Patient Access Lead

HOPCo; Phoenix (AZ); On-site; USD 52,000 - 68,000; Full time

Job summary

HOPCo in Phoenix, AZ is seeking a Patient Access Lead to supervise scheduling, paging, and referral systems in a busy call center. The role supports scheduling teams, provides coaching, and ensures timely patient care and efficient processes.

The position emphasizes leadership in daily operations, cross‑team collaboration, and ongoing process improvement to meet departmental metrics and patient satisfaction goals.

Qualifications

• High school diploma/GED required.
• Bachelor's degree in Health Care, Education, or related field preferred.
• A minimum of three years of experience in the healthcare field is required.
• Previous call center or trainer/educator experience is preferred.
• Experience with Electronic Health Record systems or other software implementation training programs.
• Medical terminology, ICD, and CPT

Responsibilities

• Opening/closing duties for the department while providing leadership direction.
• Receives questions or calls from scheduling agents and provides timely support for the agents and patients.
• Motivate and encourage agents through positive communication and immediate feedback.
• Monitor phone queues to ensure workloads are distributed and coach agents to improve performance.
• Assist the supervisor to meet department goals related to occupancy, wait times, and abandonment rates.
• Assist supervisors in researching, special assignments, and resolving scheduling discrepancies promptly.
• Attend department meetings as required (Saturday meetings may be required).
• Other duties as assigned by Senior Management.
• Utilizes templates and referral systems to schedule patient appointments.
• Obtain patient demographic information; update and confirms necessary information for processing claims to insurance plans.
• Pages providers on call using appropriate systems.
• Process referrals and schedule appointments; import referrals/docs to patient chart.
• Answer and resolve all incoming calls and requests in a timely, accurate manner; communicate with leadership about patient concerns.

Job description

AtHOPCo, we are dedicated to taking care of you so you can take care of business! Our robust benefits package includes the following:

• Competitive Health & Welfare Benefits
• Monthly $43 stipend to use toward ancillary benefits
• HSA with qualifying HDHP plans with company match
• 401k plan after 6 months of service with company match (Part-time employees included)
• Employee Assistance Program that is available 24/7 to provide support
• Employee Appreciation Days
• Employee Wellness Events

QUALIFICATIONS

• High school diploma/GED required.
• Bachelor's degree in Health Care, Education, or related field preferred.
• A minimum of three years of experience in the healthcare field is required.
• Previous call center or trainer/educator experience is preferred.
• Experience with Electronic Health Record systems or other software implementation training programs.
• Medical terminology, ICD, and CPT

ESSENTIAL FUNCTIONS

• Responsibilities may include opening/closing duties for the department while providing leadership direction.
• Receives questions or calls from scheduling agents and provides timely support for the agents and patients.
• Motivate and encourage agents through positive communication and immediate feedback.
• Monitor phone queues on a regular basis to ensure that the workloads are distributed evenly and to coach agents to improve performance.
• Assist the supervisor to ensure the department goals are being met specific to occupancy percentages, call wait times, abandonment rates, etc.
• Assist supervisors in researching, special assignments and resolving scheduling discrepancies in a timely manner.
• Attends department meetings as assigned. (Saturday meetings may be required)
• Other duties as assigned by Senior Management.

Medical Office Scheduler Responsibilities

• Utilizes templates, scheduling assistants, and referral systems to schedule patient appointments.
• Obtain patient demographic information; update and confirms necessary information to allow processing of claims to insurance plans.
• Utilizes appropriate systems to page providers that are on call.
• Successfully processes referrals through the referral system, contacts patients to schedule appointments, and imports referrals/documents to patient’s chart.
• Answer and resolve all incoming calls and requests in a timely, accurate manner. Communicate with the leadership about potential patient concerns.

The Patient Access Lead Supports call center representatives to ensure optimum performance and patient care. Assists the Supervisor with process review, creating and maintaining materials to assist with scheduling, paging, and referral systems. Aids the scheduling team by being available on the Help Line to answer escalated questions and calls. The Lead Patient Access Lead may assume some supervisory responsibilities in the Supervisor's absence.

Healthcare Outcomes Performance Company is a vertically integrated musculoskeletal outcomes management company.HOPCo manages physician practices, hospital service lines, population health and value-based care programs, and musculoskeletal delivery networks.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.