Team Support, Pre Arrival PFS

WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report , we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY
Team Support – Pre-Arrival Patient Financial Services Provides direction, mentoring, support, development, and guidance to staff. Takes ownership of timely communication to assist with staff development and education. Uses quality analysis, training, and education to motivate staff to achieve department goals and objectives. Exhibits super-user understanding of daily operations. Makes Tier 1 leadership decisions and takes accountability for the quality and flow of operations. Escalates issues to supervisor/manager as needed. Responsible for the majority of location-specific training for new hires. Completes staff in-services and re-education. May perform quality audits of workflow processes or employee interactions (phone or face-to-face). Interacts directly with patients via phone and/or in person to support patient access operations in hospital or clinic settings. Maintains a patient-centered attitude, demonstrating compassion and empathy for patients and their families. Encourages the same compassion and empathy from the staff they support. Works as part of an elite team supporting UT Southwestern operations and initiatives. May be required to travel to both on- and off-campus locations.
Work From Home (WFH) The successful will WFH approximately 85% of the time. Applicants MUST live within the Greater DFW area. Additional details shall be discussed as part of the interview process.
Shift: 8am-5pm, flex shift Monday through Friday.
BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare-no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION
Required
Education
High School Diploma or GED or
Associate's Degree or two years of college required. or
Can substitute college with a minimum of 4 years of experience with insurance or financial counseling work in a hospital or clinic setting. or
financial counseling work in a hospital or clinic setting

Experience
3 years experience in department functional area as described above. and
3 years - 5 years customer or patient service. and
4 years - 6 years of Email Server Tool(s). Microsoft Tools. Office Equipment/Fax/Copier. and
Can substitute college with a minimum of 4 years of experience with insurance or financial counseling work in a hospital or clinic setting.

Licenses and Certifications
(CHAA) CERT HEALTHCARE ACCESS ASSOC within 1 Year and
(NAHAM) NATL ASSOC HLTHCARE ACCESS MGT Associate Membership within 1 Year

JOB DUTIES
Provides department specific quality analysis, training, mentoring, support and direction to Patient Financial Clearance staff in patient financial clearance activities.
Supports staff accountability with audits and/or additional documentation as needed or assigned.
Responsible to develop an overall approach for continuing education and training and implement training initiatives for all staff.
When applicable promote continued education and training provided by outside resources such as Healthstream or OD&T.
Serves as the first level subject matter expert resource for answering ACE, TALEO, SkillSoft, Epic Estimator, and general learning questions for all employees.
Creates e-learning using contemporary adult learning methodologies and software publishing tools. Updates existing e-learning content based on enhanced quality standards, organizational changes, system changes, updates and end user feedback.
Assigns new employee orientation programs to include, Hospital Orientation, Unit Based Orientation, EPIC Training, Payer training, Customer Service and/or Revenue Cycle training.
Prepare, set-up and conduct Unit Based Orientation for new hires. Follow up to ensure all new staff meet requirements.
Conducts training sessions to communicate policy updates, system upgrades, process changes and new processes or protocols, organizes classes in person or virtual, and prepares training manuals and materials, visual aids, such as slides and films and other training tools.
Responsible for inventory, tracking of training materials and supplies in a timely and efficient manner.
Confers with department leadership to determine need and scope of training programs.
Maintains records of training activities and evaluates applicability and effectiveness of programs
Real-time or historical monitoring of staff on assigned workflows, to include Call or Live Narrative analysis, RightFax proficiency, Epic Estimator Accuracy, AIDET and PACT standards, other programs or workflows as assigned.
Maintains a pro-active approach with addressing/implementing changes impacting the various processes of the patient financial experience.
On request of manager, contributes to new hire selection, recognition, and performance evaluations for staff.
Ability to assign daily operations effectively upon request; exhibits effective follow-through and follow-up; takes accountability; solves problems and implements solutions; demonstrates technical proficiency. Acts with urgency to address issues and anticipate needs. Engages with dept/clinic managers to promote optimal use of resources and patient throughput. Supports goals and objectives; assisting in the creation and implementation of policies and procedures for dept operation.
Responsible for generating, distributing and maintaining relevant department reports to assist management with tracking of key performance indicators.
Assures that quality assurance monitoring is conducted on data produced by all department staff, assuring accuracy, thoroughness and compliance.
Responsible to identify areas for continued performance improvement. Review QA disputes and assist staff in completing dispute form.
The ability to be a subject matter expert and act in one or more department-specific functional roles which include:
Pre-register/Register patients within all applicable service areas either via contactless or in-person processes
Verify insurance eligibility and coverage, submit prior authorization requests, coordinate with clinic partners to resolve authorization-related issues
Provide financial advice for patients either pre or post-service, educating patients on financial responsibility and guiding patients to alternative funding resources when appropriate
Works in a collaborative manner with peers and other departments; attends meetings with active engagement and participation.
Demonstrates above above-level problem solving skills and decision-making abilities.
Ability to communicate verbally with all levels of team members, management, clinicians and physicians.
Responsible for maintaining adequate supply of forms, brochures and supplies used in the department.
May monitor work queues for the assigned unit(s) ensuring that staff are addressing deficiencies in a timely manner with a goal of 0 accounts older than 6 days.
Works closely with QA team, and PAS Analysts to ensure that any issues specific to area of assignment are addressed and facilitates retraining as needed.
EPIC Super user, assisting with upgrade and training.
Assist with 1 on 1 phone training for call center staff to include phone monitoring for QA purposes.
Takes proactive approach to assist with additional training and QA related to new hires and/or team members placed on performance action plans for staff.
Stays up to date on location specific safety requirements and assists in training and ensuring safety programs are followed.
Flexible with offering support for all Patient Financial Clearance operations as needed.
Assists in completing, maintaining, monitoring or analyzing reports on patient experience, service experience, metrics, AIDET and performance against preset milestones.
Develop and assist with implementation of training, resources and programs for staff to improve communication to patients and/or internal customers with the goal of improving overall service experience.
Manage recognition program to reward high performing staff.
Lead by example, role modeling expected behaviors and department best practices.
Handles critical workloads and departmental special projects as assigned.
Maintains positive effective working relationships with staff and leadership.
SECURITY AND EEO STATEMENT
Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 113.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

EEO Statement
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.
Benefits UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare – no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!