Patient Access Team Lead - Patient Registration

Tampa General Hospital•Tampa, FL

About The Position

Under the general supervision of the Patient Access Manager or Supervisor, the Patient Access Team Lead provides operational oversight and frontline leadership within the Patient Access department, following established policies and procedures. The role gathers and records accurate patient demographic, clinical, insurance, and financial information and, depending on the assigned area, supports scheduling, registration, insurance eligibility verification, and authorization processes. Alongside performing Patient Access functions, the Team Lead interviews, hires, schedules, assigns work to, and evaluates Patient Access Specialists. The role coordinates staffing and workflow, coaches staff on quality, productivity, customer service, and professional conduct, and serves as a first-line resource for routine personnel or technical issues. The Team Lead collaborates with clinical and ancillary departments and external partners to support timely access to care and accurate billing. All duties are performed in alignment with Tampa General Hospital’s mission, vision, and values.

Requirements

High school diploma or GED.
Two years of experience in a Patient Access or Accounts setting.
Strong working knowledge of patient scheduling, registration, insurance verification, authorization processes, and financial data collection.
Ability to lead, coach, schedule, assign work to, and evaluate Patient Access staff while supporting departmental goals and performance standards.
Ability to coordinate daily operations, prioritize workload, and manage staffing and workflow to meet service and productivity expectations.
Skill in identifying, investigating, and resolving patient, staff, or process issues independently, with appropriate escalation when needed.
Effective verbal and written communication skills for professional interactions with patients, families, staff, leadership, and external partners.
Commitment to service excellence, quality improvement, and adherence to hospital policies, regulatory standards, and best practices.

Responsibilities

Gather, verify, and record accurate patient demographic, clinical, insurance, and financial information in accordance with departmental policies and procedures.
Oversee daily Patient Access operations, including scheduling, registration, insurance verification, and authorization workflows in the assigned area.
Interview, hire, schedule, assign work to, and evaluate the performance of Patient Access Specialists.
Coordinate staffing and workflow to ensure timely, accurate service delivery and appropriate coverage.
Serve as a first-line resource for staff by resolving routine personnel or technical issues or escalating them to management as appropriate.
Investigate, resolve, and document patient or operational issues in a timely and efficient manner.
Monitor staff performance and assist management with performance improvement initiatives, productivity reporting, and training activities.
Collaborate with medical staff, nursing, ancillary departments, insurance carriers, and external partners to support patient access and financial services.
Provide ongoing coaching and feedback to staff regarding customer service, quality, and professional conduct.
Promote teamwork, accountability, and a positive work environment while performing duties in alignment with Tampa General Hospital’s mission, vision, and values.