Patient Access Team Lead - Patient Registration

Under the general supervision of the Patient Access Manager or Supervisor, the Patient Access Team Lead follows established policies and procedures while providing operational oversight and frontline leadership within the Patient Access department. The Team Lead gathers and records accurate patient demographic, clinical, and financial information and, depending on the assigned area, supports scheduling, registration, insurance eligibility verification, and authorization processes. In addition to performing Patient Access functions, the Team Lead is responsible for interviewing, hiring, scheduling, assigning work to, and evaluating the performance of Patient Access Specialists. The role provides coaching and feedback related to quality, productivity, and customer service, serves as a first-line resource for staff, and collaborates with clinical and ancillary departments to ensure timely access to care and accurate billing. All duties are performed in accordance with the mission, vision, and values of Tampa General Hospital.

Essential Functions:

• Gathers, verifies, and records accurate patient demographic, clinical, insurance, and financial information in accordance with departmental policies and procedures.
• Oversees daily Patient Access operations, including scheduling, registration, insurance verification, and authorization workflows within the assigned area.
• Interviews, hires, schedules, assigns work to, and evaluates the performance of Patient Access Specialists.
• Coordinates staffing and workflow to ensure timely, accurate service delivery and appropriate coverage.
• Serves as a first-line resource for staff by resolving routine personnel or technical issues or escalating to management as appropriate.
• Investigates, resolves, and documents patient or operational issues in a timely and efficient manner.
• Monitors staff performance and assists management with performance improvement initiatives, productivity reporting, and training activities.
• Collaborates with medical staff, nursing, ancillary departments, insurance carriers, and external partners to support patient access and financial services.
• Provides ongoing coaching and feedback to staff related to customer service, quality, and professional conduct.
• Performs all duties in alignment with Tampa General Hospital’s mission, vision, and values while promoting teamwork, accountability, and a positive work environment.

Eduation Qualifications:

• High School Diploma or GED

Experience Qualifications:

• Two (2) years' experience in Patient Access/Accounts setting.

Skills and Abilities:

• Strong working knowledge of patient scheduling, registration, insurance verification, authorization processes, and financial data collection.
• Ability to lead, coach, schedule, assign work to, and evaluate Patient Access staff while supporting departmental goals and performance standards.
• Ability to coordinate daily operations, prioritize workload, and manage staffing and workflow to meet service and productivity expectations.
• Skill in identifying, investigating, and resolving patient, staff, or process issues independently, with appropriate escalation when needed.
• Effective verbal and written communication skills to interact professionally with patients, families, staff, leadership, and external partners.
• Demonstrated commitment to service excellence, quality improvement, and adherence to hospital policies, regulatory standards, and best practices.