Lead Coordinator, Patient Access

** Thank you for your interest in a career at Neighbor Health, formerly East Boston Neighborhood Health Center!
** As one of the largest community health centers in the country, Neighbor Health is proud to serve the greater Boston area with a strong commitment to the health and well-being of our patients and communities.
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* ** Neighbor Health**- Please use our  portal to apply for positions.

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** Time Type:
** Full time
** Department:
** Pediatrics
* * All Locations:
** 10 Gove Street – Taylor Building
*
* Position Summary:

** The Patient Access Lead provides daily operational support and leadership to registration staff, ensuring efficient patient flow, accurate registration, and excellent customer service across assigned clinical areas. This role supports staff onboarding, training, scheduling, and workflow coordination while serving as a liaison between Patient Access and clinical teams. The Patient Access Lead utilizes advanced EPIC EMR knowledge, maintains compliance with policies and confidentiality standards, and assists the Supervisor with staffing coverage, performance feedback, and process improvement initiatives.
*** ESSENTIAL DUTIES & RESPONSIBILITIES**
* * Acts as a mentor to new and existing registration staff.
* Works with supervisor to orient and train new staff to department policies, procedures, and workflow.
* Demonstrates excellent leadership in all areas of responsibility for Patient Access Coordinators
* Coordinates the day-to-day workflow for assigned clinical areas.  This includes the registration of patients to ensure efficient patient flow.
* Manages workload for line staff and adjusting staffing levels to meet the needs of the clinical areas
* Displays superior customer service skills. Assists patients to resolve complaints or concerns.  Reports all incidents to supervisor.
* Always maintains patient confidentiality.
* Maintain cash handling in accordance with department and health center policies and procedures.
* Demonstrates initiative, reliability, flexibility, and organizational skills.
* Demonstrates substantial knowledge of all the registration departments to ensure proper information is forwarded to staff as needed.
* Monitor all incoming electronic faxes and ensure the schedule for fax processing is properly assigned; verify document accuracy and timely distribution, and arrange appropriate coverage to maintain continuity during absences
* Utilizes advanced EPIC EMR knowledge to support onboarding, training, and daily oversight of registration staff, ensuring accurate documentation, compliance, and efficient patient flow
* Oversee and verify the completion of the previous day’s checkout report, ensuring accuracy and timely resolution of any discrepancies.
* Routinely scrub provider schedules to ensure correct appointment types, accurate patient information, and the resolution of any booking errors before the day of care
* Demonstrates excellent communication skills.  Promotes clear and concise communication between staff to achieve a healthy and effective atmosphere within the department.
* Promotes a sense of teamwork within the department.
* Provides evening/floating holiday coverage on a rotating basis.
* Responsible for coordinating the maintenance, troubleshooting, and obtaining servicing for all printers, fax machines, and copiers in the Practice Team by processing work orders to facilities and IT
* Oversee the functionality and readiness of all iPads used for patient questionnaires, ensuring they are fully charged, operational, and available for use each day.
* Follows departmental guidelines for emergency situations.
* Interpreting skills used appropriately within all practices as needed.
* Participate in the planning of continuous improvement in skill development and training for all registration staff and any other staff performing a registration function.
* Participates in departmental process redesign, quality assurance activities, and special projects as assigned.
* Act as a liaison between Patient Access departments and the clinical team. Reports any relevant issues to…