Patient Access Services Team Lead - Pre Reg.

As a Patient Access Services Team Lead at Nashville General Hospital, you can expect to oversee a dedicated team that provides top-notch service to patients and guests. Your day-to-day responsibilities will include managing patient registrations, scheduling appointments, conducting benefit verifications, and ensuring team members deliver exceptional customer service. If you are passionate about healthcare and thrive in a fast-paced environment, this role is for you.

To qualify for the Patient Access Services Team Lead position at Nashville General Hospital, you should have proven leadership skills and at least 1-2 years of experience in a healthcare setting. Previous experience in insurance verification and healthcare scheduling is preferred. A high school diploma or equivalent is required, and bilingual skills in English and Spanish are a plus!

The Patient Access Services Team Lead plays a crucial role in patient care at Nashville General Hospital by ensuring all front-end processes run smoothly. This includes leading a team that greets patients warmly, schedules necessary appointments, verifies benefits, and educates patients about their care and financial options. By fostering a service-oriented team, the Team Lead sets the tone for the quality of care patients will receive at the hospital.

Nashville General Hospital provides an excellent benefits package for the Patient Access Services Team Lead, including medical, dental, and vision insurance, access to health programs, short and long-term disability, life insurance, and a 401K plan with contributions. Other perks include paid holidays, tuition reimbursement, an onsite gym, and free parking for all employees. It’s an attractive package that supports both professional and personal growth.

Nashville General Hospital is unique among healthcare employers due to its strong community-based focus and commitment to serving the underserved population in Nashville and Davidson County. As the original community hospital, NGH prides itself on delivering high-quality healthcare to all community members. Working here as a Patient Access Services Team Lead lets you be part of an institution that truly prioritizes the health and wellbeing of the community.

Essential skills for a Patient Access Services Team Lead at Nashville General Hospital include strong leadership abilities, excellent customer service, proficiency in medical terminology, and solid computer skills for data entry and scheduling. Additionally, interpersonal skills and the ability to effectively communicate with various stakeholders are crucial to ensuring smooth operations within the patient access team.

The Patient Access Services Team Lead significantly impacts overall patient satisfaction at Nashville General Hospital by managing the first line of patient interaction. By ensuring that the team approaches every interaction with courtesy and professionalism, you help create a welcoming environment for patients. Efficient registration and scheduling processes contribute to reduced wait times, enhancing the overall patient experience and fostering trust in the hospital's services.

In your response, highlight specific experiences where you managed patient registrations, detailing processes you followed to ensure accuracy and efficiency. Share tools or software you used, any challenges faced, and how you resolved them. Emphasize your understanding of why these processes are essential for patient care.

Focus on your leadership approach. Describe how you train and motivate your team to prioritize customer service. Provide examples of feedback systems you've implemented or training programs you've facilitated that resulted in improved service quality and patient satisfaction.

Discuss your commitment to inclusivity and diversity. Mention how you approach communication with team members from different backgrounds and any specific initiatives you've led to foster an inclusive workplace. Highlight how this diversity improves patient interactions and service delivery.

Share your methodology for handling challenging situations gracefully. Talk about active listening, empathy, and conflict resolution strategies you've applied in past roles. Provide an example of a difficult situation and how you successfully resolved it.

Emphasize your organizational and multitasking skills. Describe techniques such as categorizing tasks by urgency and importance. Share how you communicate priorities with your team and ensure everyone is focused on the most critical tasks to enhance patient flow and satisfaction.

Detail your hands-on experience with insurance verification processes, including software used for checking coverage. Explain the importance of this step in the patient registration process and how it impacts patient care decisions and financial responsibilities.

Discuss proactive measures you've taken to remain informed about changes in healthcare regulations, like attending workshops, subscribing to industry publications, or participating in professional networks. Stress the importance of these updates in providing compliant patient care.

Share a specific instance where you identified inefficiencies in a process and implemented changes that led to better outcomes. Focus on the steps you took, the rationale behind your actions, and how you measured improvement after the changes were made.

Explain your personal strategies for managing stress, such as time management, breaks, and maintaining a work-life balance. Discuss how you encourage your team to manage stress to ensure high productivity and morale.

Share your personal connection to Nashville General Hospital’s mission and values. Talk about why you believe you would be a good fit for the team and what excites you about the opportunity to lead the patient access services, particularly in a community-focused hospital.