Team Lead Patient Access (Registration)

Akron Children's Hospital; Boardman (OH); On-site; USD 42,000 - 62,000; Full time

Job summary

Akron Children's Hospital in Boardman, OH, is seeking a Team Lead Patient Access to coordinate daily operations, mentor staff, ensure workflow compliance, and maintain data accuracy and timeliness in registrations and related activities.

This onsite role covers multiple departments including ED, Outpatient, Urgent Care and Admitting, with variable shifts from 3pm to 11:30pm, 5pm to 1:30am and 7pm to 3:30am, and requires collaboration via Epic and other systems to maintain patient flow and

Qualifications

• High school diploma or equivalent is required.
• Minimum of 3 years' experience in patient access/registration-related areas.
• CHAA, CRCR or related certifications preferred.

Responsibilities

• Ensure adherence to Patient Access workflows and accurate registration, insurance verification, estimate generation, patient communication, and payment collection.
• Provide operational support across ED, Outpatient, Urgent Care and Admitting, performing registrations and notifications of admission as needed.
• Manage staff assignments and shift coverage to maintain efficient patient flow across registration areas.
• Monitor the track board to ensure timely registration, proper team assignments, documentation, and payment collection.
• Coordinate effectively with team members and clinical counterparts using Epic Secure Chat and other communication platforms.
• Perform quality audits and mentor staff on Patient Access workflows and updates.

Skills

Verbal and written communication

Multitasking

Issue resolution

Confidentiality

Team leadership

Accuracy in patient information

Self-direction

Education

High school diploma or equivalent

CHAA / CRCR certifications preferred

Experience in medical registration / revenue cycle

Tools

Epic

Microsoft Office

ICD-CM / CPT knowledge

Job description

Full Time (40 hours per week)

Variable shifts, primary shifts include 3pm to 11:30pm, 5pm to 1:30pm and 7pm to 3:30am

Onsite for Registration in Boardman

Summary

The Team Lead Patient Access is responsible for coordinating the daily operations and workload distribution within the Patient Access department. Under the guidance of the Supervisor, this role includes mentoring team members, ensuring workflow compliance, and maintaining data accuracy and timeliness. The Team Lead provides staffing coverage as needed and supports smooth patient flow and communication across departments.

Responsibilities

1. Ensure adherence to Patient Access workflows, including timely and accurate registration, insurance verification, estimate generation, patient communication, and payment collection.


2. Provide operational support across multiple areas including Emergency Departments (EDs), Outpatient, Urgent Care and Admitting, performing virtual or in-person Registrations and Notifications of Admission as needed.


3. Manage staff assignments and shift coverage to maintain efficient patient flow across registration areas. Coordinate coverage for call-offs and adjust staffing levels in accordance with patient volume and standard guidelines for both ED and Admitting departments.


4. Monitor the track board to ensure timely registration, proper team assignments, accurate documentation, and payment collection.


5. Schedule patient appointments and verify medical orders in alignment with departmental protocols.


6. Monitor volumes in Patient Access work queues (i.e. Patient, Estimate, Claim Edit, DNB), assign tasks, and support staff productivity as needed.


7. Coordinate effectively with team members and clinical counterparts using tools such as Epic Secure Chat and other communication platforms.


8. Perform quality audits and shadow staff using standard templates and provide feedback to the Supervisor on a weekly basis.


9. Identify and communicate opportunities for workflow enhancement based on audit findings and team feedback. Participate in process enhancement projects as a Subject Matter Expert (SME).


10. Participate in candidate interviews, assist with new hire onboarding and training, and mentor new and existing staff on Patient Access workflows and updates.


11. Address and resolve patient concerns promptly, escalating issues to the Supervisor when necessary.


12. Contribute to denial review, system downtime support, project participation, maintenance of equipment and supplies, provide on-call coverage as required and other duties as assigned.


13. Other duties as required.

Other information

Technical Expertise

1. Excellent verbal and written communication skills to interact effectively with patients, staff, and healthcare providers.


2. Strong ability to manage multiple tasks, prioritize workload, and ensure efficient operations.


3. Ability to address and resolve issues that arise in patient access processes.


4. Ensure accuracy in patient information and registration processes.


5. Provide a supportive and understanding environment for patients.


6. Ability to work collaboratively with other healthcare professionals and lead a team effectively.


7. Demonstrates self-direction to prioritize and accomplish job responsibilities.


8. Maintains confidentiality related to patients and families.


9. Experience with Epic preferred.


10. Medical terminology knowledge or certified coursework preferred.


11. Proven customer service experience in patient or client-facing roles


12. Completion of medical terminology course preferred.


13. Knowledge of ICD-CM or CPT codes preferred.


14. Proficient in Microsoft Office Suite (Outlook, Word, Excel)


15. Trained and actively able to cover all four departments: MV ED, MV Outpatient, AK ED, & Admitting

Education and Experience

1. Education: High school diploma or equivalent is required.


2. Certification: Certified Healthcare Access Associate (CHAA), Certified Revenue Cycle Representative (CRCR), and Certification in revenue cycle-related areas (e.g., Certified Coder, Medical Assistant) preferred.


3. Years of relevant experience: Minimum of 3 years' experience required; experience working in the medical field in registration, insurance verification/pre-certification, patient accounts, billing, and/or customer service department(s) in service industries preferred. Team Lead experience in hospitality, entertainment, retail, or similar service industries preferred.


4. Certifications may offset 1 year of required experience if combined with at least 1 year of relevant medical experience. 2 years as a Patient Access Lead at ACH preferred.


5. Years of experience supervising: None.

Full Time

FTE: 1.000000

Status: Onsite