MedStar Health

Not-for-profit health system delivering patient care

Team Leader Patient Access

Clinical Support & Patient AdministrationPosted on Nov 13

Full-timeBaltimore, MD, USA$20.57 - $36.27 /hrIn-person

About the Job

Requirements

A high school diploma or GED is required.
Three to four years of patient access, healthcare registration, or customer service experience is required.
Proficiency in a hospital health information system, a scheduling system, and Microsoft Office Suite is required.
Strong interpersonal, organizational, and problem-solving skills are required.
Ability to work in a fast-paced, patient-centered environment is required.
Proficiency in three or more Patient Access areas, such as emergency department registration, surgery admission, authorizations or precertifications, and physician offices, and ability to train others are required.

Responsibilities

Oversee and monitor daily Patient Access department operations, including registration, admissions, point-of-service collections, guest relations, and scheduling.
Lead Patient Access and Guest Relations teams across service areas including the Emergency Department, Outpatient Diagnostics, and Ambulatory Surgery.
Ensure accurate and timely patient registration and scheduling using the hospital scheduling system.
Monitor workflows for compliance with hospital policies and regulatory requirements.
Train and mentor Patient Access and Guest Relations Associates, including onboarding, competency development, and support for certifications.
Provide guidance on systems such as Epic, Loyale credit card processing, and scheduling platforms, and maintain expert-level knowledge of the hospital scheduling system to support appointment coordination and patient flow.
Troubleshoot scheduling issues, assist staff with system navigation and best practices, and ensure scheduling accuracy to prevent delays and improve patient satisfaction.
Promote a welcoming and professional environment for patients, families, and visitors, and resolve patient concerns and service issues promptly and empathetically.
Collaborate with clinical and non-clinical departments to enhance patient experience and serve as a liaison between Patient Access, Guest Relations, and other hospital departments.
Assist with collection, analysis, and reporting of departmental key performance indicators, including encounter audit scores, registration accuracy, and financial clearance rates; identify trends and improvement areas based on data insights.
Collaborate with leadership to implement performance improvement initiatives and communicate updates, policy changes, and performance metrics to staff.
Oversee point-of-service collections and cashiering functions, ensure proper handling of patient payments and financial counseling referrals, and support revenue cycle initiatives with billing and insurance departments.
Participate in departmental meetings and contribute to strategic planning.

Desired Qualifications

An associate's degree in a related field is preferred.
A bachelor's degree in a related field is preferred.
One to two years of demonstrated leadership or supervisory experience is preferred.
Certified Healthcare Access Associate (CHAA) certification is preferred.

About the Job

General Summary of Position
The Team Leader Patient Access is responsible for overseeing and monitoring the daily operations of the Patient Access department including registration admissions point-of-service collections guest relations and scheduling. This role ensures efficient workflows high-quality customer service and compliance with hospital policies and regulatory standards. The Team Leader also supports data collection and reporting for departmental Key Performance Indicators (KP!s) contributing to continuous improvement efforts.

Primary Duties and Responsibilities

Contributes to the achievement of established department goals and objectives and adheres to department policies procedures quality standards and safety standards; complies with governmental and accreditation regulations.

Leads Patient Access and Guest Relations teams across multiple service areas including but not limited to the Emergency Department Outpatient Diagnostics and Ambulatory Surgery.

Ensures accurate and timely patient registration and scheduling using the hospital's scheduling system.

Monitors workflows to ensure compliance with hospital policies and regulatory requirements.

Trains and mentors Patient Access and Guest Relations Associates including onboarding competency development and support for certifications.

Provides guidance on systems such as Epic Loyale credit card processing and scheduling platforms and maintains expert-level knowledge of the hospital's scheduling system to support appointment coordination and patient flow.

Troubleshoots scheduling issues assists staff with system navigation and best practices and ensures scheduling accuracy to prevent delays and improve patient satisfaction.

Promotes a welcoming and professional environment for patients families and visitors and resolves patient concerns and service issues promptly and empathetically.

Collaborates with clinical and non-clinical departments to enhance patient experience and acts as a liaison between Patient Access Guest Relations and other hospital departments.

Assists with the collection analysis and reporting of departmental KPIs including encounter audit scores registration accuracy and financial clearance rates; identifies trends and areas for improvement based on data insights.

Collaborates with leadership to implement performance improvement initiatives and communicates updates policy changes and performance metrics to staff.

Oversees point-of-service collections and cashiering functions ensures proper handling of patient payments and financial counseling referrals and supports revenue cycle initiatives in collaboration with billing and insurance departments.

Participates in departmental meetings and contributes to strategic planning.

Is proficient in three or more areas of Patient Access such as but not limited to ED Registration Surgery Admission Authorizations/Precertifications and physician offices with the ability to train others.

Minimal Qualifications
Education

High School Diploma or GED required and
Associate's degree in related field preferred or
Bachelor's degree in related field preferred

Experience

3-4 years Patient access healthcare registration or customer service experience required and
1-2 years Demonstrated leadership or supervisory experience preferred

Licenses and Certifications

CHAA - Certified Healthcare Access Associate CHAA certification preferred

Knowledge Skills and Abilities

Strong interpersonal organizational and problem-solving skills.
Proficient in hospital health information system scheduling system and Microsoft Office Suite.
Ability to work in a fast-paced patient-centered environment.

This position has a hiring range of

USD $20.57 - USD $36.27 /Hr.

About the Company

MedStar Health

Not-for-profit health system delivering patient care

MedStar Health is a not-for-profit health system serving Maryland and the Washington, D.C. region, with hospitals, ambulatory and urgent care centers, and a health research institute. It delivers medical care through a network of facilities and care teams, supported by ongoing education and research to inform everyday practice. It stands out through its Georgetown University academic partnership, large regional network, and emphasis on patient experience, education, and research. Its goal is to improve regional health by providing high-quality medical care and advancing medicine through education and clinical excellence.

Company size: 10,001+
Company stage: Grant
Total funding: $29M
Headquarters: Columbia, MD
Founded: 1999

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