Team Lead Patient Access

Akron Children's Hospital•Akron, OH

2d•Onsite

About The Position

The Team Lead Patient Access coordinates daily operations and workload distribution within the Patient Access department under the guidance of the Supervisor. The role mentors team members, supports workflow compliance, and helps maintain accurate and timely data. The Team Lead provides staffing coverage as needed and supports smooth patient flow and communication across departments. This is a full-time, 40-hour-per-week onsite position with variable days, 11 a.m.–7:30 p.m., including every other weekend and every other holiday. The role supports four departments: MV ED, MV Outpatient, AK ED, and Admitting.

Requirements

High school diploma or equivalent required.
Minimum of 3 years of relevant experience required.
Experience in the medical field in registration, insurance verification/pre-certification, patient accounts, billing, and/or customer service departments in service industries preferred.
Strong verbal and written communication skills for interacting with patients, staff, and healthcare providers.
Ability to manage multiple tasks, prioritize workload, and support efficient operations.
Ability to address and resolve issues in patient access processes.
Accuracy in patient information and registration processes.
Ability to provide a supportive and understanding environment for patients.
Ability to collaborate with healthcare professionals and lead a team effectively.
Self-direction to prioritize and accomplish job responsibilities.
Ability to maintain confidentiality related to patients and families.
Proficiency in Microsoft Office Suite, including Outlook, Word, and Excel.
Trained and actively able to cover MV ED, MV Outpatient, AK ED, and Admitting.
Certifications may offset one year of required experience when combined with at least one year of relevant medical experience.
No supervisory experience required.

Nice To Haves

Experience with Epic.
Medical terminology knowledge or completed coursework in medical terminology.
Knowledge of ICD-CM or CPT codes.
Certified Healthcare Access Associate (CHAA), Certified Revenue Cycle Representative (CRCR), or certification in a revenue cycle-related area, such as Certified Coder or Medical Assistant.
Team Lead experience in hospitality, entertainment, retail, or similar service industries.
Two years as a Patient Access Lead at ACH.

Responsibilities

Ensure adherence to Patient Access workflows, including timely and accurate registration, insurance verification, estimate generation, patient communication, and payment collection.
Provide operational support across Emergency Departments, Outpatient, Urgent Care, and Admitting, performing virtual or in-person registrations and Notifications of Admission as needed.
Manage staff assignments and shift coverage to maintain efficient patient flow across registration areas.
Coordinate coverage for call-offs and adjust staffing levels according to patient volume and standard guidelines for ED and Admitting departments.
Monitor the track board to ensure timely registration, appropriate team assignments, accurate documentation, and payment collection.
Schedule patient appointments and verify medical orders in alignment with departmental protocols.
Monitor volumes in Patient Access work queues, including Patient, Estimate, Claim Edit, and DNB; assign tasks and support staff productivity as needed.
Coordinate with team members and clinical counterparts using Epic Secure Chat and other communication platforms.
Perform quality audits and shadow staff using standard templates; provide weekly feedback to the Supervisor.
Identify and communicate workflow enhancement opportunities based on audit findings and team feedback.
Participate in process enhancement projects as a Subject Matter Expert.
Participate in candidate interviews; assist with new-hire onboarding and training; and mentor new and existing staff on Patient Access workflows and updates.
Address and resolve patient concerns promptly, escalating issues to the Supervisor when necessary.
Contribute to denial review, system downtime support, and project participation; maintain equipment and supplies; provide on-call coverage as required; and perform other duties as assigned.