Patient Access Representative Lead

Job Description

Job Description

ORGANIZATION INFORMATION:

Established in 1984, Equitas Health is a regional not-for-profit community-based healthcare system and federally qualified community health center look-alike. Its expanded mission has made it one of the nation’s largest HIV/AIDS, lesbian, gay, bisexual, transgender, and queer/questioning (LGBTQ+) healthcare organizations. With 22 offices in 12 cities, it serves more than 67,000 individuals in Ohio, Kentucky, and West Virginia each year through its diverse healthcare and social service delivery system focused around: primary and specialized medical care, retail pharmacy, dental, behavioral health, HIV/STI prevention, advocacy, and community health initiatives.

HOURLY RATE: $20.43-$24.52

BENEFITS:

• PTO
• Vision
• Dental
• Health
• 401k
• Sick time
• Paid Holidays

POSITION SUMMARY

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 JOB FUNCTIONS

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

• Reliable transportation between clinic locations

MAJOR AREAS OF RESPONSIBILITY

Leadership and Operational Support

• Serve as the designated Patient Access Lead after regular clinic hours.

• Provide operational support and guidance to Patient Access Representatives.

• Serve as the first point of contact for operational questions, workflow concerns, and patient access issues.

• Assist Clinic Managers with maintaining consistent registration and scheduling processes across assigned clinics.

• Coordinate daily staffing coverage between King Lincoln and Short North to ensure adequate operational support.

• Identify coverage gaps and collaborate with Clinic Managers to implement staffing solutions.

• Assist with maintaining clinic readiness and efficient patient flow.

• Support implementation of operational initiatives, workflow changes, and patient access best practices.

• Collaborate with team members to resolve time sensitive issues

• Review registration reports to identify errors

Training and Staff Development

• Assist with onboarding and training of newly hired Patient Access Representatives.

• Serve as a preceptor and mentor for Patient Access staff.

• Provide ongoing coaching, feedback, and support regarding registration, scheduling, insurance verification, and customer service expectations.

• Identify training opportunities and communicate recommendations to Clinic Managers.

• Reinforce departmental policies, procedures, and workflows.

• Support competency validation and ongoing staff development activities.

Patient Access Operations

• Perform all duties of a Patient Access Representative.

• Schedule appointments for all health center services.

• Verify patient demographics, insurance information, eligibility, and sliding fee documentation.

• Collect copays, balances, and required patient payments.

• Complete registration and check-in functions accurately and efficiently.

• Manage provider scheduling requests as assigned.

• Scan and maintain patient records in accordance with organizational standards.

• Monitor appointment schedules and support efforts to reduce no-show rates.

• Assist with management of registration work queues and patient access tasks.

Quality Assurance and Compliance

• Monitor registration accuracy and adherence to established workflows.

• Conduct routine audits of patient access processes as assigned.

• Assist with identifying registration errors, insurance verification issues, and workflow gaps.

• Ensure compliance with HIPAA regulations and organizational policies.

• Support quality improvement initiatives related to patient access and patient experience.

• Assist with monitoring departmental metrics and identifying opportunities for improvement.

Customer Service and Escalation Management

• Demonstrate exceptional customer service and patient advocacy.

• Assist with resolution of patient complaints and service concerns.

• Handle escalated situations professionally and efficiently.

• Collaborate with clinical and operational teams to address patient concerns and improve service delivery.

• Promote a welcoming, inclusive, and patient-centered environment.

Team Collaboration

• Partner with providers, nursing staff, behavioral health staff, case management, pharmacy, and other departments to ensure coordinated patient care.

• Participate in departmental meetings and operational huddles.

• Support communication between clinic locations to promote consistency and operational excellence.

• Foster a culture of teamwork, accountability, and continuous improvement.

Additional Responsibilities

• Comply with Equitas Health Corporate Compliance Standards of Conduct and related policies.

• Demonstrate unconditional positive regard toward patients, staff, and community members.

• Maintain cultural humility and support Equitas Health's commitment to diversity, equity, inclusion, and belonging.

• Perform other duties as assigned.

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

OTHER INFORMATION:

Background and reference checks will be conducted. In accordance with Equitas Health’s Drug-Free Workplace Policy, pre-employment drug testing will be administered. Hours may vary, including working some evenings and weekends based on workload. Individuals are not considered applicants until they have been asked to visit for an interview and at that time complete an application for employment. Completing the application does not guarantee employment. EOE/AA