Lead Patient Access Coordinator

PT Solutions Physical Therapy•Hickory, NC

4d•Onsite

About The Position

The Lead Patient Access Coordinator (Lead PAC) serves as an advanced front-office operations role within high-volume clinics (90+ visits/day) requiring onsite leadership, operational oversight, and performance coaching for 3+ Patient Access Coordinators. The Lead PAC performs all core responsibilities of a Patient Access Coordinator while also ensuring workflow adherence, operational accuracy, schedule optimization, and team development in partnership with clinic and regional leadership.

Requirements

High school diploma or equivalent required.
Must meet all compliance, background check, and onboarding requirements.

Nice To Haves

2+ years of PAC or comparable healthcare front office experience preferred.
Experience with EMR, scheduling platforms, and payment systems preferred.

Responsibilities

Perform all standard Patient Access Coordinator duties, including check-in, check-out, documentation accuracy, POS collections, schedule management, and patient experience tasks.
Serve as the onsite front-office lead responsible for daily workflow execution, staffing awareness, and alignment with operational standards.
Provide real-time coaching, feedback, and training to Patient Access Coordinators to ensure adherence to PT Solutions expectations, behaviors, and standards.
Monitor schedule utilization, attainment, and visit volume and partner with clinicians to optimize daily and future scheduling performance.
Ensure completion of the Patient Check-in Checklist and maintain >98% compliance across all visits.
Escalate operational issues, patient concerns, and scheduling barriers to clinic leadership promptly and professionally.
Maintain daily readiness of the front office, lobby, and patient flow processes.
Support completion of compliance audits, documentation accuracy checks, and revenue-cycle aligned workflows such as insurance verification and authorization follow-up.
Provide coverage for PAC duties as needed, maintaining full competency in all front office responsibilities.
Model PT Solutions behaviors including professionalism, communication, reliability, collaboration, and a patient-first mindset.
Support development of PAC team capabilities through coaching, shadowing, and competency reinforcement.
Maintain 100% onsite presence, 5 days per week, providing consistent leadership coverage.
Ensure disciplined adherence to workflows, documentation standards, and operational compliance.
Partner with clinic and district leaders to address performance trends, staffing needs, and process improvement opportunities.