Patient Access Lead (Pre-Arrival, Lab, and Rad Registration) - Full Time, Days, Hybrid

Holland Hospital • Holland, MI

1d • Hybrid

About The Position

The Revenue Cycle Lead in Patient Access supports the Supervising Coordinator by providing daily leadership, operational oversight, and frontline support to all Patient Access staff. The Lead serves as the primary operational liaison, supporting real‑time decision‑making, resolving complex workflow issues, and ensuring consistent communication across all shifts. This role promotes smooth, efficient 24/7 operations across all Patient Access functions. The Lead acts as a mentor, resource, and subject‑matter expert while monitoring quality, productivity, adherence to policy, and customer service standards. The position plays a key role in staffing oversight, including timekeeping, schedule coordination, call‑off management, and monitoring overtime to support departmental budgeting goals. The Lead resolves operational issues, facilitates communication between staff and leadership, supports performance improvement efforts, and ensures all Patient Access activities uphold regulatory, payer, and organizational requirements. In the supervisor’s absence, the Lead assumes delegated responsibility for department operations.

Requirements

• High School diploma or GED required.
• HBI Certified Patient Access Specialist (CPAS) required within 6 months of hire.
• 2+ years’ experience in healthcare revenue cycle, registration, scheduling, or insurance verification required.
• Demonstrated leadership, mentoring, and team‑building strengths.
• Proficiency in timekeeping, scheduling, staffing coordination, and maintaining 24/7 operational coverage.
• Ability to interpret staffing needs, manage overtime, and contribute to budget planning.
• Advanced customer service, communication, and interpersonal skills.
• Comprehensive knowledge of payer requirements, regulatory expectations, and Patient Access workflows.
• High-level proficiency with hospital information systems, scheduling platforms, and related applications.
• Strong capacity to multitask, prioritize, and perform well in high‑pressure environments.
• Competence in delivering constructive, objective feedback.
• Effective approach to facilitating conflict resolution among staff.
• High School Diploma/GED or higher education

Nice To Haves

• Experience in workflow troubleshooting, staff mentoring, or operational leadership preferred.

Responsibilities

• Foster a positive, collaborative, and supportive work environment with high morale and accountability to support Patient Access and Pre-Arrival staff.
• Act as a resource for troubleshooting workflow issues, system questions, and escalating concerns as needed.
• Share responsibility for coordinating real-time operational decisions, workflow adjustments, and staff support.
• Maintain Super-User status in key systems and collaborate with department leadership on workflow optimization.
• Participate in interviewing, job shadowing, and selection of candidates.
• Deliver training, education, and onboarding, as well as competency reinforcement for staff for continued staff development.
• Support performance improvement activities and reinforce policy expectations.
• Provide real-time coaching to staff on workflow accuracy and service expectations.
• Assist department leadership with developing, adjusting, and maintaining departmental work schedules.
• Monitor staffing levels and ensure adequate coverage across all Patient Access areas.
• Share responsibility in managing 24/7 call-offs, secure replacements, and adjust staffing assignments as needed.
• Complete or support timekeeping duties including review and correction of timecards.
• Monitor overtime use, manage staffing efficiency, and support budgeting goals.
• Update, track, and monitor staff scheduling system including approving PTO and trade requests.
• Consistently monitors staff productivity and quality and coordinates with Supervising Coordinators to provide feedback to staff concerning performance.
• Provides quality assurance by auditing accounts and phone calls, providing feedback to Patient Access staff to ensure compliance, best practice and Patient Access standards are achieved.
• Ensure consistent, exceptional customer service across all Patient Access functions.
• Demonstrate expert knowledge of all Patient Access and Pre-Arrival workflows.
• Fill staffing roles as needed and independently prioritize work based on department volume and operational needs.
• Complete assigned EHR worklists, reports, and operational tasks.
• Assist the Supervising Coordinator with data collection, project work, and implementation initiatives.
• Serve as the initial point of contact for staff, patient, and workflow escalations.
• Elevate concerns to the leadership team when additional support or decision‑making is required.

Benefits

• Holland Hospital is an Equal Opportunity Employer, please see our EEO policy
• In a word—caring. Here, we not only strive to provide the best possible care to our patients, but also nurture the continued health and wellness of our most valuable asset: our employees. We believe superior service is only possible with a superior workforce. Our collaborative, can-do culture makes all things possible. And, our family-like feel makes Holland Hospital not only a great place to work, but a career that feels like home.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED