Patient Access Coordinator Lead, Customer Service
About The Position
R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration. Location: Ascension Dell Children’s Medical Center, Austin, TX Work Schedule: Emergency Department, Sunday – Tuesday 6pm – 6am & Wednesday 6pm – 12am On call as needed The Patient Access Team Lead is responsible for overseeing daily workflow, supporting front-end registration and verification processes, monitoring staff productivity, and ensuring compliance with operational, financial, and documentation standards. This role provides real-time guidance to associates, helps resolve workflow barriers, and promotes accurate, timely, and patient-centered service delivery. Provide exceptional customer service and assist patients and families with the check-in process, working across multiple computer systems to register patients efficiently Answer phones and gather accurate patient information quickly in a fast-paced environment Support timely access to care by minimizing delays in registration and answering questions with confidence, clarity, and compassion Build trust with patients during moments when they may be ill, anxious, confused, or overwhelmed Navigate diverse insurance plans and coverage details, enter demographics and medical data, collect co-pays, and provide cost estimates when applicable Collaborate with nurses, physicians, and care teams to ensure smooth patient flow
Requirements
- Exceptional customer service experience
- Leadership skills
- Communication skills
- Interpersonal skills
- Strong composure and professionalism in a fast-paced environment
- Ability to multitask and prioritize quickly with high attention to detail
- Comfortable with shifting priorities based on patient needs
- High School Diploma or GED
- Ability to pass a background check
- Ability to pass a drug test
- Ability to meet vaccination requirements
Nice To Haves
- Experience with patient access
- Medical registration experience
- Insurance verification experience
- Front desk experience
Responsibilities
- Overseeing daily workflow
- Supporting front-end registration and verification processes
- Monitoring staff productivity
- Ensuring compliance with operational, financial, and documentation standards
- Providing real-time guidance to associates
- Helping resolve workflow barriers
- Promoting accurate, timely, and patient-centered service delivery
- Assisting patients and families with the check-in process
- Working across multiple computer systems to register patients efficiently
- Answering phones and gathering accurate patient information quickly in a fast-paced environment
- Supporting timely access to care by minimizing delays in registration
- Answering questions with confidence, clarity, and compassion
- Building trust with patients during moments when they may be ill, anxious, confused, or overwhelmed
- Navigating diverse insurance plans and coverage details
- Entering demographics and medical data
- Collecting co-pays
- Providing cost estimates when applicable
- Collaborating with nurses, physicians, and care teams to ensure smooth patient flow
Benefits
- Competitive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
