Patient Access Team Lead

CommonSpirit Health • Sugar Land, TX

3d

About The Position

St. Luke's Health–Sugar Land Hospital is a 100-bed facility serving Fort Bend County and Southwest Houston, with services ranging from heart care and neuroscience to robotic surgery. The hospital’s Family Birthing Center provides care in a spa-like setting.

The Patient Access Team Lead provides day-to-day operational leadership and workflow coordination for hospital-based patient access operations in 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 escalation point for complex access issues, while providing real-time guidance to staff and helping ensure accurate, timely access activities and a positive patient experience. The Team Lead works with supervisors, managers, clinical teams, revenue cycle partners, and ancillary departments to support operational continuity, service quality, and compliance with policies and procedures.

Requirements

• High school diploma or GED, General Studies, required upon hire.
• 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.
• Demonstrated 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 coordinate patient access workflows 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, and 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 resolving patient complaints or concerns related to access and registration processes according to established procedures.
• Participate in team meetings, shift handoffs, and operational communications to support continuity and effective information flow.
• Promote a professional, respectful, and service-oriented environment that supports patient experience and team effectiveness.
• Demonstrate personal accountability for relationship-based care, the organizational mission, and core values.

What This Job Offers

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