Team Leader Patient Access (Evening Shift)

Location: Franklin Square Medical Center

Status: Full-time

Schedule: Evening Shift, 3:00pm-11:30pm with rotating weekends

General Summary of Position
The Team Leader Patient Access is responsible for overseeing and monitoring the daily operations of the Patient Access department including registration admissions point-of-service collections guest relations and scheduling. This role ensures efficient workflows high-quality customer service and compliance with hospital policies and regulatory standards. The Team Leader also supports data collection and reporting for departmental Key Performance Indicators (KP!s) contributing to continuous improvement efforts.

Primary Duties and Responsibilities

• Contributes to the achievement of established department goals and objectives and adheres to department policies procedures quality standards and safety standards; complies with governmental and accreditation regulations.
• Leads Patient Access and Guest Relations teams across multiple service areas including but not limited to the Emergency Department Outpatient Diagnostics and Ambulatory Surgery.
• Ensures accurate and timely patient registration and scheduling using the hospital's scheduling system.
• Monitors workflows to ensure compliance with hospital policies and regulatory requirements.
• Trains and mentors Patient Access and Guest Relations Associates including onboarding competency development and support for certifications.
• Provides guidance on systems such as Epic Loyale credit card processing and scheduling platforms and maintains expert-level knowledge of the hospital's scheduling system to support appointment coordination and patient flow.
• Troubleshoots scheduling issues assists staff with system navigation and best practices and ensures scheduling accuracy to prevent delays and improve patient satisfaction.
• Promotes a welcoming and professional environment for patients families and visitors and resolves patient concerns and service issues promptly and empathetically.
• Collaborates with clinical and non-clinical departments to enhance patient experience and acts as a liaison between Patient Access Guest Relations and other hospital departments.
• Assists with the collection analysis and reporting of departmental KPIs including encounter audit scores registration accuracy and financial clearance rates; identifies trends and areas for improvement based on data insights.
• Collaborates with leadership to implement performance improvement initiatives and communicates updates policy changes and performance metrics to staff.
• Oversees point-of-service collections and cashiering functions ensures proper handling of patient payments and financial counseling referrals and supports revenue cycle initiatives in collaboration with billing and insurance departments.
• Participates in departmental meetings and contributes to strategic planning.
• Is proficient in three or more areas of Patient Access such as but not limited to ED Registration Surgery Admission Authorizations/Precertifications and physician offices with the ability to train others.

Minimal Qualifications
Education

• High School Diploma or GED required and
• Associate's degree in related field preferred or
• Bachelor's degree in related field preferred

Experience

• 3-4 years Patient access healthcare registration or customer service experience required and
• 1-2 years Demonstrated leadership or supervisory experience preferred

Licenses and Certifications

• CHAA - Certified Healthcare Access Associate CHAA certification preferred

Knowledge Skills and Abilities

• Strong interpersonal organizational and problem-solving skills.
• Proficient in hospital health information system scheduling system and Microsoft Office Suite.
• Ability to work in a fast-paced patient-centered environment.