Lead Patient Access Coordinator - Hybrid Call Center

The General Hospital Corporation; Boston (MA); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work arrangement

Comprehensive benefits

403(b) retirement plan

Tuition reimbursement

MBTA pass

Job summary

Mass General Brigham is seeking a Lead Patient Access Coordinator for the Neurology Call Center. This leadership role oversees daily call center operations, supports patient scheduling, and serves as a resource for staff.

You will partner with the Supervisor to coordinate workflows, provide coaching, and identify improvement opportunities to enhance patient satisfaction and operational efficiency.

Qualifications

• Requires high school diploma or equivalent.
• 3–5 years of customer service experience.
• 2–3 years of call center experience preferred.
• Foreign language experience preferred.
• Strong telephone etiquette and professional communication.
• Proficiency with computers and CRM tools.
• Ability to learn scheduling protocols, insurance requirements, and hospital policies.
• Demonstrated leadership and mentoring abilities.

Responsibilities

• Answer inbound calls from patients and providers with accurate information.
• Use Epic to schedule appointments and verify demographics/insurance.
• Coordinate patient and provider communications and resolve scheduling issues.
• Provide guidance and coaching to team members and oversee daily workflows.
• Assist with recruitment, onboarding, and training of new staff.
• Monitor staff performance and identify training needs.

Skills

Customer service

Communication skills

Leadership

Time management

Conflict resolution

Education

High school diploma or equivalent

Tools

CRM software

Job description

Mass General Brigham is seeking a Lead Patient Access Coordinator for the Neurology Call Center. This leadership role oversees daily call center operations, supports patient scheduling, and serves as a resource for staff.

You will partner with the Supervisor to coordinate workflows, provide coaching, and identify improvement opportunities to enhance patient satisfaction and operational efficiency.