Patient Access Lead

Jane Pauley Community Health Center, Inc.•Indianapolis, IN

14h•Hybrid

About The Position

The Patient Access Lead oversees the daily operations of the scheduling call center team at Jane Pauley Community Health Center. The role ensures staff provide excellent customer service while efficiently scheduling appointments, verifying patient information, and supporting provider access. The lead monitors staff performance, provides coaching and training, and ensures adherence to organizational policies, scheduling protocols, and patient confidentiality standards. The position is hybrid, with the flexibility to work remotely up to two days per week and in the office three days per week. It supports the organization's mission of providing integrated, whole-person care to individuals and families across Indiana, regardless of income or insurance status.

Requirements

High school diploma or equivalent.
2–5 years of relevant experience.
Previous experience in a medical office or healthcare setting.
Knowledge of medical office practices, procedures, and equipment.
Proficient computer skills, including Microsoft Office (specifically Word and Excel), electronic medical and health records, and other applications.
Strong leadership and team coaching abilities.
Excellent communication and interpersonal skills.
Knowledge of medical scheduling workflows.
Ability to manage high call volumes and prioritize tasks.
Strong problem-solving and conflict-resolution skills.
Proficiency with EHR systems and call center platforms.
Knowledge of HIPAA and patient confidentiality requirements.

Responsibilities

Assist Patient Access Specialists with answering, triaging, and processing requests for new patient appointments with primary and specialty providers in a timely manner, taking patient preferences and insurance plans into account where appropriate.
Collect and verify patient and insurance demographic information.
Coordinate with primary care and specialty provider offices to transfer required information and support a positive patient experience.
Ensure scheduled appointments are appropriately documented with accurate insurance and patient demographic information.
Promote cooperation and helpful behaviors, share ideas, and participate in performance improvement activities.
Maintain a professional demeanor in communications with departments, customers, peers, and leadership.
Coordinate with the manager to ensure appropriate scheduling workflows and accurate documentation of procedures.
Supervise and support call center scheduling staff during daily operations.
Provide guidance, coaching, and performance feedback to team members.
Assist with onboarding and training new scheduling staff.
Monitor call center workflow and staffing coverage.
Promote a positive and collaborative team environment.
Participate in and facilitate meetings.
Monitor appointment availability and support access improvement initiatives.
Perform other duties as assigned.