Hospital Corporation of America

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Patient Access Team Lead

at Hospital Corporation of America

Posted: 11/1/2018
Job Status: Full Time
Job Reference #: 08948-156374
Keywords: patient

Job Description

Job Summary

The Patient Access Team Lead is responsible for providing feedback on daily registration processes and staffing issues to the Patient Access Supervisor or Patient Access Manager. Provide assistance to staff level employees as necessary to insure compliance with department policies and procedures. Assist leadership with staffing, report reconciliation, QA process, and other duties as assigned.


Duties (included but not limited to):

Staff and order supplies according to budget guidelines and department needs

Assists Manager and/or Supervisor in creating staff schedules and ensures adequate coverage

Model AIDET guidelines in all interactions with the patient and ensure staff are adhering to the patient experience expectations.

Promotes and demonstrates excellent customer service

Maintain QA statistics (including patient wait times, etc.) and report results to Supervisor or Manager.

Oversee the daily activities of the registration area to insure department standards are met

Assists Supervisor and/or Manager in educating registration staff of any changes pertinent to their roles

When appropriate, relieve staff members during employee sick/vacation time

Secure all signatures necessary for treatments, release of medical information, assignment of insurance benefits and payment of services from legally responsible patients

Work closely and professionally with nursing and ancillary departments in effort to maintain a teamwork approach

Excel in all functions performed by patient representatives in all registration areas

Collect/request deposits and copays

Assume on-call responsibilities to insure adequate staffing and problem-solving

Register all patient types

Assists in resolving patient concerns

Assist Supervisor or Manager to insure all personnel department policies and procedures are followed

Act in capacity of supervisor or Manager in his/her absence, and inform Supervisor or Manager of all issues upon his/her return

Maintains effectiveness of patient flow

Attends in-service presentations, and completes mandatory education, including but not limited to, infection control, patient safety, quality improvements, MSDS and OSHA standards.

Demonstrates knowledge of occurrence reporting system and utilizes system to report potential patient safety issues.

Practice and adhere to the "Code of Conduct" philosophy and "Mission and Value Statement"

Other duties as assigned


  • Communication - communicates clearly and concisely, verbally and in writing
  • Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by constantly meeting and exceeding expectations
  • Interpersonal skills - able to work effectively with other employees, patients and external parties
  • PC skills - demonstrates proficiency in PC applications as required
  • Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systems
  • Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately
  • High school diploma or GED required.
  • 3 years Patient Access experience preferred
PHYSICAL DEMANDS/WORKING CONDITIONS - Requires prolonged sitting, some bending, stooping and stretching.  Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.  Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.  Requires lifting papers or boxes up to 25 pounds occasionally.  Work is performed in an office environment.  Work may be stressful at times.  Contact may involve angry or upset people.  Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.