Lead Coordinator, Patient Access

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As one of the largest community health centers in the country, NeighborHealth is proud to serve the greater Boston area with a strong commitment to the health and well-being of our patients and communities.

Whether you're a nurse or physician providing direct care, a manager leading dedicated teams, or part of the essential support staff who keep our operations running smoothly — every role at NeighborHealth is vital. Together, we’re advancing medicine and delivering the best care experience for our patients and community!

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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 the supervisor
• Carries change and make rounds as needed to ensure the departments are running smoothly. Addresses any concerns or feedback from staff and/or patients
• Provide feedback to the Supervisor regarding staff as part of their development or performance reviews. Recognizes issues pertaining to staff and brings them to the attention of the leadership team for proper resolution. This may include attendance and punctuality issues, dress code, non-compliance or work-related issues.
• Forwards feedback and/or letters from staff. Updates supervisor of new workflows or workflow ideas.
• Attends safety committee walk-throughs, drills and/or meetings as needed and requested by Supervisor.
• Assist Supervisor with approving time off for staff.
• Assist Supervisor with the staff schedule to coordinate coverage
• Coordinates the ordering of office supplies for assigned clinical areas through Supervisor
• Assumes additional responsibilities during Supervisor’s absence, as requested.

EDUCATION:

• High School graduate or equivalent

EXPERIENCE:

• Minimum of 3 to 5 years experience in a medical office setting
• Knowledge of managed care, the various insurance plans, registration practices and protocols
• Understanding of and experience with NeighborHealth systems, processes, policies and procedures a plus
• Utilizes advanced EPIC EMR knowledge

SKILLS/ABILITIES:

• Strong initiative and leadership skills
• Exceptional customer service and problem solving skills
• Excellent communication and interpersonal skills

• Strong organizational and time management skills
• Strong computer skills

• Demonstrates ability to work in a fast paced environment performing multiple tasks simultaneously

BENEFITS:

• Medical, dental, and vision coverage.
• Life and disability insurance.
• 401(k) retirement plan.
• Tuition reimbursement.
• Flexible spending and transportation accounts.
• Paid holidays, vacations, sick, and personal time.
• Generous staff development benefit.
• Excellent malpractice coverage.
• Pet insurance.
• And much more.

PAY RANGE

Starts at $22/hr up to $33 based on experience

EEO & Accommodation Statement:

NeighborHealth is an equal employment/affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail toHRrecruit@NeighborHealth.com or call 617-568-4480 to let us know the nature of your request

Federal Trade Commission Statement:
According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website. We do not ask or require downloads of any applications, or “apps.” Job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.

E-Verify Program Participation Statement:

NeighborHealth participates in the Electronic Employment Verification Program, E-Verify. As an E-Verify employer, all prospective employees must complete a background check before beginning employment.