JOB SUMMARY
The Patient Access Lead is responsible for providing day-to-day operational leadership and support for the Patient Access department while serving as a working lead for registration, scheduling, insurance verification, admissions, and related functions. Under the direction of the Patient Access Manager, this position coordinates daily workflow, assists with staff training and onboarding, monitors productivity and quality, and promotes exceptional customer service to patients, physicians, and internal departments.
Reports To: Patient Access Director
Classification: Non-Exempt – Hours: 6am to 2:30p
Supervises: Leads Admission, Registration, Scheduling, Chart Compilation and Insurance Verification staff
QUALIFICATIONS
Bachelors’ or Associates Degree preferred. High School diploma or GED required.
Minimum of 5 years Patient Access experience, and two years of lead or supervisory experience required.
Excellent customer service skills. Flexibility to work varying shifts.
Demonstrates exceptional oral and written communication skills.
Attention to detail and good decision-making skills.
OCCUPATIONAL EXPOSURE
Category III, office environment.
RESPONSIBILITIES
1. Supervise the day-to-day operations of all patient access functions, including scheduling, insurance verification, patient registration, and admissions, ensuring efficient and accurate workflows.
2. Demonstrates the ability to perform and provide coverage for all Patient Access roles as needed.
3. Exercises sound judgment in resolving day to day operational and staff issues, escalating complex, sensitive, or high-risk matters to the Patient Access Director as appropriate.
4. Ensure patients, families, and visitors are greeted and assisted in a professional, courteous, and compassionate manner while promoting exceptional customer service.
5. Train, orient, and mentor Patient Access staff on departmental policies, procedures, and regulatory requirements, including HIPAA, CMS, DNV, and other applicable standards.
6. Educate staff on appropriate customer service behaviors and the handling, resolution, documentation, and reporting of patient complaints, concerns, and grievances in accordance with facility policies.
7. Provide daily supervision, guidance, and support to Patient Access staff while fostering a positive, collaborative, and accountable work environment.
8. Prepares daily, weekly and monthly reporting and assists with Performance Improvement projects by monitoring and analyzing data and reporting on outcomes.
9. Coordinate daily staffing assignments, monitor workflow, and ensure adequate departmental coverage to meet operational and patient care needs.
10. Develop and maintain effective working relationships with physicians, nursing units, ancillary departments, and other hospital personnel to promote efficient patient access processes and patient flow.
11. Collaborate with department leaders and clinical staff to optimize patient flow and ensure registration and admitting processes support daily schedules and operational efficiency.
12. Oversee daily cash handling procedures, including balancing cash drawers, reconciling deposits, and ensuring all financial transactions are accurately documented according to facility policies.
13. Support departmental performance improvement initiatives by educating staff, monitoring outcomes, and implementing process improvements while following Human Resources policies for performance management.
- Comply with facility Standards of Behavior and complete all required education assignments within the designated timeline.
PHYSICAL DEMANDS
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job the employee is frequently required to sit, converse, and listen; use hands to touch, handle, or feel objects, tools or controls; and to reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus.
- The employee must be able to lift and/or carry over 20 pounds on a regular basis and be able to push/pull over 25 pounds on a regular basis.
- The employee must be able to stand and/or walk at least two hours per day.
WORK ENVIRONMENT
1. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
