Customer Service Representative - Patient Registration Team Lead
About The Position
The Patient Access Lead Customer Service Representative supports patient experience and team performance at Ascension St. Vincent Indianapolis Emergency Department. The role serves as a resource for team members and helps ensure operational excellence across patient access functions. It combines customer service and patient concern resolution with team guidance, workflow oversight, quality standards, and continuous improvement. The position works a day shift and requires adapting to multiple functional areas based on business needs. The role monitors performance, schedules, productivity, and registration workflows; supports team member training and development; completes worklists and reports using registration and billing systems; and communicates with leadership and cross-functional departments. It also helps foster a collaborative, positive, and high-performing team environment.
Requirements
- High school diploma or GED, or equivalent experience.
- Minimum of 4 years of relevant experience.
- Strong customer service and communication skills.
- Ability to multitask and prioritize in a fast-paced environment.
- Experience maintaining confidentiality and handling sensitive information.
Nice To Haves
- Experience in patient access or healthcare operations.
- Leadership, mentoring, or team support experience.
Responsibilities
- Support and guide team members to promote success, development, and engagement.
- Monitor team performance, schedules, productivity metrics, workflows, and trends to help meet departmental goals.
- Deliver customer service and resolve patient concerns with professionalism and empathy.
- Ensure registration workflows, processes, policies, and quality standards are followed consistently.
- Identify opportunities for improvement and serve as a partner to leadership.
- Assist with training, onboarding, and development of team members.
- Resolve patient and team member issues using sound judgment and professionalism.
- Complete daily worklists and generate reports using registration and billing systems.
- Communicate effectively with leadership and cross-functional departments.
- Adapt to multiple functional areas based on business needs.
- Support quality assurance initiatives and continuous improvement efforts.
- Help maintain a positive, motivated, collaborative, and team-oriented work environment.
Benefits
- Competitive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
