Team Lead, Patient Access Services (Emergency Dept.)

HHC•Indianapolis, IN

About The Position

The Team Leader, Patient Access Services coordinates functions and activities related to patient access, including front-end customer service, patient registration, on-site insurance verification and financial counseling, Time-of-Service payment collections, and coordination with business partners. The role helps ensure appropriate daily staffing and efficient operations in outpatient clinics and hospital service areas, while performing operational, financial, clerical, and patient access duties. The Team Leader monitors quality and adherence to processes, addresses customer service complaints, and serves as an on-the-job subject matter expert for frontline staff, including training new personnel. The position supports staff education about relevant changes, ensures compliance with Eskenazi Health policies, and may act in the Supervisor’s or Manager’s capacity during their absence. The role also ensures departmental Epic work queues are cleared within established guidelines.

Requirements

Bachelor’s degree preferred, or two years of experience in patient access or a related medical field, or one year of supervisory or management experience.
Possess or complete designated HBI certifications and Indiana Navigator Certification at hire or within the probationary period.
Knowledge of basic functions and processes performed by Epic, ADT Interface, HIM systems, Patient Access systems, and other Revenue Cycle billing information systems.
Ability to work professionally and helpfully with peers, physicians, other hospital employees, and physician office staff.
Strong organizational skills to prioritize work and fulfill requests effectively.
Effective planning and organization skills.
Excellent oral and written communication skills, including the ability to present information to groups of physicians or individuals.
Ability to work as an effective team member.
Ability to work independently and exercise professional judgment to meet daily operational demands.
Basic skills in MS Office.

Nice To Haves

Bachelor’s degree.

Responsibilities

Monitor quality by auditing departmental outputs and ensuring associated processes are followed consistently.
Address and resolve customer service complaints, escalating them to appropriate resources when necessary.
Perform assigned frontline staff functions and serve as an at-the-elbow subject matter expert; train new personnel.
Ensure adherence to Eskenazi Health Administrative and Patient Access Services policies.
Assist the Supervisor and/or Manager in educating staff about changes pertinent to their roles.
Act as Supervisor or Manager in their absence and inform them of issues upon their return.
Communicate effectively and maintain positive working relationships with patients, management, and other employees to promote teamwork, cooperation, and a positive public image.
Manage multiple tasks accurately in short timeframes and work quickly and accurately in a fast-paced environment.
Ensure departmental Epic work queues are cleared within established guidelines.
Help coordinate patient access functions, daily staffing, and efficient operations in outpatient clinics and hospital service areas.
Perform operational, financial, clerical, and patient access duties, including registration, insurance verification, financial counseling, and Time-of-Service payment collection.