Lead Patient Access Representative

Requisition ID
Employment Type
Full Time
Patient Registration
Hours Per Pay Period
CHI St. Luke's Health–Patients Medical Center
Standard Hours
7 pm - 7 am (varied matrix)
Work Schedule
12 Hour


CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S., from clinics and hospitals to home-based care and virtual care services, CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources, CommonSpirit is committed to building healthy communities, advocating for those who are poor and vulnerable, and innovating how and where healing can happen, both inside our hospitals and out in the community.


Provides leadership support and Coordinates the daily activities of the Call Center and order transcription staff. Primary management and communication link to the staff and is responsible monitoring call center performance to ensure high quality service delivery. Liaison between call center and Departments. Responsible for monitoring call center performance live, weekly and monthly. Responsible for the implementation of policies and procedures and quality standards formulated and recommended by the Patient Access Services management team.
1. Provides leadership support and Coordinates the daily activities of the Call Center staff (including order transcription staff) under the direction of the PAS Manager.
2. Identifies and Manages problems associated with service delivered by call center staff and Initiates resolution. Investigates and resolves problems or issues raised by staff, patients, physician offices, or management timely.
3. Monitor’s call center performance live, daily, weekly, and monthly to ensure high quality performance. Generate statistical call center performance reports and analysis.
4. Liaison between call center, Radiology and Lab by providing expertise support in scheduling guidelines, visit types, templates, and order transcription process.
5. Trains staff in all scheduling Functions.
6.Performs quality audits Provides feedback to staff. Inspires trust and is approachable. Instructs with patience and respect. Searches for ways to improve performance and helps staff correct errors.
7.Implementation of policies and procedures, and quality standards formulated and recommended by the Patient Access Services management team.
8.Provides on line support daily by taking patient calls for scheduling appointments. Accurately schedules Radiology appointments according to guidelines provided by department and must have basic understanding of medical terminology, coding and insurance.
9.Evaluates staffing and creates work schedule for call center staff.
10.Provides On-Call support to Patient Access Service groups including ED registration and Performs other duties as instructed



*High school diploma*


Minimum Experience:

*Two (2) years call center experience and
*Two (2) to three (3) years relevant medical experience
Minimum knowledge, skills and abilities:
*Possess the ability to problem solve, perform analysis, and make appropriate decisions and recommendations independently
*Computer proficient
*Ability to perform Call Center Performance Management and Reporting
*Demonstrate excellent and effective communication and customer service skills
*Detailed oriented with high level of accuracy in a fast paced environment
*Multi-tasking abilities
*Highly motivated individual
*Ability to work well with all customers; staff, co-workers, clinicians, patients, physician’s offices, departments, and management team.
*Understand medical and managed care terminology




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