Patient Access Lead: Scheduling & Support

The CORE Institute; Phoenix (AZ); On-site; USD 52,000 - 72,000; Full time

Job summary

Healthcare Outcomes Performance Company (HOPCo) is seeking a Patient Access Lead to support call center representatives and the scheduling team, ensuring efficient patient flow and timely access to care.

The Lead may take supervisory duties in the supervisor’s absence, help develop scheduling materials, and serve as a point of escalation on patient or scheduling questions. This role requires strong communication, organizational, and training skills within a healthcare setting.

Qualifications

• High school diploma or GED required.
• Bachelor's degree in Health Care, Education, or related field preferred.
• At least three years of healthcare experience required.
• Call center or trainer/educator experience preferred.
• Experience with EHR systems or other software implementation training programs.
• Medical terminology, ICD, and CPT knowledge.

Responsibilities

• Provide leadership direction for opening/closing duties and department goals.
• Receive questions from scheduling agents and provide timely support for agents and patients.
• Motivate and encourage agents through positive communication and feedback.
• Monitor phone queues and ensure even workload distribution while coaching performance.
• Assist the supervisor to meet department goals related to occupancy, wait times, and abandon rates.
• Assist with researching, special assignments, and resolving scheduling discrepancies promptly.
• Attend department meetings; Saturday meetings may be required.
• Other duties as assigned by Senior Management.
• Utilize templates and referral systems to schedule patient appointments.
• Obtain patient demographics; update information to process insurance claims.
• Use appropriate systems to page providers on call.
• Process referrals and import documents to the patient chart.
• Answer and resolve all incoming calls and requests; escalate as needed.
• Support the scheduling team by being available on the Help Line for escalated questions.

Skills

Medical terminology

Call center experience

EHR experience

Training programs

Education

High school diploma/GED

Bachelor's degree in Health Care, Education, or related field

Tools

EHR systems

Job description

Healthcare Outcomes Performance Company (HOPCo) is seeking a Patient Access Lead to support call center representatives and the scheduling team, ensuring efficient patient flow and timely access to care.

The Lead may take supervisory duties in the supervisor’s absence, help develop scheduling materials, and serve as a point of escalation on patient or scheduling questions. This role requires strong communication, organizational, and training skills within a healthcare setting.