Lead Coordinator, Patient Access

NeighborHealth•Boston, MA

3d•$22 - $33•Onsite

About The Position

As one of the largest community health centers in the country, NeighborHealth is proud to serve the greater Boston area with a strong commitment to the health and well-being of our patients and communities. Whether you're a nurse or physician providing direct care, a manager leading dedicated teams, or part of the essential support staff who keep our operations running smoothly — every role at NeighborHealth is vital. Together, we’re advancing medicine and delivering the best care experience for our patients and community! The Patient Access Lead provides daily operational support and leadership to registration staff, ensuring efficient patient flow, accurate registration, and excellent customer service across assigned clinical areas. This role supports staff onboarding, training, scheduling, and workflow coordination while serving as a liaison between Patient Access and clinical teams. The Patient Access Lead utilizes advanced EPIC EMR knowledge, maintains compliance with policies and confidentiality standards, and assists the Supervisor with staffing coverage, performance feedback, and process improvement initiatives.

Requirements

High School graduate or equivalent
Minimum of 3 to 5 years experience in a medical office setting
Knowledge of managed care, the various insurance plans, registration practices and protocols
Understanding of and experience with NeighborHealth systems, processes, policies and procedures a plus
Utilizes advanced EPIC EMR knowledge
Strong initiative and leadership skills
Exceptional customer service and problem solving skills
Excellent communication and interpersonal skills
Strong organizational and time management skills
Strong computer skills
Demonstrates ability to work in a fast paced environment performing multiple tasks simultaneously

Nice To Haves

Understanding of and experience with NeighborHealth systems, processes, policies and procedures a plus

Responsibilities

Acts as a mentor to new and existing registration staff.
Works with supervisor to orient and train new staff to department policies, procedures, and workflow.
Demonstrates excellent leadership in all areas of responsibility for Patient Access Coordinators
Coordinates the day-to-day workflow for assigned clinical areas. This includes the registration of patients to ensure efficient patient flow.
Manages workload for line staff and adjusting staffing levels to meet the needs of the clinical areas
Displays superior customer service skills. Assists patients to resolve complaints or concerns. Reports all incidents to supervisor. Always maintains patient confidentiality.
Maintain cash handling in accordance with department and health center policies and procedures.
Demonstrates initiative, reliability, flexibility, and organizational skills.
Demonstrates substantial knowledge of all the registration departments to ensure proper information is forwarded to staff as needed.
Monitor all incoming electronic faxes and ensure the schedule for fax processing is properly assigned; verify document accuracy and timely distribution, and arrange appropriate coverage to maintain continuity during absences
Utilizes advanced EPIC EMR knowledge to support onboarding, training, and daily oversight of registration staff, ensuring accurate documentation, compliance, and efficient patient flow
Oversee and verify the completion of the previous day’s checkout report, ensuring accuracy and timely resolution of any discrepancies.
Routinely scrub provider schedules to ensure correct appointment types, accurate patient information, and the resolution of any booking errors before the day of care
Demonstrates excellent communication skills. Promotes clear and concise communication between staff to achieve a healthy and effective atmosphere within the department. Promotes a sense of teamwork within the department.
Provides evening/floating holiday coverage on a rotating basis.
Responsible for coordinating the maintenance, troubleshooting, and obtaining servicing for all printers, fax machines, and copiers in the Practice Team by processing work orders to facilities and IT
Oversee the functionality and readiness of all iPads used for patient questionnaires, ensuring they are fully charged, operational, and available for use each day.
Follows departmental guidelines for emergency situations. Interpreting skills used appropriately within all practices as needed.
Participate in the planning of continuous improvement in skill development and training for all registration staff and any other staff performing a registration function.
Participates in departmental process redesign, quality assurance activities, and special projects as assigned. Act as a liaison between Patient Access departments and the clinical team. Reports any relevant issues to the supervisor
Carries change and make rounds as needed to ensure the departments are running smoothly. Addresses any concerns or feedback from staff and/or patients
Provide feedback to the Supervisor regarding staff as part of their development or performance reviews. Recognizes issues pertaining to staff and brings them to the attention of the leadership team for proper resolution. This may include attendance and punctuality issues, dress code, non-compliance or work-related issues. Forwards feedback and/or letters from staff. Updates supervisor of new workflows or workflow ideas.
Attends safety committee walk-throughs, drills and/or meetings as needed and requested by Supervisor. Assist Supervisor with approving time off for staff. Assist Supervisor with the staff schedule to coordinate coverage
Coordinates the ordering of office supplies for assigned clinical areas through Supervisor
Assumes additional responsibilities during Supervisor’s absence, as requested.