Lead Patient Access Coordinator - Neurology

Site: The Brigham and Women's Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Department of Neurology, Patient Access Call Center | Monday–Friday | 8:30 AM–5:00 PM | Hybrid (3 Days Onsite/2 Days Remote)

Take the next step in your healthcare career while leading patient access operations and helping deliver an exceptional patient experience!

We are seeking an experienced, organized, and service-focused Lead Patient Access Coordinator to join the Neurology Call Center. In this important leadership role, you'll help oversee daily call center operations, support patient scheduling and communications, and serve as a trusted resource for Patient Access Center staff.

Working closely with the Patient Access Center Supervisor, you'll help coordinate daily workflows, provide guidance and training to team members, and identify opportunities to improve operational efficiency and patient satisfaction. This is an exciting opportunity to develop your leadership skills while supporting a collaborative team dedicated to delivering exceptional neurological care.

What You'll Do

- Answer inbound patient and provider calls, assess caller needs, and provide accurate information and assistance in accordance with departmental service standards.
- Utilize Epic to schedule appointments, verify patient demographics and insurance information, enter prescription refill requests, and route clinical messages appropriately.
- Coordinate patient and provider communications, address scheduling concerns, and ensure timely resolution or escalation of inquiries.
- Apply active listening, problem-solving, and de-escalation skills to manage complex calls and deliver a positive patient experience.
- Partner with the Patient Access Center Supervisor to coordinate daily workflows, adjust staff assignments, and maintain appropriate call center coverage.
- Serve as a lead resource for Patient Access Center staff, providing guidance, answering questions, and supporting consistent scheduling and customer service practices.
- Assist with recruitment, onboarding, orientation, and training of new team members.
- Support the Supervisor in monitoring staff performance, identifying training needs, and providing coaching and development opportunities.
- Identify workflow challenges, service quality concerns, and operational inefficiencies, recommending improvements to enhance productivity and patient satisfaction.
- Participate in quality improvement initiatives focused on call center performance, scheduling accuracy, and the overall patient telephone experience.
- Respond to patient complaints and service concerns, facilitating appropriate follow-up and escalation when necessary.
- Provide operational support and assist with daily oversight responsibilities in the absence of the Patient Access Center Supervisor.
- Maintain compliance with hospital policies, departmental procedures, patient confidentiality requirements, and established service standards.

• High school diploma or equivalent required.
• 3–5 years of customer service experience required.
• 2–3 years of call center experience required.
• Foreign language experience preferred.
• Strong telephone etiquette and exceptional customer service skills, with the ability to communicate professionally and compassionately with patients, families, and providers.
• Excellent verbal and written communication skills, including active listening, conflict resolution, and de-escalation.
• Proficiency with computers, customer relationship management (CRM) software, and strong typing skills.
• Ability to learn and apply departmental services, scheduling protocols, insurance requirements, and hospital policies.
• Strong organizational, time management, and decision-making skills with the ability to manage competing priorities in a high-volume call center environment.
• Demonstrated ability to lead, mentor, and provide guidance and support to colleagues.
• Sound judgment, attention to detail, and strong problem-solving skills when addressing complex patient and operational concerns.
• Ability to work independently, collaborate with leadership, and contribute to a positive, team-oriented work environment.

Why Join Our Team?

• Hybrid work arrangement with three days onsite and two days remote each week, Monday–Friday.
• Comprehensive benefits, including medical, dental, and vision coverage.
• 403(b) retirement plan.
• Tuition reimbursement.
• Discounted MBTA pass and additional employee perks.
• Opportunity to advance your healthcare career in a lead role within the Neurology Patient Access Center.
• Develop leadership expertise through staff training, workflow coordination, coaching, and operational support.
• Gain specialized experience in neurological patient access, complex scheduling, Epic, and high-volume call center operations.
• Collaborate with departmental leadership, clinical teams, and administrative colleagues dedicated to delivering exceptional neurological care.
• Play an important role in improving patient access, strengthening operational workflows, and enhancing the overall patient experience.

You'll play an essential role in supporting the Neurology Call Center while empowering team members and helping patients access the care they need. Join a collaborative team where your leadership, problem-solving skills, and commitment to exceptional service make a meaningful impact every day!

Hybrid1620 Tremont Street40RegularDay (United States of America)

Pay Range

$20.84 - $29.79/Hourly

Grade

4At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework