Patient Access Center Team Lead in Palm Springs, Florida at PBACO Holding LLC

Description Summary

The Patient Access Coordinator Lead serves as the primary point of contact and subject matter expert for the Patient Access Coordinator team, supporting day-to-day workflow, quality, and productivity within the call center. This role helps coordinate outreach efforts, mentors coordinators, and assists the Supervisor with training, escalations, and process consistency, while remaining an active, hands-on member of the outreach team. This job description may be edited at any time per the company's needs, with relevant notice to the employee.

Essential Duties and Responsibilities

Team Support & Mentorship

• Serve as the first point of contact for Patient Access Coordinators needing guidance on workflows, systems, or difficult patient interactions.
• Assist with onboarding and shadowing for new Patient Access Coordinators, reinforcing training on systems, scripts, and performance expectations.
• Model best practices for patient outreach, rapport-building, and customer service.
• Help maintain a positive, collaborative team environment.

Workflow & Quality Support

• Monitor daily queue volume, scheduling activity, and outreach pacing, flagging gaps or backlogs to the Supervisor.
• Support consistent, accurate use of company software and patient engagement systems for tracking and documenting outreach.
• Assist coordinators with Annual Wellness Visit (Medicare), annual physical (commercial), and follow-up visit scheduling when volume or complexity requires extra support.
• Spot-check documentation and outreach notes for accuracy and completeness, reporting trends to the Supervisor.

Escalation & Coordination

• Handle first-level escalations for complex patient, scheduling, or workflow issues before involving the Supervisor.
• Coordinate with practices, providers, and internal teams to resolve scheduling conflicts or access barriers.
• Relay recurring issues, patient feedback, or process friction points to the Supervisor for follow-up.

Compliance & Quality

• Follow and reinforce HIPAA, confidentiality, and privacy standards among peers.
• Support consistent documentation practices across the team.

Additional Responsibilities

• Participate in process improvement initiatives and special projects as assigned.
• Perform Patient Access Coordinator duties (outreach, scheduling, follow-up) as part of regular workload.
• Perform other duties as assigned by management.

Compensation & Incentives

• Eligible for weekly incentive bonuses based on outreach volume, scheduling rate, and appointment completion metrics.
• Bonus structure and thresholds are communicated by leadership and may be adjusted periodically based on performance targets.

Qualifications

• High school diploma or equivalent required; associate's degree in healthcare administration, business, or a related field preferred.
• Minimum of 1–2 years of experience in a healthcare call center, patient access, or care coordination role.
• Prior experience mentoring or informally guiding peers preferred (no formal supervisory experience required).
• Working knowledge of patient scheduling, outreach workflows, and healthcare operations.
• Proficiency with EMRs, patient engagement systems, and standard office software.

Skills and Competencies

• Strong communication and interpersonal skills.
• Ability to multitask between personal outreach load and team support duties.
• Dependable, detail-oriented, and comfortable troubleshooting in the moment.
• Customer-service mindset with a patient-centered approach.
• Working knowledge of HIPAA and healthcare privacy regulations.

Work Environment
This position operates in a professional office and/or call center environment and requires the ability to sit for extended periods, work at a computer, and communicate frequently by phone and electronic means.