Patient Access Representative Lead

10 Nationwide Children's Hospital; Columbus (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Nationwide Children's Hospital in Columbus, OH is seeking a Patient Access Lead to supervise daily scheduling, registration, and waiting room operations. You will drive workflow efficiency, ensure compliance, and support emergency preparedness while promoting an exceptional patient and family experience.

Responsibilities include monitoring workload, training new staff, coordinating department needs, and leading continuous 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 environment 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 and supervises as appropriate.
• Identifies areas for improvement opportunities and helps determine the best approach for workflow and special projects.
• Ensures pre-registration and managed care requirements are met prior to patient arrival.
• Assists in training new Patient Access staff and maintains staff work schedules.
• Ensures tools are available and functional for staff to complete their jobs.
• Maintains work queues and reports on quality and productivity to supervisor.

Skills

Communication skills

Customer service

Teamwork

Revenue cycle knowledge

Leadership

Problem solving

Education

Associate's Degree or equivalent experience

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.

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 elevate 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.

Equal Opportunity Employer

EEO M/F/Disability/Vet

Company Culture

The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it.

Welcome to Nationwide Children's Hospital, Where Passion Meets Purpose. Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission. We're 15,000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we'll never meet. Kids who live healthier, fuller lives because of the knowledge we share.

We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research.

Anywhere. Ask anyone with a Nationwide Children's badge what they do for a living. They'll tell you it's More Than a Job. It's a calling. It's a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere. Nationwide Children's Hospital. A Place to Be Proud.