Patient Access Representative 4 (Team Lead) - Full-Time/Days

Location: Peabody, MA
Job ID: 176214-1A
Date Posted: May 12, 2022
Category: Specialist

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Job Description

Welcome To

Welcome to Lahey Hospital & Medical Center, part of Beth Israel Lahey Health. Lahey Hospital & Medical Center is a world-renowned tertiary medical center known for its innovative technology, pioneering medical treatment and leading-edge research. A teaching hospital of Tufts University School of Medicine, the hospital provides quality health care in virtually every specialty and subspecialty, from primary care to cancer diagnosis and treatment to kidney and liver transplantation. It is a national leader in a number of health care areas, including stroke, weight management and lung screenings, among many others. Lahey also helps to advance medicine through research and the education of tomorrow's health care leaders.

About the Job

Position Summary:

Under the supervision of a Manager, Patient Access Services, the Senior Patient Access Services Representative assures the operational excellence of a team of colleagues by supporting their adherance to all Lahey Hospital and Medical Center policies and procedures, and their achievement of the department’s measured performance standards.  The Senior Patient Access Services Representative contributes to the continuous improvement of the team’s overall performance.  Key responsibilities include:


  1. Efficient and effective performance of colleagues on a day to day basis (work schedules, department performance metrics, and adherence to LHMC policies).
  2. Continuous improvement of the overall performance of the team by proactively identifying problems and proposing solutions for the Manager’s review. 
  3. Serves as a role model for customer service and colleague engagement at all times.



Essential Duties & Responsibilities including but not limited to:

  1. Assists the Manager in the development of staff schedules.  Identifies gaps in coverage created by planned or unscheduled absences of colleagues and proposes solutions to manager.  Personally provides coverage where/when needed.
  2. Assures that all members of the team achieve departmental performance standards.  Provides training and orientation to new colleagues.  Monitors team members’ performance scorecards.  Makes direct observation of their performance during the work day.  Proactively identifies colleagues in need of retraining and continuing skill development.  Reviews findings with Manager.  Provides retraining and continued skill development to team members as directed by Manager. 
  3. Assures team members’ adherence to all Lahey Hospital and Medical Center policies and procedures, including dress code, attendance, etc.  Reports variances to Manager.  Takes action as directed by Manager.
  4. Works as a positive and constructive change agent.  Demonstrates a commitment to the continuous excellence and improvement of the team’s performance.  Responds to problems as they occur with a positive, “can-do” attitude.  Assists Manager in identifying barriers to the highest level of performance by the team in order to avoid problems from occurring in the first place.  Always offers constructive suggestions.  Thinks creatively.  Strives to either improve existing work flows or to find new ways of doing tasks that enable the greatest productivity and accuracy of work product, and the highest quality of customer service. 
  5. Assist the Manager with special projects as needed.
  6. Contributes to team members’ annual performance appraisals and competency assessments with measurable data and/or specific examples of performance.



Organizational Requirements:

  1. Incorporates Lahey Hospital and Medical Center Guiding Principles , Mission Statement and Goals   into daily activities. 
  2. Complies with all Lahey Hospital and Medical Center Policies.
  3. Complies with behavioral expectations of the department and Lahey Hospital and Medical Center.
  4. Maintains courteous and effective interactions with colleagues and patients.
  5. Demonstrates an understanding of the job description, performance expectations, and competency assessment.
  6. Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.
  7. Participates in departmental and/or interdepartmental quality improvement activities as directed by Manager.
  8. Participates in and successfully completes Mandatory Education.
  9. Performs all other duties as needed or directed to meet the needs of the department


Minimum Qualifications:


High School diploma.


Licensure, Certification & Registration:




Three years experience in a Patient Access Services and/or a Revenue Cycle organization.. 


Skills, Knowledge & Abilities:

Comprehensive knowledge and understanding of key components of effective patient access services, including call center operations, scheduling system use and reporting, revenue cycle operations, Press Ganey metrics, and/or customer service etiquette.  Must have demonstrated and measurable history of achievement in these areas.  Must have strong verbal, written and problem-solving skills. 


40 hours - Days

About Us

Beth Israel Lahey Health is dedicated to improving health and wellness and making a difference in the lives of our patients, their families and all members of the communities we serve.  Formed in March 2019, Beth Israel Lahey Health is a patient-centered, integrated care delivery system providing a continuum of services spanning academic, tertiary and community hospitals, dedicated orthopedic and psychiatric hospitals, primary and specialty care, community acute care, ambulatory care, behavioral services and home health.  Beth Israel Lahey Health Performance Network is a unified joint contracting and population health management organization, jointly governed by participating physicians and hospitals.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.