Patient Access Team Leader
2 weeks ago
Fair Haven Community Health Care
At FHCHC, we are committed to providing exceptional health services to our diverse community. With a rich history of over 50 years, we focus on delivering comprehensive primary and specialty care to all individuals, regardless of their financial situation. Our mission is to enhance the health and social well-being of the communities we serve through equitable, high-quality, patient-centered care that is culturally responsive.
The Patient Access Team Leader plays a crucial role in overseeing a dedicated group of Patient Access Representatives. This position is essential for ensuring outstanding patient experiences, optimizing operational workflows, and maintaining compliance with healthcare regulations.
Key Responsibilities
- Report directly to the Director of Medical Operations, focusing on patient satisfaction and improving access to healthcare services.
- Supervise front desk personnel, providing necessary training and support to foster team excellence.
- Manage daily functions including patient registration, scheduling, insurance verification, and financial counseling, while ensuring process accuracy and best practices.
- Uphold HIPAA and other regulatory standards, implementing policies to protect patient data integrity and confidentiality.
- Monitor and evaluate key performance indicators (KPIs), preparing reports and initiating process enhancements.
- Identify training requirements, develop ongoing educational programs, and conduct training sessions on new protocols and software updates.
- Collaborate with clinical and billing teams to ensure seamless patient care and billing processes.
- Work alongside site-based teams to improve service delivery and patient satisfaction, ensuring all staff provide excellent customer service and culturally competent care.
- Address patient inquiries and concerns with professionalism, ensuring efficient service and improving access to health services.
- Act as a primary user for patient management software (Epic).
- Maintain staff schedules and facilitate regular team meetings.
Qualifications
A minimum of an Associate degree with at least two years of experience in a healthcare environment is required; alternatively, five or more years of relevant experience may be accepted in lieu of a degree. Previous supervisory experience in a healthcare setting is preferred. The ideal candidate will possess:
- Proficiency in patient management software and scheduling systems (Epic).
- CAC certification (Certified Application Counselor) or a commitment to obtain it within 60 days of hire.
- Fluency in both English and Spanish, with strong oral and written communication skills.
- Excellent critical thinking and problem-solving abilities.
Work Environment
- Variable 8-hour shifts between 7 am and 8 pm, including weekends as necessary.
Direct Reports
- Front Desk Leads
- Patient Access Representatives (Front Desk)
OSHA Status
Category III—Low Risk Position
This role typically operates in an office setting with minimal exposure to bloodborne pathogens.
Physical Requirements
Physical Demands: This position requires walking, bending, sitting, standing, writing, reading, telephone use, data entry, and managing medical records. Mental Demands: The ability to adapt to changing priorities in potentially stressful situations is essential. Manual Dexterity: Proficiency in using a keyboard and telephone is required.
American with Disabilities Requirements:
All applicants, including those who may become disabled, must be able to perform essential job functions, either independently or with reasonable accommodations as determined by the organization.
Fair Haven Community Health Care is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other legally protected status. Employment decisions are made based on qualifications, merit, and business needs.
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