Patient Access Lead

Jane Pauley Community Health Center•Indianapolis, IN

3d•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 helps ensure patients receive excellent service while appointments are scheduled efficiently, patient information is verified, and provider access is supported. The lead monitors staff performance, coaches and trains team members, and ensures compliance with organizational policies, scheduling protocols, and patient confidentiality standards. The position has a hybrid arrangement, with the flexibility to work remotely up to two days per week and in the office three days per week. Jane Pauley Community Health Center is a Federally Qualified Health Center delivering integrated care to individuals and families across Indiana, regardless of income or insurance status, with a focus on underserved populations and equitable access to care.

Requirements

High school diploma or equivalent.
Two to five years of relevant experience.
Previous experience in a medical office or healthcare setting.
Knowledge of medical office practices, procedures, and equipment.
Proficiency with computers, 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.
Schedule appointments according to patient preferences and insurance plans, 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 documented accurately, including insurance and patient demographics.
Promote cooperation and helpful behavior.
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 proper scheduling workflows and accurate documentation of procedures.
Supervise and support call center scheduling staff during daily operations.
Provide team members with guidance, coaching, and performance feedback.
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.