Lead, Patient Access

Variety Care; Oklahoma City (OK); On-site; USD 50,000 - 70,000; Full time

Job summary

Variety Care in Oklahoma City seeks a Lead, Patient Access to supervise the Call Center, mentor staff, and ensure workflows are followed. You will train new hires, monitor performance, and act as a mentor to PAS staff while upholding HIPAA guidelines and patient-centered care.

The role requires EPIC scheduling expertise, strong communication, and proven leadership to improve call benchmarks and patient access outcomes. Bilingual English/Spanish is a plus.

Qualifications

• Must have leadership experience in a patient access/call center environment.
• Experience training new hires and coaching team members on performance improvement.
• Familiar with Medicaid rules and registration processes.

Responsibilities

• Mentor and lead staff to follow standard operational & clinical protocols.
• Provide daily feedback and model training best practices.
• Manage all incoming calls and represent Variety Care professionally.
• Achieve and improve patient access performance benchmarks with the team.
• Coordinate with clinical teams and Practice Administrators to enhance communication.
• Provide back-up coverage and leadership during peak times.
• Ensure HIPAA compliance and privacy policies are followed.

Skills

Leadership

Training & coaching

HIPAA compliance

EPIC scheduling

Communication

Critical thinking

Organizational skills

Education

High School Diploma or GED

Tools

EPIC scheduling

Job description

Department: Call CenterPosition: Lead, Patient AccessEmployee Category: Non-ExemptReporting Relationship: Patient Access SupervisorCharacter Qualities:Attentiveness-Showing the worth of a person or task by giving my undivided concentration.Discernment- Understanding the deeper reason why things happen.Resourcefulness- Making wise use of what others might overlook or disregard.Responsibility- Knowing and doing what is expected ofSummary of Duties and Responsibilities:Trains new team members, ensures that department workflows are utilized effectively by staff and acts as a mentor to staff. Leads small team of staff to enhance communication, provide support and help to improve overall call benchmarks within the department. Provides excellent customer service, answers telephones in a timely fashion, facilitates appointments, and follows all operational and clinical guidelines to provide service excellence. Acts as a resource to team members to reach out to clinical teams, triage and Practice Administrators to increase communication and collaboration. Provides back up and overflow coverage as requested by PAS Supervisors.Primary Duties and Responsibilities:Mentors and leads team members to use standard operational & clinical protocols. Provide feedback to team members daily. Model the Show & Tell Training Method.Trains new hires for PAS department and reports to the PAS Supervisors on training progress.Provides good verbal communication and listening skills, and a critical thinker, that helps patients get the best service and access to care. Supports staff on resolving customer service complaints/needs.Manages all incoming telephone calls and represents the VC health center as a first point of contact with a pleasant and professional demeanor to assist patients as needed.Consistently meets and/or exceeds individual Patient Access performance measures and leads team in improving their benchmarks.Attends Leadership trainings and meetings for performance enhancement.Obtains accurate and required information/documentation from patient at time of call.Troubleshoots day to day work related issues and provides feedback to Supervisor. Provides ongoing support and coaching to team members.Follows HIPAA guidelines and OCHS Privacy policy and procedure.Assures that office equipment is in good working order. Notifies appropriate staff members if problems arise.Able to handle patient/specialty complaints and seeks out manager assistance when needed.Embodies the strength of personal character. Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment. Must be a leader in the department and community. Result-oriented problem solver who is responsible and accountable.Supports Variety Care’s accreditation as a Patient Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient Centered, Timely, Efficient, and Equitable. Provide leadership and work with all staff to achieve the goals of the “Triple Aim” of healthcare reform—to improve the experience of care, improve health outcomes, and decrease healthcare costs.Perform other duties as assigned.Essential Functions:Must be able to lift 25 pounds.Able to sit for long periods of time.Requirements, Special Skills or Knowledge:High School Diploma or GED.Expert and proven performance in EPIC scheduling practices and performance metrics. Solid results from department audits.Experience in leadership and training new hires and coaching team members on key areas of performance improvement.Understands the PSR role and registration process. Familiar with Medicaid rules and regulations.Expert organizational skills, able to concentrate, and prioritize work in an active environment.One year of Patient Access Specialist or call center experience with high volume calls or recognition by Patient Access Supervisor for performance excellence.Experience taking initiative in identifying possible workflow problems and areas needing improvement.Experience leading a team and working with peers to improve and reach performance goals.Completes Variety Care leadership training within one year of hire.Preferred Requirements, Special Skills or Knowledge:Bilingual (English/Spanish).