Ensemble Health Partners

Patient Access

• Organize and coordinate assigned staff activities to ensure safe, effective, appropriate, and fiscally responsible work
• Handle and solve problems related to the assigned area
• Coordinate registration and pre-registration duties and ensure completion daily
• Provide staff training, coaching, education, and development
• Monitor daily productivity and communicate with staff
• Review and report department performance metrics including point of service, wait times, overtime, and productivity
• Assign and coordinate staff schedules, rotations, time off, and call-offs
• Track and monitor upfront collection processes, assign goals, and provide coaching or corrective action
• Participate in on-call rotation and provide administrative or educational guidance to staff
• Develop department processes and procedures and conduct performance audits
• Act as a resource for staff and ancillary departments and promote excellent customer service
• Manage projects involving implementation, tracking, and process changes; report to Patient Access Leadership
• Participate in facility activities and gather statistical information
• Assist with staff evaluations and maintain the time/attendance system
• Attend facility meetings to ensure process alignment and effective communication

Patient Access Supervisor

Customer Support

• Provide daily leadership, coaching, and support to approximately 13 Customer Service associates
• Monitor team productivity, call quality, customer interactions, and workflow performance
• Conduct one-on-one meetings, performance discussions, and development conversations
• Serve as an escalation point for complex customer concerns, account issues, service challenges, and operational barriers
• Support performance management, including documentation, corrective action, recognition, and follow-up
• Partner with leadership, quality, training, and operational teams to address process gaps and improve consistency
• Assist with onboarding, training reinforcement, and ongoing associate development
• Review and analyze performance metrics, quality results, service level trends, and associate outcomes
• Foster communication, collaboration, professionalism, and accountability
• Ensure adherence to company policies, compliance requirements, revenue cycle procedures, and customer service standards
• Perform other duties as assigned to support operational priorities, client needs, and business continuity

Supervisor, Customer Service

Billing Specialist

• Work daily failed bills and claims on all systems, including late charges, rebills, and additional billing reports
• Review and update failed bills and claims on the host system and within the billing vendor
• Work daily electronic submissions, or 277s, and resolve claim issues
• Monitor daily claim errors and resolutions, providing recommendations for system fixes
• Work daily late charges and rebills
• Bill hardcopy claims and attach necessary documentation for payment
• Pull EOBs and medical records as needed, attach them to claims, and mail them
• Contact patients, insurance companies, and third parties for insurance information or additional billing data
• Create training documents and tests
• Train and educate staff and provide testing
• Work absentee staffing desks
• Perform other job-related duties as required by the supervisor, subject to reasonable accommodation

Senior Billing Specialist

• Organize and coordinate assigned staff activities to ensure safe, effective, appropriate, and fiscally responsible work
• Handle and solve problems related to the area of assignment
• Maintain working knowledge of assigned functions
• Work with the Patient Access Manager to develop and coach staff
• Conduct and oversee orientation and training for Patient Access staff
• Perform Revenue Cycle tasks to ensure compliance and excellent customer service
• Assist the Patient Access Manager with day-to-day operations
• Coordinate registration and pre-registration duties and ensure completion daily
• Monitor daily productivity and communicate with staff
• Provide and review performance reports covering point of service, wait times, overtime, productivity, and other metrics
• Assign and coordinate staff schedules, rotations, time off, and call-offs
• Track and monitor upfront collection processes, assign goals, and provide coaching or corrective action
• Provide administrative and educational guidance during on-call duties and fill in for staffing issues or unexpected volumes when necessary
• Develop department processes and procedures
• Conduct staff training, education, development, and performance audits
• Act as a resource for staff and ancillary departments and promote service excellence
• Manage assigned projects involving implementation, tracking, and process changes
• Report routinely to Patient Access Leadership
• Participate in facility activities and gather statistical information
• Work in designated department areas as needed
• Assist with staff evaluations and maintain the time/attendance system
• Attend facility meetings as required to ensure process alignment and effective communication

Patient Access Specialist

• Perform admitting duties for all patients admitted for hospital services
• Assign accurate MRNs
• Complete medical necessity and compliance checks
• Provide patient instructions and customer service
• Collect insurance information and process physician orders
• Operate the telephone switchboard
• Meet assigned point-of-service goals
• Conduct account audits and ensure forms are complete and accurate
• Pre-register patient accounts before visits
• Obtain demographic, insurance, and financial liability information through inbound and outbound calls
• Collect point-of-service collections and past-due balances, including payment plan options
• Explain consent forms and obtain required signatures and witness names
• Distribute patient education documents and designated forms
• Review insurance eligibility responses and select applicable insurance plan codes
• Enter benefit data to support point-of-service collections and billing processes
• Screen medical necessity using ABN software and distribute/document ABNs and other forms

Patient Access Associate Specialist

• Perform admitting duties for all patients admitted for hospital services
• Assign accurate medical record numbers (MRNs)
• Complete medical necessity and compliance checks
• Provide patient instructions and collect insurance information
• Receive and process physician orders
• Operate the telephone switchboard and relay calls
• Provide compassionate customer service
• Meet assigned point-of-service goals
• Use quality auditing and reporting systems to correct accounts
• Conduct account audits and provide statistical data to Patient Access leadership
• Pre-register patient accounts before visits
• Make inbound and outbound calls to obtain demographic, insurance, and financial information
• Collect point-of-service payments and past-due balances, including payment plan options
• Explain consent and patient education forms and obtain signatures and witness names
• Review insurance eligibility responses and enter benefit data to support collections and billing
• Screen medical necessity using ABN software and distribute required forms