Patient Access Experience Lead

Intuitive-Health; Hilton Head Island (SC); On-site; USD 45,000 - 65,000; Full time

Job summary

Intuitive Health in Hilton Head Island, SC, seeks a Lead Patient Access Advocate to oversee patient registration operations during daytime shifts. You will drive team performance, manage daily workflows, and ensure adherence to department policies while delivering a welcoming experience to patients and families.

The role requires strong leadership, excellent communication, and experience in medical office settings; familiarity with insurance verification, billing, and HIPAA is preferred.

Qualifications

• High School Diploma or GED required.
• 2-4 year college degree in Business, Accounting, Medical Administration or related area preferred.

Responsibilities

• Model patient experience expectations and ensure team is adhering to the patient experience expectations.
• Driving Patient Access Metrics (Callbacks, Bedside, NPS, RQA, etc.)
• Maintain an appropriate Patient Access environment that is friendly and respectful.
• Expertise knowledge of and ability to perform Patient Access duties: verifying benefits, check patients in and out and collect copayments, coinsurance, deductibles.
• Create and maintain the Patient Access Schedule for assigned location.
• Covers voids or when coverage is not located
• Train and mentor new Patient Access staff.
• Assist leader in interviewing candidates
• Prepare appropriate access for new hires
• Complete first 90-day review for new hires
• Implement Patient Access Policies and Procedures with input from Leadership.
• Daily Reconciliation of Cash intake, Credit Card Receipts, Patient Petty Cash, and Bank Deposits.
• Daily Reconciliation of ED Acknowledgment Forms
• Conduct Quarterly Patient Access Staff Meetings
• Assigned to work all Downtimes
• Maintains Downtime Binder
• Reconciles and backloads all patient info
• Ensures staff is trained in this process
• Provide patients and their families with a customer-focused, friendly, reassuring, and open environment that encourages patients to return.
• Assist in resolving patient concerns. Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times and de-escalation techniques.
• Ability to manage conflict and appropriately request the help of a leader when needed.
• Coordinate workflow processes with the hospital partner as needed.
• Follow all HIPAA policies and procedures.
• Follow and enforce all company policies.

Skills

Leadership

Communication

Customer service

Multitasking

Flexibility

Attention to detail

Education

High School Diploma or GED

2-4 year college degree preferred

Tools

Word

Excel

Outlook

Medical office software

Job description

Intuitive Health in Hilton Head Island, SC, seeks a Lead Patient Access Advocate to oversee patient registration operations during daytime shifts. You will drive team performance, manage daily workflows, and ensure adherence to department policies while delivering a welcoming experience to patients and families.

The role requires strong leadership, excellent communication, and experience in medical office settings; familiarity with insurance verification, billing, and HIPAA is preferred.