Jane Pauley Community Health Center Verified

Healthcare

Patient Access Lead

RemoteRemoteFull TimeLeadPosted 2 days ago

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Required skills

Patient Access
Scheduling
Call Center
Customer Service
Appointment Scheduling
Patient Information Verification
Provider Access
Staff Performance Monitoring
Training
Organizational Policies

Nice to have

Purpose-driven work
Access to care
Robust benefits package
Generous PTO
Life and disability coverage

Role summary

The Patient Access Lead oversees a medical call center's daily operations, focusing on efficient appointment scheduling, patient information verification, and excellent customer service. This hybrid role involves supervising and coaching scheduling staff, ensuring adherence to policies and HIPAA standards, and contributing to process improvement initiatives. Requires a High School Diploma, 2-5 years of relevant experience in a healthcare setting, and proficiency in EHR systems, Microsoft Office, and call center platforms. The position offers purpose-driven work impacting access to care, along with comprehensive benefits.

Empowering communities through accessible, inclusive, and compassionate care, this is the work we do every day.

At Jane Pauley Community Health Center, every role is connected to something bigger. As a Federally Qualified Health Center (FQHC), we deliver integrated, whole-person care to individuals and families across Indiana, regardless of income or insurance status.

Our teams work at the intersection of clinical excellence and community impact, supporting underserved populations while building a culture rooted in collaboration, respect, and growth. Here, you are not just joining a workplace, you are becoming part of a mission that truly matters.

The Patient Access Lead is responsible for overseeing daily operations of the scheduling call center team. This role ensures staff provide excellent customer service to patients while efficiently scheduling appointments, verifying patient information, and supporting provider access. The Team Lead monitors staff performance, provides coaching and training, and ensures adherence to organizational policies, scheduling protocols, and patient confidentiality standards. This position offers a hybrid work arrangement, with the flexibility to work remotely up to two days per week and three days in office.

Essential Duties and Responsibilities

Assist with Patient Access Specialists duties such as answer, triage, and process requests for new patient appointments with primary and specialty providers in a timely manner, making sure that all appointments are made with respect to patient preferences, & insurance plan (where appropriate)

Collect and verify patient and insurance demographics.

Works with primary care and specialty provider offices to best coordinate transfer of required information and generate the best possible patient experience.

Ensures that all scheduled appointments are appropriately documented to include accurate insurance and patient demographics.

Promotes cooperation and helpful behaviors towards all. Shares ideas and participates in performance improvement related activities.

Maintains professional demeanor in every level of communication whether inter-department, customer, peer, or leadership.

Coordinate with manager to ensure proper scheduling workflows and accurate documentation of procedures.

Supervisory Responsibilities

Supervise and support call center scheduling staff during daily operations.

Provide guidance, coaching, and performance feedback to team members.

Assist with onboarding and training of new scheduling staff.

Monitor call center workflow and staffing coverage.

Promote a positive and collaborative team environment.

Participate and facilitate meetings .

Monitor appointment availability and support access improvement initiatives.

Other duties may be assigned

Minimum Requirements:

High School Diploma or equivalent Required.

2-5 years or relevant experience required.

Previous experience in medical office or health care setting required.

Knowledge of medical office practices, procedures and equipment required.

Proficient computer skills, including Microsoft Office (specifically Word and Excel), Electronic Medical and Health records, and other applications.

Skills and Competencies

Strong leadership and team coaching abilities

Excellent communication and interpersonal skills

Knowledge of medical scheduling workflows

Ability to manage high call volumes and prioritize tasks

Strong problem-solving and conflict resolution skills

Proficiency with EHR systems and call center platforms

Knowledge of HIPAA and patient confidentiality requirements

Why You’ll Love Working Here

Purpose-driven work that directly impacts access to care across our communities

Robust benefits package (medical, dental, vision) designed to support you and your family

Generous PTO because we believe caring for others starts with caring for yourself

401(k) with employer contribution to help you plan for what’s ahead

Life and disability coverage for peace of mind

Here, you are not just filling a role—you are helping shape healthier communities and advancing equitable care every day!

Ready to apply?

You'll be redirected to Jane Pauley Community Health Center's application page.