Patient Access Team Lead - Remote (Internal)

Location: Remote

Department: EOS

Reports To: Team Manager

Pay Range: $1.50–$2.00/hour increase from current rate (based on experience and qualifications).

Shift Options: Monday to Friday, from 9:00am to 5:30pm EST, 30-minute lunch. Additionally, you will be required to work one Saturday per month (11:00am - 4:00pm EST), as well as one late night per week from 11:30am to 8:00pm EST. (Please note that schedules are subject to change.)

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Position Summary:

The Patient Access Team Lead plays a key role in overseeing the daily operations of the Patient Access team to ensure productivity, accuracy, and quality service delivery. This position is responsible for managing workflow distribution, monitoring work queues, providing training and coaching to team members, and ensuring compliance with departmental policies and service level agreements (SLAs). The Team Lead acts as a liaison between frontline staff and management, supporting operational excellence and continuous process improvement.

Key Responsibilities:

Daily Workflow Management:

• Oversee daily workload across the Patient Access team to ensure even distribution and SLA adherence.
• Assign and reallocate work queues (WQs) based on staff availability and add-on requests.
• Continuously monitor WQs to ensure same-day appointments are addressed promptly.
• Identify and escalate unresolved or complex accounts to management.
• Ensure compliance with authorization (Auth) matrices, eligibility, deferral policies, and patient/clinic notification standards.

Team Leadership & Training:

• Conduct daily and weekly one-on-one training with new hires during onboarding and refresher sessions.
• Perform a minimum of five quality audits (QAs) per day to ensure accuracy and consistency.
• Facilitate daily huddles and send meeting highlights to the team.
• Provide knowledge-sharing and coaching to both new and seasoned agents.
• Collaborate with management for weekly check-ins and performance updates.

Operational Support & Communication:

• Monitor and manage team email inboxes to ensure timely responses and proper escalation.
• Respond promptly to Microsoft Teams messages and fax requests.
• Analyze workflow trends and recommend process improvements to leadership.
• Ensure alignment with departmental goals and performance metrics.

Escalation & Issue Resolution:

• Identify major operational or service issues and escalate appropriately.
• Support de-escalation of challenging patient or client interactions.
• Partner with clients and internal stakeholders to ensure high-quality service delivery and issue resolution.

Qualifications:

• Minimum 6 months in current position as Patient Access agent and at least 1 year of tenure from date of hire.
• Demonstrated success meeting or exceeding production and quality goals (QA score ≥ 95%).
• Positive attitude with strong aptitude for mentorship and leadership.
• Active participation in the Buddy System or other peer training initiatives.
• Annual review rating of 3 or higher.
• Completion of 15 UKG courses related to Leadership and Service.
• No active Performance Improvement Reviews (PIRs).
• Must have one peer and two manager endorsements.
• Experience handling escalated calls and demonstrating effective de-escalation techniques.
• Involvement in special projects (e.g., inventory or pool management) preferred.

Compensation:

• Pay Range: $1.50–$2.00/hour increase from current rate (based on experience and qualifications).

About GetixHealth:

Founded in 1992, GetixHealth has grown into a leading provider of healthcare revenue cycle management services, with offices across the United States and India. We work with healthcare organizations to optimize their financial performance, offering solutions that enhance efficiency and profitability. Our team of 1,800 dedicated professionals delivers exceptional patient care, compliance, and cutting-edge technology to help clients succeed. With a relentless commitment to patient satisfaction, we ensure that every step of the revenue cycle is streamlined and patient centered.

Benefits & Incentives (continued):

• Comprehensive Health Coverage: Enjoy medical, dental, and vision plans available starting after 60 days of full-time employment.
• Life & Disability Insurance: Benefit from basic life/AD&D, short-term, and long-term disability coverage, with optional voluntary life/AD&D plans.
• 401(k) Plan: Eligible to participate in the company’s 401(k) plan after 6 months of continuous service.
• Paid Time Off (PTO): Start accruing PTO from your very first day of employment.
• Flexible Benefits: Customize your benefits package to fit your personal and family needs.

GetixHealth is an equal opportunity employer and participates in E-Verify.