Team Lead – Patient Intake and Access Services

The Team Lead, Patient Intake & Access Services is a frontline supervisory and operational leader responsible for overseeing patient access and intake functions within an assigned clinic. The role has direct supervision of a limited number of FTEs including but not limited to Patient Access Representatives, Patient Service Representatives (PSRs), Biologics/Authorization Coordinators, and/or billing staff and dedicates approximately 20% of time to administrative leadership responsibilities.

The Team Lead, Patient Intake & Access Services ensures that all patient-facing intake and access functions operate efficiently, accurately, and in compliance with organizational standards, payer requirements, and applicable regulations. This role is the operational lead for scheduling, insurance verification, authorizations, point-of-service collections, and recall/no-show management.

• Clinic Operations & Patient Experience

• Oversee key operational processes for the assigned team or pod, including patient experience standards, staffing plans, staff meetings, supply and inventory management, and team training and onboarding.
• Drive operational performance through effective resource allocation, clear accountability structures, and active support of clinic productivity and patient experience goals.
• Serve as an operational leader within the clinic, which may include supporting multiple locations or acting as site lead when senior leadership is not onsite; optimize workflows and address patient concerns in a timely and professional manner.
• Partner with the Director, Market Operations and clinic management to implement organizational policies, procedures, and performance standards consistently across the team.
• Escalate operational risks, patient concerns, or staff issues to the Director, Market Operations or senior clinic leadership as appropriate.

• Administrative & Compliance Responsibilities

• Maintain up-to-date knowledge of and ensure team adherence to all applicable regulatory, compliance, and organizational requirements.
• Complete all required compliance training on time and ensure direct reports do the same.
• Participate in and/or lead annual compliance audits at the direction of manager.

• Patient Intake & Access Operations

• Oversee and optimize all patient scheduling functions, including clinician template management, appointment availability, patient recall programs, and proactive management of cancellations and no-shows to maximize clinic capacity and access.
• Ensure accurate and timely insurance verification for all patients prior to appointments, working with staff to resolve eligibility issues and communicate benefit information to patients.
• Oversee prior authorization and referral processes, including Biologics/specialty authorization coordination, ensuring timely submission, follow-up, and documentation in the EHR.
• Manage point-of-service collection processes, including co-pays, deductibles, patient balances, and cost estimate conversations, ensuring staff are trained and held accountable to collection standards.
• Oversee intake form and patient survey workflows, ensuring completion rates, accuracy, and appropriate documentation in the EHR in advance of or at the time of the patient visit.
• Monitor and manage MIPS data capture at the point of intake, ensuring required patient information is collected, documented, and submitted accurately and on time.
• Support billing staff and coordinate with central billing teams on claim accuracy, charge capture, and denial resolution as needed.
• Perform Patient Service Representative duties as needed, including patient check-in, check-out, scheduling, insurance verification, and point-of-service collection, to support team capacity and maintain hands-on operational knowledge.

• Perform other duties as assigned.

Required Competencies and Skills:

• Comprehensive knowledge of patient access workflows including scheduling, insurance verification, authorization, intake, and point-of-service collections.
• Working knowledge of MIPS data collection requirements at the point of patient access.
• Demonstrated supervisory skills including coaching, performance management, and team accountability in a clinic environment.
• Proficiency in EHR/EMR and practice management systems; experience with scheduling templates and authorization tracking tools.
• Strong attention to detail and accuracy in insurance verification, authorization documentation, and financial transactions.
• Effective patient-facing communication skills; able to discuss insurance benefits, cost estimates, and billing matters professionally.
• Proficiency in Microsoft Office and timekeeping platforms; strong organizational and multitasking skills.

Education & Experience:

• High school diploma or equivalent required; associate or bachelor's degree in healthcare administration, business, or a related field preferred.
• Minimum of 2+ years of experience in patient access, front desk operations, or healthcare registration in an ambulatory setting is required.
• Prior supervisory or lead experience preferred.
• Experience with insurance verification, prior authorization processes, and point-of-service collections required.
• Experience in dermatology or a specialty ambulatory clinic preferred.

For this position, the base pay range is $27.50 - $31.00 per hour. Individual pay is determined by role, level, location, job-related skills, experience, and relevant education, certification, or training