Patient Access Team Lead

Min

Max

Overview

Our Patient Access Team Leader is responsible for the guidance and coordination of needs of their respective area. The team leader will act in the absence of a supervisor/manager in various capacities. The team leader will help with assignment of duties for staff for a given shift. They will assist with calling in staff when volumes demand extra help. When needed, the team leader will also take the lead in organizing staff from their area to assist with any sudden increases or spikes in patient volumes.

Qualifications

Education

• High School Diploma required.
• Associate's degree or higher preferred.

Licensure/Certification/Registry

• Certified Healthcare Access Associate (CHAA) or Certified Healthcare Access Manager (CHAM) certification preferred, but not required.

Experience

• Minimum of two years of previous experience as a Patient Access Associate/Specialist or in a related healthcare payor, collections, or clinical office role required.
• Minimum of one year of experience within the Patient Access department or previous leadership/supervisory experience required.

Other Knowledge/Skills/Abilities

• Possess a high degree of organization with the ability to prioritize the immediate needs of the department.
• Demonstrate excellent customer service and interpersonal skills with the ability to work effectively with a diverse group of colleagues, patients, physicians, and leadership.
• Demonstrate strong oral and written communication, problem-solving, coaching, interpersonal, and organizational skills.
• Ability to lead by example, provide guidance to staff, and assist with workflow coordination in a fast-paced environment.
• Self-directed and highly motivated, with the ability to perform duties with minimal supervision.
• Maintain a strong working knowledge of Patient Access workflows, policies, procedures, and applicable regulatory requirements.
• Possess proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and other computer software used to support departmental operations.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive patient and departmental information.

Responsibilities

• Provide support, leadership, and guidance for staff working in their designated department and assigned shift.
• Work with the Manager of Patient Access Services (PAS) to ensure appropriate staffing levels and assist in coordinating coverage for open shifts as directed.
• Coordinate with PAS staff to promote timely patient flow and efficient patient services.
• Develop and maintain strong technical knowledge of all clerical aspects of PAS to resolve issues and identify opportunities for process improvement.
• Coordinate the implementation of quality improvement initiatives to enhance patient service and effectively manage daily volume fluctuations.
• Monitor patient volumes and department workflow throughout the day and adjust staffing as needed without direct manager oversight.
• Foster positive customer relations by addressing patient concerns promptly and maintaining an exceptional patient experience.
• Provide training and education to new team members on departmental processes and responsibilities, including post-training orientation within their assigned work area.
• Maintain current knowledge of departmental policies, procedures, goals, and employee development.
• Coordinate the educational and training needs of the department.
• Participate in ongoing leadership development opportunities to enhance leadership skills and support departmental operations.
• Collaborate closely with Supervisors, Coordinators, and Managers to ensure a Great Patient Experience.
• Communicate effectively with department managers, supervisors, and PAS leadership regarding patient flow, operational expectations, and customer service needs.
• Assist in the performance appraisal process by providing the Manager with feedback regarding individual staff performance.
• Assist with payroll-related tasks in the absence of the Manager.
• Participate in an on-call rotation as assigned.
• Perform all duties associated with the Patient Access Services department, including scheduling, pre-registration, registration, financial collections, insurance verification, patient interviews, data entry into appropriate systems, and patient placement responsibilities.
• Perform other related duties as assigned or requested.