Patient Access Representative Lead

Patient Access Representative Lead

Reporting to the Clinic Manager, the Patient Access Representative (PAR) Lead serves as the operational lead for Patient Access functions across the King Lincoln and Short North Health Centers. This position provides frontline leadership, training, coaching, and daily operational support to Patient Access Representatives while maintaining direct patient-facing responsibilities.

The PAR Lead serves as the primary point of contact for registration, scheduling, patient access workflows, and operational issues that arise during clinic hours. This position works collaboratively with Clinic Managers, providers, nursing staff, and other operational leaders to ensure adequate staffing coverage, exceptional patient experiences, regulatory compliance, and efficient clinic operations.

The PAR Lead is responsible for coordinating coverage between assigned locations, supporting onboarding and training efforts, monitoring registration accuracy and workflow compliance, and assisting with the resolution of patient and staff concerns. This position requires regular travel between the King Lincoln and Short North Health Centers.

Essential functions of the position include, but are not limited to: patient registration and scheduling, insurance verification and eligibility review, training and onboarding support, workflow monitoring and quality assurance, patient flow coordination, staff scheduling coordination, customer service and patient relations, escalation management and problem resolution, data entry and reporting, utilization of Epic and Microsoft Office applications, and reliable transportation between clinic locations.

Major areas of responsibility include leadership and operational support, training and staff development, patient access operations, quality assurance and compliance, customer service and escalation management, team collaboration, and additional responsibilities.

Education/Licensure: High School Diploma or GED required. Associate degree in Healthcare Administration, Business Administration, or related field preferred.

Knowledge, Skills, Abilities, and Other Qualifications: Minimum of three years of healthcare registration, patient access, medical reception, or related experience required. Minimum of one year serving as a lead, trainer, preceptor, or informal team leader preferred. Experience in a Federally Qualified Health Center (FQHC) preferred. Experience with Epic Electronic Health Record preferred. Strong knowledge of insurance verification, eligibility determination, sliding fee programs, and patient registration workflows. Demonstrated ability to train, mentor, and coach staff. Strong organizational and time management skills. Excellent verbal and written communication skills. Ability to effectively manage multiple priorities in a fast-paced environment. Demonstrated problem-solving and conflict-resolution skills. Strong customer service skills. Ability to work independently while supporting team success. Proficiency with Microsoft Office applications. Ability to maintain confidentiality. Reliable transportation and ability to travel between assigned clinic locations. Regular and predictable attendance required.

Preferred Competencies: Leadership without direct authority, operational decision-making, staff coaching and development, workflow improvement, patient experience excellence, team collaboration, adaptability and flexibility, data accuracy and attention to detail.