Pat Access Rep Lead

Children's Wisconsin•Milwaukee, WI

About The Position

Children’s Wisconsin is a nationally recognized health system dedicated to children’s health and well-being. The Patient Access team is often the first point of contact for patients and families. The Patient Access Coordinator Lead supports operational excellence and helps create an exceptional experience by combining team leadership, problem-solving, training, and patient advocacy. The role serves as a resource and mentor for Patient Access Representatives and partners with department leadership to coordinate staffing, scheduling, workflows, and operational support across multiple service areas. It also supports patient registration, accurate collection and verification of demographic and insurance information, revenue cycle quality, HIPAA compliance, and use of Epic and other technology platforms. The lead assists with onboarding, training, and staff development; contributes to process improvement through data and performance analysis; and collaborates with clinical teams and colleagues across the organization. The schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m., with occasional on-call weekends and a scheduled holiday on-call rotation.

Requirements

High school diploma, GED, or HSED.
At least 3 years of Patient Access or healthcare-related experience.
Strong customer service, communication, and conflict-resolution skills.
Proficiency with Microsoft Office applications and data entry systems.
Ability to multitask, prioritize, and thrive in a fast-paced healthcare environment.

Nice To Haves

Associate's or bachelor's degree.
Epic experience.
Previous experience training, mentoring, or leading team members.

Responsibilities

Serve as a resource and mentor for Patient Access Representatives.
Partner with department leadership to coordinate daily staffing, scheduling, workflow management, and operational support.
Ensure appropriate coverage across multiple service areas and support frontline operations as needed.
Communicate staffing updates, schedule changes, and coverage needs to team members.
Welcome and assist patients and families with professionalism, empathy, and compassion.
Guide families through registration and support them throughout their visits.
Collect and verify demographic, insurance, and registration information accurately.
Help minimize registration errors and support smooth movement of patient accounts through the revenue cycle.
Maintain HIPAA compliance and safeguard patient confidentiality.
Use Epic and other technology platforms for registration activities, reporting, and quality initiatives.
Assist with onboarding and training new team members; serve as a preceptor and coach.
Collaborate with leadership and training teams to develop educational resources and maintain department competencies.
Identify process-improvement and staff-development opportunities using data analysis and operational insights.
Participate in special projects, committee work, and departmental initiatives.
Analyze trends and performance metrics to support operational improvements.
Build partnerships with clinical teams and colleagues across the organization to support a seamless patient experience.