Lead Patient Access Coordinator, Neurology

Mass General Brigham•Boston, MA

4d•Hybrid

About The Position

The Department of Neurology Patient Access Call Center at The Brigham and Women's Hospital is seeking an experienced, organized, and service-focused Lead Patient Access Coordinator. This leadership role supports daily call center operations, patient scheduling and communications, and Patient Access Center staff. Working closely with the Patient Access Center Supervisor, the coordinator helps organize workflows, guide and train team members, and identify ways to improve operational efficiency and patient satisfaction. The role also provides operational support and assists with daily oversight when the Supervisor is absent. The position is hybrid, with three onsite days and two remote days each week, Monday through Friday, 8:30 a.m. to 5:00 p.m. It is a 40-hour-per-week regular position. The posted pay range is $20.84–$29.79 per hour.

Requirements

High school diploma or equivalent.
3–5 years of customer service experience.
2–3 years of call center experience.
Strong telephone etiquette and exceptional customer service skills, including the ability to communicate professionally and compassionately with patients, families, and providers.
Excellent verbal and written communication skills, including active listening, conflict resolution, and de-escalation.
Proficiency with computers and customer relationship management (CRM) software, and strong typing skills.
Ability to learn and apply departmental services, scheduling protocols, insurance requirements, and hospital policies.
Strong organizational, time management, and decision-making skills, including the ability to manage competing priorities in a high-volume call center.
Demonstrated ability to lead, mentor, and guide and support colleagues.
Sound judgment, attention to detail, and problem-solving skills when addressing complex patient and operational concerns.
Ability to work independently, collaborate with leadership, and contribute to a positive, team-oriented work environment.

Nice To Haves

Foreign language experience.

Responsibilities

Answer inbound patient and provider calls, assess caller needs, and provide accurate information and assistance in accordance with departmental service standards.
Use Epic to schedule appointments, verify patient demographics and insurance information, enter prescription refill requests, and route clinical messages appropriately.
Coordinate patient and provider communications, address scheduling concerns, and ensure timely resolution or escalation of inquiries.
Use active listening, problem-solving, and de-escalation skills to manage complex calls and deliver a positive patient experience.
Work with the Patient Access Center Supervisor to coordinate daily workflows, adjust staff assignments, and maintain appropriate call center coverage.
Serve as a lead resource for Patient Access Center staff by providing guidance, answering questions, and supporting consistent scheduling and customer service practices.
Assist with recruitment, onboarding, orientation, and training of new team members.
Support the Supervisor in monitoring staff performance, identifying training needs, and providing coaching and development opportunities.
Identify workflow challenges, service quality concerns, and operational inefficiencies, and recommend improvements to productivity and patient satisfaction.
Participate in quality improvement initiatives focused on call center performance, scheduling accuracy, and the patient telephone experience.
Respond to patient complaints and service concerns, facilitating appropriate follow-up and escalation when necessary.
Provide operational support and assist with daily oversight in the absence of the Patient Access Center Supervisor.
Maintain compliance with hospital policies, departmental procedures, patient confidentiality requirements, and established service standards.