited Medical Assistant Program - Preferred

Experience:

2 years of Customer Service - Required

2 years of Medical Office or 2 years of leadership or supervisor experience - Required

2 years of call center experience – Preferred

2 years of prior authorization – Preferred

Additional Experience:

3 years experience in working with the public

Excellent public relations and telephone communication skills

Certifications/Licensures:

Epic - Proficiencies required for this position must be passed within 90 days of the start date

Skills:

Knowledge of organization policies, procedures, systems, and objectives

Knowledgeable of service line workflows and processes

Knowledge of Medical Terminology, ICD-10, CPT, and HCPCS coding required

Basic knowledge of disease conditions related to the specific patient populations managed by the providers in their primary or specialty care clinic service lines

Trained in Health Insurance Portability and Accountability Act (HIPAA) general protocols with additional training specific to the department as required & Security Policies and Procedures

Proficient typing skills

Maintains professional and personal integrity

Must be able to maintain effective working relationships with a wide variety of individuals

Ability to deal diplomatically with all types of individuals under stressful situations

Skilled in developing comprehensive reports

Work Shift:

08.0 - 08:30 - 17:00 No Waive (United States of America)

Pay Range:

$30.07 - $40.60

Hourly

Offer amounts are based on demonstrated/relevant experience and/or licensure.

Pay will be adjusted to the local market if hired outside of the Bay Area.

Note: Positions at JMH which are exempt (not eligible for overtime) under the level of Manager are listed as hourly for compensation purposes on this posting. The work shift will contain the word ‘exempt’ on it.

Scheduled Weekly Hours:

40

John Muir Health is a nationally recognized, not-for-profit health care organization east of San Francisco serving patients in Contra Costa, Alameda and southern Solano Counties. It includes a network of more than 1,000 primary care and specialty physicians and 6,300 employees, The health system’s facilities include John Muir Health, Walnut Creek Medical Center (554-bed acute care facility), which serves as Contra Costa County's only designated trauma center, and John Muir Health, Concord Medical Center (247-bed acute care facility). Together, they are recognized as top centers for neurosciences, orthopedic, cancer, cardiovascular, trauma, emergency, pediatric, and high-risk obstetrics care. Other areas of specialty include general surgery, robotic surgery, weight-loss surgery, rehabilitation and critical care. In February 2024, John Muir Health opened the Behring Pavilion, which is home to the UCSF-John Muir Health Jean and Ken Hofmann Cancer Center in Walnut Creek. This state-of-the-art facility brings cancer prevention, diagnosis, treatment, and care coordination into one location. Patients benefit from the expertise of top cancer specialists from John Muir Health and UCSF Health and have access to the latest treatment advances close to home.

John Muir Health also offers complete inpatient and outpatient behavioral health programs and services at our 73-bed fully accredited psychiatric hospital and outpatient center located in Concord. In addition, John Muir Health provides a number of primary care and outpatient services at 89 practice sites throughout the community and urgent care centers in Berkeley, Brentwood, Concord, San Ramon and Walnut Creek.

John Muir Health offers a collaborative, patient-centered health care environment with an emphasis on listening, explaining, and working together as a team, to help patients achieve their optimal health. We recognize those who exemplify excellence and reward them for contributing to our collective success. From individual to department to spontaneous recognition, Employee of the Month, Employee Suggestion Program rewards, Employee Success Sharing Program, and many more, we find unique ways to thank our employees for the outstanding efforts they make every day. Competitive salary and benefit package available.

At John Muir Health, we strive to be a leading health system through the cultivation of a culture of belonging where every patient, employee, provider, and community member feels safe and valued for embracing all aspects of their differences. As an Equal Opportunity employer, we encourage and consider all applicants for employment without regard to race, religion, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or any other characteristic protected by law. For more information, please visit the EEO website here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

All hospitals are accredited by The Joint Commission, a national surveyor of quality patient care. John Muir Health is an equal opportunity employer.