Team Lead – Patient Intake and Access Services

Overview

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.

Responsibilities

• 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.

Qualifications

• Required Competencies and Skills:
  • Comprehensive knowledge of patient access workflows including scheduling, insurance verification, authorization, intake, and point-of-service collections.
  • 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:
  • A high school diploma or equivalent required.
  • An associate or bachelor's degree in healthcare administration, business, or a related field preferred.
  • A 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.

Pay

The base pay range for this position 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.