Neurology Patient Access Lead (Hybrid)

Mass General Brigham; Boston (MA); Hybrid; USD 29,000 - 41,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

403(b) retirement plan

Tuition reimbursement

Discounted MBTA pass

Leadership development opportunities

Job summary

Mass General Brigham's Neurology Call Center is seeking a Lead Patient Access Coordinator to oversee daily operations, support scheduling, and guide staff in delivering excellent patient experiences. This role calls for leadership in a high-volume, patient-focused environment with ongoing training and process improvements.

You will collaborate with supervisors to manage workflows, coach team members, and ensure smooth scheduling and communications across departments.

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 verbal and written communication skills.

Responsibilities

• Answer inbound patient and provider calls and provide accurate information.
• Use Epic to schedule appointments and verify demographics.
• Coordinate patient and provider communications and resolve scheduling concerns.
• Lead and mentor Patient Access Center staff.
• Assist with recruitment, onboarding, and training.
• Monitor staff performance and provide coaching.
• Identify workflow improvements to enhance productivity and patient satisfaction.
• Participate in quality improvement initiatives.
• Respond to patient complaints with escalation when needed.
• Ensure compliance with hospital policies and patient confidentiality.

Skills

Customer service

Leadership

Active listening

Communication skills

Time management

Education

High school diploma or equivalent

Tools

Epic

CRM software

Typing skills

Job description

Mass General Brigham's Neurology Call Center is seeking a Lead Patient Access Coordinator to oversee daily operations, support scheduling, and guide staff in delivering excellent patient experiences. This role calls for leadership in a high-volume, patient-focused environment with ongoing training and process improvements.

You will collaborate with supervisors to manage workflows, coach team members, and ensure smooth scheduling and communications across departments.