Customer Service Representative - Patient Registration Team Lead

r1rcm; Indianapolis (IN); On-site; USD 60,000 - 75,000; Full time

Job summary

R1 in Indianapolis is seeking a Patient Access Lead Customer Service Representative to support patient experience and team performance in the Emergency Department. You will act as a trusted resource for staff, monitor productivity, and ensure registration and billing workflows are followed.

You will lead training, resolve patient and staff concerns with professionalism, generate daily reports, collaborate with leadership, and help create a positive, high-performing environment while adapting to

Qualifications

• Minimum of 4 years of relevant experience.
• Strong customer service and communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Experience maintaining confidentiality and handling sensitive information.

Responsibilities

• Monitor team performance, schedules, and productivity metrics
• Ensure workflows and registration processes are followed consistently
• Assist with training, onboarding, and development of team members
• Resolve patient and team member issues with sound judgment and professionalism
• Complete daily worklists and generate reports using registration and billing systems
• Communicate effectively with leadership and cross-functional departments
• Adapt to multiple functional areas based on business needs
• Support quality assurance initiatives and continuous improvement efforts
• Help create a positive, motivated, and team-oriented environment

Skills

Customer service

Communication

Leadership

Multitasking

Education

High School Diploma or GED

Job description

Location: Ascension St. Vincent Indianapolis Emergency Department

Shift: 6:00 AM - 6:00 PM, 3 - 12 hour shifts per week including weekends and holidays.

Ready to take your healthcare career to the next level? Join R1, the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems, and medical groups.

We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry's most advanced technology platform, including sophisticated analytics, AI, intelligent automation, and workflow orchestration.

At R1, you'll be part of a mission-driven team that blends innovative technology with meaningful human connection to create exceptional patient and team experiences.

As a Patient Access Lead Customer Service Representative, you'll play a key role in supporting both patient experience and team performance. You'll act as a trusted resource for team members while helping ensure operational excellence across patient access functions. You'll:

• Support and guide team members to ensure success, development, and engagement


• Monitor productivity, workflows, and trends to help meet departmental goals


• Deliver exceptional customer service while resolving patient concerns with professionalism and empathy


• Ensure adherence to processes, policies, and quality standards


• Serve as a reliable partner to leadership by identifying opportunities for improvement


• Help maintain a positive, collaborative, and high-performing work environment

Why You'll Love This Job

• Make a Bigger Impact: You're not just supporting patients-you're helping lead a team that shapes the entire patient experience.


• Grow Your Career: Build on your experience while gaining leadership exposure, mentoring opportunities, and operational insight.


• Dynamic & Engaging Work: Every day brings new challenges-from problem-solving to team coordination-keeping your role both fast-paced and rewarding.


• Be Part of a Strong Team Culture: Join a supportive environment where your contributions matter, your voice is heard, and your growth is encouraged.

What You'll Do Day-to-Day

• Monitor team performance, schedules, and productivity metrics


• Ensure workflows and registration processes are followed consistently


• Assist with training, onboarding, and development of team members


• Resolve patient and team member issues with sound judgment and professionalism


• Complete daily worklists and generate reports using registration and billing systems


• Communicate effectively with leadership and cross-functional departments


• Adapt to multiple functional areas based on business needs


• Support quality assurance initiatives and continuous improvement efforts


• Help create a positive, motivated, and team-oriented environment

Requirements

• High School Diploma or GED (or equivalent experience)


• Minimum of 4 years of relevant experience


• Strong customer service and communication skills


• Ability to multitask and prioritize in a fast-paced environment


• Experience maintaining confidentiality and handling sensitive information

Preferred Experience

• Experience in patient access or healthcare operations


• Leadership, mentoring, or team support experience