Cardiac Call Center Leader

About the role

The Patient Access Leader oversees the daily operations of the patient access and scheduling team, providing leadership, direction, and support to staff.

Responsibilities

• Supervise and manage the patient access team and daily scheduling operations.
• Monitor productivity metrics and ensure departmental goals are achieved.
• Cook up communication with Patient Service Representatives, Nursing Team Leaders, Practice Administrators, and department leadership.
• Ensure accurate and efficient scheduling of patient visits and diagnostic testing.
• Aid with schedule maintenance, staffing adjustments, and template modifications as needed.
• Serve as a liaison between clinic operations and the patient access department.
• Address operational concerns and communicate issues or proposed changes to leadership.
• Assist with recruitment, onboarding, orientation, and training of patient access staff.
• Provide ongoing coaching, support, and performance feedback to team members.
• Promote a positive, professional, and patient-centered work environment.
• Conduct employee evaluations and counsel staff when appropriate.
• Maintain appropriate staffing levels to support departmental needs.
• Review and approve time-off requests in accordance with staffing requirements.
• Ensure team members are trained on departmental tools, policies, procedures, and compliance standards.
• Ensure accurate documentation within the electronic medical record (EMR).
• Maintain patient confidentiality in compliance with HIPAA regulations.
• Support compliance with all organizational policies, procedures, and regulatory standards.
• Collaborate with HIM/EMR teams to support workflow improvements and documentation quality initiatives.
• Perform Patient Access Representative duties when operationally necessary.
• Perform additional duties as assigned in support of organizational goals and patient care initiatives.

Qualifications

• Previous patient access, healthcare scheduling, or medical office experience preferred.
• Prior leadership or supervisory experience strongly preferred.
• Strong communication, organizational, and problem-solving skills.
• Experience with EMR systems and healthcare scheduling platforms preferred.
• Ability to work collaboratively in a fast-paced healthcare environment.