Patient Access Representative (PAR) - Team Lead

Join Our Team and Grow Your Career

Do you want to advance your career? UBMD Pediatrics is seeking our next valued employee. If you are ready to take the next step in your career, UBMD Pediatrics is the place for you. We offer a competitive salary, comprehensive benefits, and a strong commitment to work-life balance. This is a chance you don't want to miss!!! UBMD Pediatrics is committed to providing excellent care for children and building strong relationships with families. We're looking for an enthusiastic Patient Access Representative (PAR) - Team Lead to join our team and make a difference in the lives of our patients.

About UBMD Pediatrics

UBMD Pediatrics is one of 18 practice plans within UBMD Physicians’ Group, the single largest medical group in Western New York. We provide premier health care to infants, children, adolescents and adults. In addition to primary care pediatrics, we have 18 pediatric subspecialties. Our physicians make up the academic teaching faculty within the Department of Pediatrics at the Jacobs School of Medicine and Biomedical Sciences at the University of Buffalo and at Oishei Children’s Hospital. For more information regarding UBMD Pediatrics, please visit www.UBMDPediatrics.com.

Why You'll Love Working Here

• Be part of a team: We are dedicated to providing exceptional care and fostering a supportive, collaborative work environment.
• Make a difference: You'll play a vital role in shaping patient experiences and supporting their health journey.
• Work-life balance: Enjoy a generous PTO plan, no weekends or holidays, Flexible hours and pre-scheduled hybrid work options.
• Competitive benefits: Includes medical, dental, vision, 401(k) with employer contribution, paid time off, and more (details below).
• Supportive Environment: Collaborative work environment with opportunities for professional growth.

The Patient Access Representative Team Lead is a subject matter expert (SME) for patients, families, providers, faculty, and staff across the Gastroenterology and Nephrology divisions within UBMD Pediatrics. The Team Lead provides operational leadership and support to ensure efficient clinic operations, continuity of patient care, and provider productivity. This role coordinates workflows, staffing support, and cross-departmental collaboration across assigned pediatric divisions. The Team Lead also assists additional pediatric divisions as operational needs arise.

This non-managerial leadership role centers on operational support, technical expertise, and peer guidance. The Team Lead actively assists divisional colleagues and clinical teams by identifying issues and delivering real-time solutions. Through respectful collaboration and clear communication, they promote service consistency, workflow efficiency, and first-contact resolution across all interaction channels. The Team Lead works closely with the Division Chiefs, UBMDP Director of Clinical Operations, Manager of Clinical Affairs, and Manager of Administrative Affairs to support efficient clinic operations, staff development, and a positive work environment.

This role requires strong organizational skills, attention to detail, cultural awareness, and the ability to manage multiple responsibilities while maintaining patient confidentiality in a fast-paced healthcare setting.

CORE RESPONSIBILITIES:

Communication

• Promote clear, timely and professional communication with patients, families, providers, division leadership, and external partners.
• Foster collaboration and coordination with patients, families, providers, division leadership, and external partners to support efficient operations and positive patient experiences.
• Serve as a communication conduit to clinical teams regarding provider schedule changes, including add-on clinics, patient additions, and cancellations.
• Collaborate with other Team Leads and leadership to exchange best practices, promote consistency, and strengthen cross-divisional coordination.
• Promote and uphold a positive, professional, and safe work environment.
• Facilitate open dialogue by leading or participating in huddles, check-ins, and meetings.

Operational Leadership & Workflow Oversight

• Act as a hands-on resource for divisional PARs and support staff, providing real-time guidance, technical expertise, and clarification on workflows and processes.
• Conduct regular check-ins with all team members to identify operational issues, assess support needs, and gather feedback—sharing key insights with the Manager of Clinical Affairs
• Provide operational coverage and support during staffing gaps, call-offs, or high-volume clinic days across assigned divisions or as requested by leadership.
• Create and coordinate staffing workflow schedules to support operational efficiency and balanced workload distribution across the team.
• Address and resolve operational challenges when possible and follow the established chain of command for escalation of issues when appropriate.
• Maintain awareness of updated workflows, policies, and operational procedures to ensure staff awareness, adherence, and consistency.
• Ensure process changes are communicated to relevant team members
• Actively identify workflow obstacles and collaborate on solutions that improve the overall experience for patients and providers
• Actively participate in monthly divisional and cross-divisional meetings to exchange updates and explore opportunities for collaboration.
• Support the Manager of Clinical Affairs in organizing daily and weekly staff schedules to maintain appropriate coverage and operational continuity

Patient Care Continuity & Access

• Oversee daily patient access workflows across assigned divisions, ensuring accurate, timely and complete collection and documentation of essential information for scheduling, pre-registration, insurance verification, authorizations, and referrals prior to scheduled visit.
• Support staff in resolving patient scheduling or workflow challenges that may impact patient care.
• Monitor referral processing to ensure referrals are completed accurately and in a timely manner.
• Track time to next available appointment and collaborate with leadership to address access gaps.
• Monitor phone call volume and ensure voicemails are returned promptly.
• Provide oversight and guidance to ensure accurate collection and entry of patient information in the Electronic Medical Records (EMR) and other required systems in accordance with organizational standards.

Insurance Eligibility, Authorizations, and Financial Oversight

• Provide oversight and training to staff while partnering with the billing department to stay up to date on insurance company changes, ensuring accurate and compliant workflows.
• Provide oversight to ensure all insurance verifications, authorizations, benefit confirmations, and entry of insurance information are completed accurately and in accordance with organizational and payer requirements prior to services.
• Discuss common financial matters, such as past due balances, self-pay options and no-show fees.
• Identify and escalate complex or unresolved insurance-related issues to the billing department for timely follow-up and resolution.

Appointment Scheduling

• Remain up to date with all scheduling requirements and changes and relay pertinent information to their assigned teams to maintain consistent and accurate scheduling operations.
• Collaborate with clinical leadership to build, update, and refine provider templates, ensuring alignment with operational needs and patient scheduling efficiency.
• Monitor patient-initiated appointment changes in the scheduling platform and coordinate timely follow-up.

Medical Records and Health Insurance Portability and Accountability Act (HIPAA)

• Maintain a comprehensive understanding of medical records request protocols and provide PARs with guidance when needed to ensure compliance.
• Provide guidance and training to PARs to ensure required medical records are collected and entered into the system prior to patient visits, supporting operational, clinical, and billing accuracy.
• Maintain a thorough understanding of HIPAA standards and protocols and help to monitor PARs’ adherence to these standards.
• Report any compliance or documentation concerns to Clinical Operations Leadership.

Customer Service

• Promote and demonstrate excellent customer service.
• Monitor PARs interactions with patients to ensure consistent delivery of high-quality service
• Provide coaching and guidance to staff on best practices for patient communication and service excellence.
• Track recurring patient concerns and collaborate with leadership to implement process improvements that enhance the patient experience.
• Act as the initial point of contact for patient concerns and escalate unresolved or complex issues through the established chain of command.

Training & Workflow Development

• Facilitate divisional onboarding and training for newly hired PARs to ensure they are fully equipped to perform their roles accurately and efficiently.
• Provide ongoing guidance and support to staff, reinforcing adherence to protocols and best practices
• Oversees cross-training and cross-coverage efforts to ensure staffing flexibility and consistent patient service across divisions.
• Identify training needs, gaps, or areas for workflow improvement and collaborate with clinical operations leadership to implement solutions.
• Complete all required training within designated timeframes and actively support team compliance with training expectations.

Administrative Functions

• Provide oversight for timely and organized processing of incoming mail, faxes, and electronic referral requests for assigned divisions, and guide PARs in completing general office and administrative duties.
• Assists the Manager of Administrative Affairs with providing administrative support to the Division Chiefs and Medical Directors to support departmental operations and organizational priorities.

REQUIREMENTS:

• Strong organizational and time-management skills
• Demonstrated capacity to work independently and in team-oriented environments
• Collaborative approach when working with clinical operations, billing, and administrative teams
• Ability to handle sensitive confidential information and maintain confidentiality
• Empathy, professionalism, and ability to support a diverse patient population and workforce
• Maintain high standards of accuracy, thoroughness, and attention to detail

QUALIFICATIONS:

• Minimum of 2 years of experience working in a healthcare setting: Patient access, front desk, medical reception, or billing strongly preferred.
• Demonstrated knowledge of scheduling, insurance verification, and patient intake workflows.
• High School Diploma or equivalent, additional education is a plus.
• Strong familiarity with medical terminology and HIPAA.
• The candidate must have a solid working knowledge of major insurance types (commercial, Medicare, Medicaid, HMOs, PPOs, etc.) and basic comprehension of billing cycles, authorization processes, and common reimbursement practices. Ability to navigate insurance portals and verify eligibility.
• Previous experience working with electronic medical record (EMR) systems.
• Excellent written and verbal communication skills.
• Ability to multitask, prioritize workload, and work efficiently under pressure.
• Demonstrated attention to detail and accuracy.
• Commitment to cultural sensitivity, discretion, and confidentiality when handling patient information.
• Leadership experience preferred, with the ability to effectively guide, support, and motivate a team.

Benefits Package Details

With a competitive salary, comprehensive benefits, and a strong commitment to work-life balance, this is an opportunity you won't want to miss. When you join UBMD Pediatrics as a contributing member of our team, you can expect to receive:

• Healthcare Benefits: Includes comprehensive Medical, dental, and vision insurance for you to choose from.
• Robust Benefits: 401(k) with employer contribution. Flexible spending account, Health savings account, Life insurance.
• Paid Time Off (PTO): Generous Paid Time Off package
• Work-Life Balance: No overnight, holiday, or weekend shifts.
• Professional Growth: Opportunities for advancement and professional development in a supportive environment.

Where We Work:

Our new building is located in the heart of the Buffalo Niagara Medical Campus. We have access to secure and safe ramp parking as well as street parking, convenient access to nearby Allen/Medical Campus metro station as well as NFTA bus routes, park-and-ride, and easy highway access.

Ready to Make a Difference?

We invite you to submit your application, including a resume and cover letter highlighting your skills and passion for patient care. Join UBMD Pediatrics and be a part of a team that makes a difference in the lives of children and families every day.

Pay: $23.00 - $24.00 per hour

Expected hours: 37.5 per week

Benefits:

• 401(k)
• AD&D insurance
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Opportunities for advancement
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $23 - $24