New Patient Department - Lead in Daytona Beach, Florida at PRC Alliance Pain Relief

Position Overview

We are seeking a motivated and experienced New Patient Department Lead to lead our New Patient Scheduling team and ensure timely, efficient access to care for patients entering our practice. This role is critical to the patient experience, overseeing the scheduling process, insurance and benefits coordination, and team performance to ensure new patients are seamlessly onboarded and scheduled appropriately with our physicians.

The ideal candidate is a strong leader, highly organized, patient-focused, and operationally driven, with experience in medical scheduling, insurance verification, and team supervision. This individual will play a key role in improving patient access, maintaining service excellence, and supporting the continued growth of the practice.

Key Responsibilities

Leadership & Team Development

• Supervise and support the New Patient Scheduling team to ensure exceptional patient service and operational efficiency.
• Train, coach, and mentor staff to maintain high standards of professionalism, accuracy, and productivity.
• Monitor staff performance, scheduling workflows, and call metrics to ensure department goals are met.
• Foster a positive, patient-centered team culture aligned with the practice’s mission, vision, and values.

Patient Access & Scheduling

• Ensure all incoming patient calls are answered professionally, courteously, and with a strong focus on customer service.
• Oversee Scheduling of new patient appointments with appropriate physicians and providers.
• Ensure new patients are scheduled within 7 business days whenever possible to support timely access to care.
• Ensure patients are properly informed of required forms, documentation, imaging, and items needed to establish care prior to their visit.

Insurance & Benefits Coordination

• Oversee insurance verification and benefits coordination for new patients prior to appointments.
• Ensure accurate documentation of insurance information and coverage details.
• Work closely with authorization and billing teams to ensure required referrals and authorizations are obtained.
• Support staff in communicating insurance coverage, referral requirements, and patient financial responsibility.

Operational Excellence

• Collaborate with clinical teams, insurance coordinators, and billing staff to ensure a smooth new patient onboarding process.
• Identify opportunities to improve scheduling workflows, patient access, and operational efficiency.
• Maintain compliance with practice policies, procedures, and healthcare regulations.

Qualifications

• Minimum 2 years of supervisory experience in a healthcare or medical office setting, or 1 year internal lead experience with demonstrated leadership ability preferred.
• Experience in medical scheduling, patient access, or front office operations
• Experience with insurance verification, benefits coordination, and referral processes.
• Strong working knowledge of medical practice workflows and patient scheduling systems.

Skills & Competencies

• Exceptional communication and interpersonal skills.
• Strong leadership and team development capabilities.
• Highly organized with strong attention to detail.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Strong problem-solving and operational improvement mindset.
• Compassionate leader who leads by example.
• Demonstrates enthusiasm for the success and growth of the practice.