Lead Patient Access Coordinator, Neurology

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

Site: The Brigham and Women's Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Department of Neurology, Patient Access Call Center | Monday-Friday | 8:30 AM-5:00 PM | Hybrid (3 Days Onsite/2 Days Remote)

Take the next step in your healthcare career while leading patient access operations and helping deliver an exceptional patient experience!

We are seeking an experienced, organized, and service-focused Lead Patient Access Coordinator to join the Neurology Call Center. In this important leadership role, you'll help oversee daily call center operations, support patient scheduling and communications, and serve as a trusted resource for Patient Access Center staff.

Working closely with the Patient Access Center Supervisor, you'll help coordinate daily workflows, provide guidance and training to team members, and identify opportunities to improve operational efficiency and patient satisfaction. This is an exciting opportunity to develop your leadership skills while supporting a collaborative team dedicated to delivering exceptional neurological care.

What You'll Do

• Answer inbound patient and provider calls, assess caller needs, and provide accurate information and assistance in accordance with departmental service standards.
• Utilize Epic to schedule appointments, verify patient demographics and insurance information, enter prescription refill requests, and route clinical messages appropriately.
• Coordinate patient and provider communications, address scheduling concerns, and ensure timely resolution or escalation of inquiries.
• Apply active listening, problem-solving, and de-escalation skills to manage complex calls and deliver a positive patient experience.
• Partner with the Patient Access Center Supervisor to coordinate daily workflows, adjust staff assignments, and maintain appropriate call center coverage.
• Serve as a lead resource for Patient Access Center staff, providing guidance, answering questions, and supporting consistent scheduling and customer service practices.
• Assist with recruitment, onboarding, orientation, and training of new team members.
• Support the Supervisor in monitoring staff performance, identifying training needs, and providing coaching and development opportunities.
• Identify workflow challenges, service quality concerns, and operational inefficiencies, recommending improvements to enhance productivity and patient satisfaction.
• Participate in quality improvement initiatives focused on call center performance, scheduling accuracy, and the overall patient telephone experience.
• Respond to patient complaints and service concerns, facilitating appropriate follow-up and escalation when necessary.
• Provide operational support and assist with daily oversight responsibilities in the absence of the Patient Access Center Supervisor.
• Maintain compliance with hospital policies, departmental procedures, patient confidentiality requirements, and established service standards.

Qualifications

• High school diploma or equivalent required.
• 3-5 years of customer service experience required.
• 2-3 years of call center experience required.
• Foreign language experience preferred.
• Strong telephone etiquette and exceptional customer service skills, with the ability to communicate professionally and compassionately with patients, families, and providers.
• Excellent verbal and written communication skills, including active listening, conflict resolution, and de-escalation.
• Proficiency with computers, customer relationship management (CRM) software, and strong typing skills.
• Ability to learn and apply departmental services, scheduling protocols, insurance requirements, and hospital policies.
• Strong organizational, time management, and decision-making skills with the ability to manage competing priorities in a high-volume call center environment.
• Demonstrated ability to lead, mentor, and provide guidance and support to colleagues.
• Sound judgment, attention to detail, and strong problem-solving skills when addressing complex patient and operational concerns.
• Ability to work independently, collaborate with leadership, and contribute to a positive, team-oriented work environment.

Additional Job Details (if applicable)

Why Join Our Team?

• Hybrid work arrangement with three days onsite and two days remote each week, Monday-Friday.
• Comprehensive benefits, including medical, dental, and vision coverage.
• 403(b) retirement plan.
• Tuition reimbursement.
• Discounted MBTA pass and additional employee perks.
• Opportunity to advance your healthcare c