Team Lead Patient Access & Intake Services

Staff Leadership & Supervision

• Provide direct day-to-day supervision and leadership for an assigned team, dedicating approximately 20% of time to clinic management including hiring, onboarding, performance management, professional development, and when necessary, separation of staff, in accordance with company policy and in partnership with Human Resources.
• Coordinate daily activities of the assigned team by establishing and maintaining standard operating procedures, organizing workflow, and assigning team responsibilities to support efficient patient care delivery.
• Manage and approve requests, timekeeping records, and schedule changes for assigned staff in the timekeeping system, ensuring accuracy and compliance with policies.
• Address staff performance issues promptly and constructively; complete annual staff performance evaluations in accordance with company policies and timelines.
• Foster a positive, collaborative team environment that supports professional growth, accountability, and high performance.

Clinic Operations & Patient Experience

• Oversee key operational processes for the assigned team or pod, including patient experience standards, staffing plans, staff meetings, supply and inventory management, and team training and onboarding.
• Drive operational performance through effective resource allocation, clear accountability structures, and active support of clinic productivity and patient experience goals.
• Serve as an operational leader within the clinic, which may include supporting multiple locations or acting as site lead when senior leadership is not onsite; optimize workflows and address patient concerns in a timely and professional manner.
• Partner with clinic management to implement organizational policies, procedures, and performance standards consistently across the team.
• Escalate operational risks, patient concerns, or staff issues to senior clinic leadership as appropriate.

Administrative & Compliance Responsibilities

• Maintain up-to-date knowledge of and ensure team adherence to all applicable regulatory, compliance, and organizational requirements.
• Manage team completion of all required compliance training.
• Participate in and/or lead annual compliance audits at the direction of manager.

Patient Intake & Access Operations

• Oversee and optimize all patient scheduling functions, including clinician template management, appointment availability, patient recall programs, and proactive management of cancellations and no-shows to maximize clinic capacity and access.
• Ensure accurate and timely insurance verification for all patients prior to appointments, working with staff to resolve eligibility issues and communicate benefit information to patients.
• Oversee prior authorization and referral processes, including biologics/specialty authorization coordination, ensuring timely submission, follow-up, and documentation.
• Manage point-of-service collection processes, including co-pays, deductibles, patient balances, and cost estimate conversations, ensuring staff are trained meet KPIs.
• Oversee intake form and patient survey workflows, ensuring completion rates, accuracy, and appropriate documentation in advance of or at the time of the patient visit.
• Monitor and manage MIPS data capture at the point of intake, ensuring required patient information is collected, documented, and submitted accurately.
• Support billing staff and coordinate with central billing teams on charge capture and denial resolution as needed.
• Perform access and intake duties as needed, including patient check-in, check-out, scheduling, insurance verification, and point-of-service collection, to support team capacity and maintain hands-on operational knowledge.

Perform other duties as assigned.

Required Competencies and Skills

• Comprehensive knowledge of patient access workflows including scheduling, insurance verification, authorization, intake, and point-of-service collections.
• Working knowledge of MIPS data collection requirements at the point of patient access.
• Demonstrated supervisory skills including coaching, performance management, and team accountability in a clinic environment.
• Proficiency in EHR/EMR and practice management systems; experience with scheduling templates and authorization tracking tools.
• Strong attention to detail and accuracy in insurance verification, authorization documentation, and financial transactions.
• Effective patient-facing communication skills; able to discuss insurance benefits, cost estimates, and billing matters professionally.
• Proficiency in Microsoft Office and timekeeping platforms; strong organizational and multitasking skills.
• Not a remote position. Must be able to travel.

Education & Experience

• High school diploma or equivalent required; associate or bachelor's degree in healthcare administration, business, or a related field preferred.
• Minimum of 2–3 years of experience in patient access, front desk operations, or healthcare registration in an ambulatory setting is required.
• Prior supervisory or lead experience preferred.
• Experience with insurance verification, prior authorization processes, and point-of-service collections required.
• Experience in dermatology or a specialty ambulatory clinic preferred.