Patient Access Lead — Front Office & Scheduling

Sturdy Memorial Hospital; Attleboro (MA); On-site; USD 33,000 - 50,000; Full time

Job summary

Sturdy Memorial Hospital is seeking a Patient Access Coordinator to serve as a senior team member and functional lead within the call center and/or medical practice, providing day-to-day guidance and operational support to Patient Access Specialists and Patient Services Representatives.

This role supports the Patient Access Specialist and Patient Services Representative positions while acting as a resource for workflow coordination, training support, and escalation handling.

Qualifications

• High school diploma or equivalent required.
• Associate’s degree in business preferred.
• Minimum of 2–3 years of experience in a medical or outpatient healthcare setting.
• Strong knowledge of patient scheduling workflows, insurance verification, and call center operations.
• Proficiency in Microsoft Office and electronic health record (EHR) systems.

Responsibilities

• Serve as a first point of contact for Patient Services Representatives and/or Patient Access Specialists regarding workflow questions and day-to-day operational needs.
• Provide guidance and real-time support to staff on scheduling protocols, insurance verifications, insurance referrals, patient interactions, and system navigation.
• Assist with onboarding and training of new hires and cross-training of existing staff.
• Help coordinate daily coverage and workflow distribution in collaboration with leadership.
• Promote consistency in scheduling accuracy, documentation, and adherence to workflows.
• Assist in implementing process improvements to enhance efficiency and patient experience.
• Serve as a liaison between front-line staff and leadership to communicate operational concerns.
• Handle complex or escalated patient calls or concerns requiring advanced problem-solving and service recovery.
• Provide support for challenging scheduling scenarios, complaints, or coordination issues.
• Promote adherence to HIPAA, confidentiality, and organizational standards.
• Reinforce best practices in patient communication and service excellence.
• Support accuracy and completeness in documentation.

Skills

Medical outpatient experience

Scheduling workflows

EHR proficiency

Microsoft Office

Education

High school diploma or equivalent

Associate’s degree in business preferred

Tools

EHR systems

Job description

Sturdy Memorial Hospital is seeking a Patient Access Coordinator to serve as a senior team member and functional lead within the call center and/or medical practice, providing day-to-day guidance and operational support to Patient Access Specialists and Patient Services Representatives.

This role supports the Patient Access Specialist and Patient Services Representative positions while acting as a resource for workflow coordination, training support, and escalation handling.