Patient Access Representative Lead

Nationwide Children's Hospital; Columbus (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Nationwide Children’s Hospital in Columbus, OH seeks a Patient Access Lead to oversee daily scheduling, registration, and waiting room operations. OR/Optime scheduling experience is strongly preferred but not required; the Lead will direct frontline staff and promote workflow efficiency to deliver an exceptional patient and family experience.

The role monitors workload, supports staff, trains new hires, and leads process improvement through audits and data analysis.

Qualifications

• Associate’s Degree, or equivalent experience, required.
• Two years of experience in scheduling, billing, registration, insurance authorization or customer service, required.
• Healthcare experience preferred.

Responsibilities

• Monitors hour by hour the workload of Patient Access Representatives to ensure timely and accurate completion of all tasks.
• Acts as support to line staff in answering questions of immediacy and serves in a supervision capacity as appropriate.
• Assists Supervisor in identifying areas for improvement opportunities and helps determine the best approach for workflow and special projects.
• Ensures scheduled patients have been accurately pre-registered and managed care requirement met prior to the patient’s arrival.
• Assists in training new Patient Access staff and maintain staff work schedules.
• Ensures appropriate tools are available and working properly for staff to complete their jobs.
• Maintains WQ’s and monitors quality and productivity and reports to supervisor.

Skills

Communication

Teamwork

Customer service

Revenue cycle knowledge

Professional demeanor

Education

Associate degree

Job description

Overview:

Seeking a Patient Access Lead to lead daily scheduling, registration, and waiting room operations. OR/Optime scheduling experience is strongly preferred but not required. This role oversees frontline staff, promotes workflow efficiency, ensures compliance with organizational and regulatory requirements, and supports emergency preparedness efforts. The Lead will drive continuous improvement through audits, performance monitoring, data analysis, and process enhancement initiatives. Successful candidates will demonstrate strong leadership, operational excellence, employee development skills, and a commitment to delivering an exceptional patient and family experience.

Job Description Summary:

Ensures the workload in Patient Access is flowing through the system in a timely manner. Coordinates the needs and requirements of the department with the staff and assigns workload to staff to assure patients are registered timely and information collected is complete and accurate.

Job Description:

Essential Functions:

• Monitors hour by hour the workload of Patient Access Representatives to ensure timely and accurate completion of all tasks.
• Acts as support to line staff in answering questions of immediacy and serves in a supervision capacity as appropriate.
• Assists Supervisor in identifying areas for improvement opportunities and helps determine the best approach for workflow and special projects.
• Ensures scheduled patients have been accurately pre-registered and managed care requirement met prior to the patient’s arrival.
• Assists in training new Patient Access staff and maintain staff work schedules.
• Ensures appropriate tools are available and working properly for staff to complete their jobs.
• Maintains WQ’s and monitors quality and productivity and reports to supervisor.

Education Requirement:

Associate’s Degree, or equivalent experience, required.

Licensure Requirement:

(not specified)

Certifications:

(not specified)

Skills:

• Demonstrated ability to effectively interact with peers in problem solving.
• Demonstrated traits of teamwork, cooperation, and displays a positive attitude.
• Excellent communication and customer service skills.
• Detailed understanding of the revenue cycle and its impact on the hospital’s bottom line.
• Strong professional demeanor with the inherent quality to rapidly establish credibility and rapport with staff and customers. Ability to escalation situations to leadership as appropriate.

Experience:

• Two years of experience in scheduling, billing, registration, insurance authorization or customer service, required.
• Experience in a healthcare environment, preferred.

Physical Requirements:

OCCASIONALLY: Blood and/or Bodily Fluids, Climb stairs/ladder, Driving motor vehicles (work required) *additional testing may be required, Lifting / Carrying: 41-60 lbs, Loud Noises, Pushing / Pulling: 26-40 lbs, Pushing / Pulling: 41-60 lbs, Squat/kneel

FREQUENTLY: Bend/twist

CONTINUOUSLY: Audible speech, Chemicals/Medications, Communicable Diseases and/or Pathogens, Computer skills, Decision Making, Flexing/extending of neck, Hand use: grasping, gripping, turning, Hearing acuity, Interpreting Data, Lifting / Carrying: 0-10 lbs, Lifting / Carrying: 11-20 lbs, Lifting / Carrying: 21-40 lbs, Peripheral vision, Problem solving, Pushing / Pulling: 0-25 lbs, Reaching above shoulder, Repetitive hand/arm use, Seeing – Far/near, Sitting, Standing, Walking

Additional Physical Requirements performed but not listed above:

Ability to multi-task within a stressful environment.

“The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individuals so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under their supervision. EOE M/F/Disability/Vet”