Lead Patient Access Coordinator, Neurology

Mass General Brigham•Boston, MA

5d•$21 - $30•Hybrid

About The Position

The Lead Patient Access Coordinator supports daily operations in the Department of Neurology Patient Access Call Center. The role combines patient and provider communications, appointment scheduling, and administrative support with team leadership responsibilities. Working closely with the Patient Access Center Supervisor, the coordinator helps organize workflows and staffing coverage, guides and trains staff, supports performance coaching, and recommends improvements to service quality and operational efficiency. The position also provides operational support when the supervisor is absent and helps ensure compliance with hospital policies, procedures, confidentiality requirements, and service standards. The schedule is Monday through Friday, 8:30 AM–5:00 PM, with a hybrid arrangement of three onsite days and two remote days each week. The position is based at 1620 Tremont Street and is scheduled for 40 hours per week.

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 callers’ 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 inquiries are resolved or escalated in a timely manner.
Use active listening, problem-solving, and de-escalation skills to manage complex calls and support a positive patient experience.
Coordinate daily workflows with the Patient Access Center Supervisor, 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 staff performance monitoring, identify training needs, and provide coaching and development opportunities with the Supervisor.
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.
Provide operational support and assist with daily oversight responsibilities when the Patient Access Center Supervisor is absent.
Maintain compliance with hospital policies, departmental procedures, patient confidentiality requirements, and established service standards.