Patient Access Team Lead
About The Position
The Patient Access Team Lead provides day-to-day operational leadership and workflow coordination for hospital-based patient access operations across assigned areas, which may include the Emergency Department, main registration, admitting, and payer notification workflows. The role serves as a subject-matter expert and first point of escalation for complex registration, insurance, authorization, and patient account issues. The Team Lead supports staff with real-time guidance and issue resolution to help ensure timely, accurate access activities and a positive patient experience, while collaborating with supervisors and managers to support operational continuity, service quality, and adherence to policies and procedures. The position is based at St. Luke's Health–Sugar Land Hospital, a 100-bed facility serving Fort Bend County and Southwest Houston. The hospital offers services including heart care, neuroscience, robotic surgery, and a Family Birthing Center. The Team Lead demonstrates accountability for relationship-based care, the organization's mission, and its core values.
Requirements
- High school diploma or GED required.
- Three to five years of experience in patient access, healthcare registration, admitting, or a related hospital-based access role.
- Prior experience functioning in a senior, advanced, or lead capacity within patient access or registration.
- Experience supporting hospital-based access areas, including the Emergency Department, main registration, admitting, or related workflows.
Nice To Haves
- Bachelor's degree in business management, healthcare administration, or a similar field.
- Experience using electronic health record systems such as Epic and/or Meditech.
Responsibilities
- Provide real-time operational oversight and workflow coordination for patient access activities across assigned hospital access areas.
- Coordinate daily work assignments, task distribution, and area coverage to support patient flow, service standards, and operational continuity.
- Serve as the first point of escalation for complex registration, insurance verification, authorization, and patient financial issues, ensuring timely and appropriate resolution.
- Perform complex patient registration, insurance verification, authorization, and financial clearance activities as needed.
- Communicate patient financial responsibility, payment options, and available financial assistance resources, as appropriate.
- Provide guidance, coaching, and real-time support to Patient Access Representatives, Financial Counselors, and Eligibility staff.
- Support onboarding and training reinforcement through knowledge transfer, workflow clarification, and peer support.
- Collaborate with clinical teams, revenue cycle partners, and ancillary departments to resolve access-related issues and reduce delays in care or account processing.
- Monitor workflows for operational risks, delays, or recurring issues and escalate systemic concerns to leadership as appropriate.
- Reinforce adherence to organizational policies, regulatory requirements including EMTALA and privacy standards, and patient access procedures.
- Assist with patient complaints or concerns related to access and registration processes in accordance with established procedures.
- Participate in team meetings, shift handoffs, and operational communications to support continuity and information flow.
- Promote a professional, respectful, and service-oriented environment that supports patient experience and team effectiveness.
- Demonstrate accountability for relationship-based care, the organizational mission, and core values.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
