Patient Access Representative Team Lead

New Jersey Urology•Old Bridge, NJ

1d•Onsite

About The Position

The Lead Patient Access Representative (Lead P A R) performs all standard P AR duties while providing daily training, coaching, and scheduling support to the front-desk team. This role serves as a subject-matter expert in urology-specific workflows, including sensitive patient interactions, procedural scheduling, and insurance requirements, and acts as the first-line escalation point for P ARs before an issue reaches the Practice Manager.

Requirements

High school diploma or equivalent required
Three to five years of medical front-office experience
Working knowledge of urology procedures, terminology, and insurance/prior authorization requirements.
High emotional intelligence and discretion in handling sensitive patient situations.
Strong leadership, coaching, and problem-solving skills.
Proficiency in EMR/EHR systems and scheduling platforms.

Nice To Haves

associate degree or higher preferred
Prior experience in urology, surgical specialty, or procedural practice strongly preferred.
Previous lead or mentoring experience preferred.

Responsibilities

Perform all Patient Access Representative duties, including check-in/check-out, scheduling of visits and procedures, insurance verification, and collection of patient payments.
Provide compassionate, discreet service when supporting patients with sensitive urologic conditions.
Serve as the front-line escalation resource for P ARs on patient concerns, complex scheduling, or insurance questions.
Train and onboard new P ARs on front desk workflows, procedures, and terminology.
Provide real-time coaching on handling sensitive patient interactions and maintaining patient dignity.
Build and maintain P AR schedules to ensure adequate front-desk coverage.
Identify and flag staffing gaps or coverage risks to the Practice Manager, coordinating PTO requests with PM.
Oversee daily front desk operations, ensuring efficient patient flow for both office visits and procedural schedules.
Coordinate complex scheduling templates involving providers, procedure rooms, equipment, and prep requirements.
Support prior authorization workflows for imaging, procedures, and specialty medications commonly used in urology.
Identify and resolve operational bottlenecks (e.g., procedure delays, patient flow challenges).
Uphold HIPAA compliance and heightened privacy standards given the sensitive nature of urology care.
Support audits involving registration, documentation, and billing accuracy.