Patient Access Lead: Customer Service & Team Coach

r1rcm; Indianapolis (IN); On-site; USD 60,000 - 75,000; Full time

Job summary

R1 in Indianapolis is seeking a Patient Access Lead Customer Service Representative to support patient experience and team performance in the Emergency Department. You will act as a trusted resource for staff, monitor productivity, and ensure registration and billing workflows are followed.

You will lead training, resolve patient and staff concerns with professionalism, generate daily reports, collaborate with leadership, and help create a positive, high-performing environment while adapting to

Qualifications

• Minimum of 4 years of relevant experience.
• Strong customer service and communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Experience maintaining confidentiality and handling sensitive information.

Responsibilities

• Monitor team performance, schedules, and productivity metrics
• Ensure workflows and registration processes are followed consistently
• Assist with training, onboarding, and development of team members
• Resolve patient and team member issues with sound judgment and professionalism
• Complete daily worklists and generate reports using registration and billing systems
• Communicate effectively with leadership and cross-functional departments
• Adapt to multiple functional areas based on business needs
• Support quality assurance initiatives and continuous improvement efforts
• Help create a positive, motivated, and team-oriented environment

Skills

Customer service

Communication

Leadership

Multitasking

Education

High School Diploma or GED

Job description

R1 in Indianapolis is seeking a Patient Access Lead Customer Service Representative to support patient experience and team performance in the Emergency Department. You will act as a trusted resource for staff, monitor productivity, and ensure registration and billing workflows are followed.

You will lead training, resolve patient and staff concerns with professionalism, generate daily reports, collaborate with leadership, and help create a positive, high-performing environment while adapting to