Patient Access Team Lead

Position Title: Patient Access Team Lead

Reports to: Patient Access Team Manager

Job Status: Full-Time

FLSA Status: Non-Exempt

Position Summary: Lead for the Patient Care Team; be a part of the interviewing, hiring, training, scheduling, and monitoring of staff. Attend meetings and respond timely to all requests, including completion of matters referred to the lead. Identify performance deficiencies and opportunities and implement action plans as appropriate. Effectively maintain a work environment which promotes communication to stimulate the morale, engagement, and growth of the Patient Care Team. Other duties as assigned.

Essential Functions: To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions.

· The ability to Train new Patient Care Coordinators, develop, motivate, and assist existing Patient Care Coordinators in reaching new levels of skills, knowledge, and attitude. Effectively maintain a work environment which stimulates and motivates morale, engagement, and growth of the team. Identify performance deficiencies and opportunities and implement action plans as needed.

· Assist with answering incoming calls during daily operational hours

· Assist with onboarding new employees and conduct training sessions for New Hires

· The ability to work on-site as needed

· Conduct refresher training as needed

· Oversee and assist in the Patient Care Coordinator Team chats

· Review and respond timely to requests, including emails, telephone calls, issues, research, and resolution as needed by staff, management, and patients. Timely completion of matters referred to the Supervisor or Management.

· Effectively communicate and interact with the Patient Care Coordinators, providers, management, and patients. Conduct, attend and participate in meetings, conference calls and training sessions.

· Oversee the incoming referral and intake process, make timely recommendations, and tweaks to improve efficiency.

· Identifying operational improvements; monitor workflow, assign tasks, goals, and objectives.

· Monitoring performance dashboards and workload distribution, providing feedback to management

· Offering NON-disciplinary quality feedback and flagging trends or concerns

· Acting as the daytime point person for frontline questions

· Monitoring AI systems for timely routing and completion

· Coordinate work activities to achieve the volume expected to meet operational requirements; schedule and monitor daily team performance.

· Other duties as assigned

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

· Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Abides by all attendance guidelines set forth in the company handbook

· Dependability - Follows instructions, responds to management direction; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.

· Team Motivation: Inspires and energizes team members to meet and exceed goals.

· Coaching & Development: Provides constructive feedback, identifies training needs, and supports employee growth.

· Conflict Resolution: Manages interpersonal issues and resolves team conflicts professionally.

· Clear Verbal & Written Communication: Articulates expectations, processes, and feedback effectively.

· Active Listening: Demonstrates empathy and understanding when speaking with both team members and patients.

· Interpersonal Skills: Builds rapport and maintain professional relationships with staff

· Performance Monitoring: Tracks team metrics (AHT, CSAT, FCR, etc.) and identifies trends (when required)

· Quality Assurance: Reviews calls, provides feedback, and ensures compliance with standard (when required)

· System Proficiency: Strong knowledge of CRM platforms, phone systems, and other call center technologies.

· Process Improvement: Identifies inefficiencies and contributes to process optimization.

· Multi-tasking: Juggles priorities in a fast-paced environment.

Education and Experience:

· High School diploma and/or equivalent education

· 3 Years of Medical Call Center Experience Required

· Supervisory experience or demonstrated leadership abilities preferred

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

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 accommodation may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include Close vision and Distance vision. While performing the duties of this job, the employee is frequently required to stand; walk; sit and talk or hear.

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Profit sharing
• Referral program
• Tuition reimbursement
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Call center: 3 years (Required)

Work Location: In person