Lead Patient Access Advocate

Intuitive Health•Hilton Head Island, SC

About The Position

The Lead Patient Access Advocate leads and supports Patient Access Team operations and performance, including daily operational oversight, accountability, process improvement, and collaboration with others. The role provides leadership with feedback on registration processes and staffing, supports compliance with department policies and procedures, and assists with staffing, report reconciliation, and other duties as assigned. The advocate models patient experience expectations and helps maintain a welcoming, professional, and respectful environment for patients and employees. The role performs Patient Access duties such as insurance-benefit verification, patient check-in and check-out, and collecting copayments, coinsurance, and deductibles. It also manages schedules and coverage, trains and mentors staff, participates in hiring and onboarding, conducts new-hire reviews, handles daily reconciliations, and supports downtime processes. The position assists with patient concerns and complaints, coordinates workflows with the hospital partner, and follows HIPAA and company policies. Hours and scheduling may vary based on operational needs, including rotating shifts, standby, AA, or on-call coverage.

Requirements

High school diploma or GED.
At least 2 years of experience in a medical office setting.
Familiarity with health insurance and the insurance verification process.
Experience with patient registration or medical record systems.
Computer literacy, including Word, Excel, and Outlook.
Ability to multitask and prioritize multiple demands effectively.
Exceptional communication and customer service skills.
Solid work history.
Flexibility with hours; staffing of 24/7 units may require flexibility.

Nice To Haves

A 2- to 4-year college degree in Business, Accounting, Medical Administration, or a related area.
At least 2 years of experience in a supervisory or lead role.

Responsibilities

Lead daily Patient Access operations and support team performance accountability and operational excellence.
Provide leadership with feedback about daily registration processes and staffing issues.
Assist the Patient Access team as needed to ensure compliance with department policies and procedures.
Assist leadership with staffing, report reconciliation, and other assigned duties.
Model patient experience expectations and ensure the team adheres to them.
Drive Patient Access metrics, including Callbacks, Bedside, NPS, and RQA.
Maintain a friendly and respectful Patient Access environment.
Verify benefits; check patients in and out; and collect copayments, coinsurance, and deductibles.
Create and maintain the Patient Access schedule for the assigned location.
Cover staffing gaps when coverage is unavailable.
Train and mentor new Patient Access staff.
Assist leadership with interviewing candidates and prepare appropriate access for new hires.
Complete first 90-day reviews for new hires.
Implement Patient Access policies and procedures with input from leadership.
Reconcile cash intake, credit card receipts, patient petty cash, and bank deposits daily.
Reconcile ED Acknowledgment Forms daily.
Conduct quarterly Patient Access staff meetings.
Work all assigned downtimes, maintain the Downtime Binder, and reconcile and backload patient information.
Ensure staff are trained in downtime processes.
Ensure patient records are accurate and complete.
Assist the leader in ensuring personnel follow department policies and procedures.
Provide patients and families with a customer-focused, friendly, reassuring, and open environment.
Assist in resolving patient concerns and attempt to address complaints promptly using de-escalation techniques.
Manage conflict and request leadership assistance when appropriate.
Coordinate workflow processes with the hospital partner as needed.
Follow HIPAA policies and procedures and enforce company policies.