Team Lead Patient Access (Registration)

Akron Children's Hospital•Boardman, OH

5d•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, timely data. The Team Lead provides staffing coverage as needed and supports smooth patient flow and communication across departments. This position works onsite in Registration in Boardman, full time at 40 hours per week. Variable shifts include primary shifts of 3:00 p.m.–11:30 p.m., 5:00 p.m.–1:30 a.m., and 7:00 p.m.–3:30 a.m. The Team Lead is trained and able to cover MV ED, MV Outpatient, AK ED, and Admitting.

Requirements

High school diploma or equivalent required.
At least 3 years of relevant experience required. Certifications may offset one year of required experience when combined with at least one year of relevant medical experience.
Proven customer service experience in patient- or client-facing roles.
Strong verbal and written communication skills for interacting with patients, staff, and healthcare providers.
Ability to manage multiple tasks, prioritize workload, and ensure efficient operations.
Ability to address and resolve issues in patient access processes and ensure accuracy in patient information and registration.
Ability to provide a supportive and understanding environment for patients and collaborate effectively with healthcare professionals while leading a team.
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.
No supervisory experience is required.

Nice To Haves

Experience with Epic.
Medical terminology knowledge or completion of a medical terminology course.
Knowledge of ICD-CM or CPT codes.
Experience in the medical field in registration, insurance verification/pre-certification, patient accounts, billing, and/or customer service departments in service industries.
Team Lead experience in hospitality, entertainment, retail, or similar service industries.
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.
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 accordance with departmental protocols.
Monitor Patient Access work queue volumes, including Patient, Estimate, Claim Edit, and DNB queues; assign tasks and support staff productivity.
Coordinate with team members and clinical counterparts using Epic Secure Chat and other communication platforms.
Perform quality audits and shadow staff using standard templates, and provide weekly feedback to the Supervisor.
Identify and communicate workflow improvement 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, project participation, and maintenance of equipment and supplies.
Provide on-call coverage as required and perform other duties as assigned.