Pat Access Rep Lead

Children's Hospital and Health System•Milwaukee, WI

About The Position

Children’s Wisconsin is seeking a Patient Access Coordinator Lead to support its Patient Access team, which serves as a first point of contact for patients and families. The role combines team leadership, problem-solving, training, and patient advocacy to help families access care seamlessly and to support operational excellence across the healthcare system. The Lead mentors Patient Access Representatives and partners with department leadership on staffing, scheduling, workflows, and operational support across multiple service areas. The position also helps patients and families through registration, verifies demographic and insurance information, supports revenue-cycle accuracy, protects confidential information, and uses Epic and other technology platforms for registration, reporting, and quality initiatives. The role supports onboarding, training, coaching, and competency development; contributes to process improvement, projects, committees, and departmental initiatives; and collaborates with clinical teams and colleagues across locations. 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. The position may require support across various shifts and locations.

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 work effectively in a fast-paced healthcare environment.
Ability to support various shifts and locations, and to meet weekend, holiday, and on-call needs when required.

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.
Coordinate daily staffing, scheduling, workflow management, and operational support with department leadership.
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 the smooth progress 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.
Use data analysis and operational insights to identify process-improvement and staff-development opportunities.
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.