Patient Access Lead

About the role

Empowering communities through accessible, inclusive, and compassionate care, this is the work we do every day.

At Jane Pauley Community Health Center, every role is connected to something bigger. As a Federally Qualified Health Center (FQHC), we deliver integrated, whole-person care to individuals and families across Indiana, regardless of income or insurance status.

Our teams work at the intersection of clinical excellence and community impact, supporting underserved populations while building a culture rooted in collaboration, respect, and growth. Here, you are not just joining a workplace, you are becoming part of a mission that truly matters.

The Patient Access Lead is responsible for overseeing daily operations of the scheduling call center team. This role ensures staff provide excellent customer service to patients while efficiently scheduling appointments, verifying patient information, and supporting provider access. The Team Lead monitors staff performance, provides coaching and training, and ensures adherence to organizational policies, scheduling protocols, and patient confidentiality standards.

This position offers a hybrid work arrangement, with the flexibility to work remotely up to two days per week and three days in office.

Essential Duties and Responsibilities

• Assist with Patient Access Specialists duties such as answer, triage, and process requests for new patient appointments with primary and specialty providers in a timely manner, making sure that all appointments are made with respect to patient preferences, & insurance plan (where appropriate)
• Collect and verify patient and insurance demographics.
• Works with primary care and specialty provider offices to best coordinate transfer of required information and generate the best possible patient experience.
• Ensures that all scheduled appointments are appropriately documented to include accurate insurance and patient demographics.
• Promotes cooperation and helpful behaviors towards all. Shares ideas and participates in performance improvement related activities.
• Maintains professional demeanor in every level of communication whether inter-department, customer, peer, or leadership.
• Coordinate with manager to ensure proper scheduling workflows and accurate documentation of procedures.

Supervisory Responsibilities

• Supervise and support call center scheduling staff during daily operations.
• Provide guidance, coaching, and performance feedback to team members.
• Assist with onboarding and training of new scheduling staff.
• Monitor call center workflow and staffing coverage.
• Promote a positive and collaborative team environment.
• Participate and facilitate meetings.
• Monitor appointment availability and support access improvement initiatives.
• Other duties may be assigned

M inimum Requirements

• High School Diploma or equivalent Required.
• 2-5 years or relevant experience required.
• Previous experience in medical office or health care setting required.
• Knowledge of medical office practices, procedures and equipment required.
• Proficient computer skills, including Microsoft Office (specifically Word and Excel), Electronic Medical and Health records, and other applications.

Skills and Competencies

• Strong leadership and team coaching abilities
• Excellent communication and interpersonal skills
• Knowledge of medical scheduling workflows
• Ability to manage high call volumes and prioritize tasks
• Strong problem-solving and conflict resolution skills
• Proficiency with EHR systems and call center platforms
• Knowledge of HIPAA and patient confidentiality requirements