Lead Patient Access Coordinator

Clinic Location:

South Park

5935 Carnegie Blvd

Charlotte, North Carolina 28209

The Lead Patient Access Coordinator (Lead PAC) serves as an advanced front-office operations role within high-volume clinics (90 visits/day) requiring onsite leadership, operational oversight, and performance coaching for 3 Patient Access Coordinators. The Lead PAC performs all core responsibilities of a Patient Access Coordinator while also ensuring workflow adherence, operational accuracy, schedule optimization, and team development in partnership with clinic and regional leadership.

Essential Functions

• Perform all standard Patient Access Coordinator duties, including check-in, check-out, documentation accuracy, POS collections, schedule management, and patient experience tasks.
• Serve as the onsite front-office lead responsible for daily workflow execution, staffing awareness, and alignment with operational standards.
• Provide real-time coaching, feedback, and training to Patient Access Coordinators to ensure adherence to PT Solutions expectations, behaviors, and standards.
• Monitor schedule utilization, attainment, and visit volume and partner with clinicians to optimize daily and future scheduling performance.
• Ensure completion of the Patient Check-in Checklist and maintain >98% compliance across all visits.
• Escalate operational issues, patient concerns, and scheduling barriers to clinic leadership promptly and professionally.
• Maintain daily readiness of the front office, lobby, and patient flow processes.
• Support completion of compliance audits, documentation accuracy checks, and revenue-cycle aligned workflows such as insurance verification and authorization follow-up.
• Provide coverage for PAC duties as needed, maintaining full competency in all front office responsibilities.
  
  

Leadership & Coaching Expectations

• Model PT Solutions behaviors including professionalism, communication, reliability, collaboration, and a patient-first mindset.
• Support development of PAC team capabilities through coaching, shadowing, and competency reinforcement.
• Maintain 100% onsite presence, 5 days per week, providing consistent leadership coverage.
• Ensure disciplined adherence to workflows, documentation standards, and operational compliance.
• Partner with clinic and district leaders to address performance trends, staffing needs, and process improvement opportunities.
  
  

Required Skills & Abilities

• Advanced communication and customer service skills.
• Ability to multitask and prioritize in a fast-paced, high-volume environment.
• Strong accuracy, attention to detail, and workflow discipline.
• Ability to coach others and support team development.
• Proficiency in Microsoft Office and comfort using multiple software systems.
• Strong patient-centered mindset and conflict-resolution ability.
  
  

Required Credentials

• High school diploma or equivalent required.
• 2 years of PAC or comparable healthcare front office experience preferred.
• Experience with EMR, scheduling platforms, and payment systems preferred.
• Must meet all compliance, background check, and onboarding requirements.
  
  

Competencies

• Patient Focus: Creates a welcoming, supportive, and professional experience for every patient.
• Operational Accuracy: Ensures correct documentation, financial collection, and task completion.
• Communication: Interacts clearly and professionally with patients, clinicians, and internal teams.
• Team Collaboration: Supports clinic operations and contributes to a positive clinic environment.
• Adaptability: Adjusts quickly to changes in schedules, patient needs, and workflow demands.
• Reliability: Maintains consistent attendance, punctuality, and task follow-through.
  
  

Schedule

• Full Time: Mon-Thurs 8am-5pm, Fri 7am-4pm
  
  

Compensation

• Pay Range: $21-$23/hr
• (Any posted pay range considers multiple compensations factors including background, experience, and work location while also allowing for salary growth within the position)
  
  

Expanding Access to Quality Care

At PT Solutions, we’re more than colleagues; we’re a tight-knit community united in our mission to expand access to quality care. Our commitment to you is evident in our industry-leading professional development opportunities. From ongoing evidence-based clinical education to dedicated mentorship opportunities and an APTA-accredited Orthopaedic Residency Program, we propel our clinicians toward excellence in physical therapy, occupational therapy, speech-language pathology, and athletic training.

As we aim to be the go-to rehabilitation provider, we seek committed professionals eager to join us in that mission. A career with PT Solutions is an opportunity to shape the industry and make a lasting impact. 

Let’s go further together and transform care. Join the #PTSLife today! 

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