Patient Access Lead

Reports To: Manager of Integrated Care

Location: Caroline Street Clinic, Cathedral Clinic, and Reed Family Clinic

Overview The Patient Access Lead plays a vital role in supporting the Patient Access team at Healthcare for the Homeless – Houston (HHH). This position provides leadership, mentorship, and operational support to Patient Access Specialists members while promoting a welcoming, trauma-informed, and patient-centered experience.

The Patient Access Lead oversees patient access workflows, including registration, appointment scheduling, insurance verification, eligibility screening, and accurate documentation within the Electronic Health Record (EHR) and Homeless Management Information System (HMIS). This position is responsible for staff training, ongoing education, quality assurance, and supporting process improvements to ensure consistent workflows and high-quality patient care.

Duties and Responsibilities

Patient Access and Staff Support

• Onboard, train, and mentor new Patient Access team members, fostering their professional growth and successful integration into the organization.
• Provide ongoing education, refresher training, and coaching for current staff to reinforce registration workflows, organizational policies, and best practices.
• Develop, update, and maintain training materials, job aids, and standard operating procedures to support consistent workflows.
• Conduct competency assessments and provide feedback to ensure staff maintain required knowledge and skills.
• Serve as a resource for Patient Access staff by answering workflow questions, assisting with problem resolution, and escalating concerns when appropriate.
• Monitor registration processes, identify opportunities for improvement, and support implementation of workflow changes.
• Record, analyze, and report operational data and metrics to leadership to support accountability and decision-making.
• Provide cross-coverage support to other clinics as needed.

Registration, Patient Intake, and Quality Assurance

• Perform pre-visit work and schedule scrubbing to ensure appointments are prepared prior to patient arrival.
• Complete insurance verification, PCP updates, and annual certification tracking.
• Conduct registration audits and quality assurance reviews to ensure accuracy and compliance.
• Serve as a front-line assessor for Medicaid eligibility and ensure required documentation is completed and entered into Epic.
• Register patients and verify demographic, insurance, and eligibility information.
• Schedule, reschedule, and confirm patient appointments across clinic locations.
• Enter and update patient information accurately in Epic EHR and HMIS.
• Answer phones and appropriately direct calls and messages.
• Scan, upload, and file patient documents into appropriate systems.
• Process medical record requests in compliance with HIPAA and organizational policies.
• Respond to patient and family inquiries with timely, clear, and compassionate communication.
• Provide backup support for front desk operations, including scheduling appointments, greeting patients, and answering phones.

Eligibility and Insurance Verification

• Verify insurance eligibility and benefits at least one business day prior to scheduled appointments.
• Document eligibility information accurately in the EHR.
• Enter and maintain complete and accurate insurance information in the EHR and practice management system.
• Identify and resolve eligibility issues in collaboration with insurance providers, payers, and internal teams.
• Assist patients with insurance-related questions and provide support in navigating eligibility requirements.

Support HHH Mission

• Demonstrates a commitment to HHH’s mission of promoting health, hope, and dignity for individuals experiencing homelessness through equitable and compassionate care.
• Upholds trauma-informed, culturally responsive, and patient-centered principles in all interactions, contributing to an inclusive and supportive environment for patients and team members.
• Actively contributes to a culture of collaboration, accountability, and innovation in service of our goal to eliminate health disparities and advance systems-level change.

Minimum Qualifications

• High school diploma or GED.
• 3+ years of experience in a medical front office or related healthcare customer service role.
• Demonstrated ability to provide leadership and guidance to peers. 
• Experience with insurance eligibility verification, including Medicaid, Medicare, and commercial insurance plans.
• Strong communication, organizational, and customer service skills.
• Demonstrated ability to interact respectfully with individuals from diverse backgrounds, including those with behavioral health conditions.
• Ability to operate small office equipment (e.g., copier, phone, computer).
• Proficient in basic Microsoft Office applications.

Preferred Qualifications

• Bilingual English/Spanish
• Experience using Epic or other electronic health records.
• Experience working with individuals experiencing homelessness or other marginalized populations.
• HHH values lived experience as an essential form of expertise. Individuals who have experienced homelessness, housing instability, or other barriers to healthcare access are strongly encouraged to apply.