Position Information

Patient Access Team Lead
Position: Patient Access Team Lead
Organization: White House Clinics
Location: Richmond,  KY 
United States
Posting Start Date: 5/23/2024
Date Posted: 5/23/2024


The Team Leader serves as the on-site departmental supervisor, monitoring daily functions of their team to ensure optimal workflow.  The Team Leader reports up to the Service Line Manager as necessary and serves as an intermediary between departments to build relationships, develop teams, and solve problems to better serve patients.  This description is an addendum to core position of the team leader and describes only the specific leadership responsibilities of the team leader.


  1. Establishes the patient as the priority and focuses work around the customer service experience, for themselves  as well as for the team.
  2. Supervises daily functions of the team, ensuring appropriate protocols and policies are followed.
    1. Monitors the daily workflow for efficiency.
    2. Reassigns staff as needed or indicated by the Service Line Manager.
    3. Ensures all departmental logs are completed appropriately and completely.
    4. Approves daily timecards and ensures that team members arrive on time and take appropriate meal and break periods.
  3. Develops staff through coaching and training activities on a regular basis. 
  4. Completes evaluations for staff on team.
  5. Builds relationships amongst team leaders and colleagues to improve interoffice communications and develop teamwork capabilities. 
    1. Collaborates through face to face and IM interactions with both providers and the dental and medical team leaders to solve issues that may present throughout the course of the day.
    2. Participates in monthly clinic team leader meetings to identify workflow issues and troubleshoot potential solutions to present to management team.
  6. Triages patient complaints and issues and solve as able. Routes complicated issues to the next level of management or appropriate department as needed.
  7. Shares appropriate and pertinent information with team in timely manner.
    1. Attends monthly and quarterly meetings to obtain organizational informational.  
    2. Leads monthly team meeting to share organizational information and deliver quarterly team trainings.


The Clerical Support Specialist greets patients and visitors, acts as intermediary between patients and clinical staff, and ensures accuracy of patient demographic and billing information in the practice management system. The Clerical Support Specialist influences patient flow and the general pace of clinic business day through scheduling decisions. The Clerical Support Specialist works as part of an integrated care team to provide high quality coordinated care.


  1. Offers each visitor to the organization an exemplary service experience.
  2. Greets all patients and visitors promptly and pleasantly.  Explains policies to patients and distributes patient information sheets, when appropriate.
  3. Manages telephone traffic into clinic by maintaining responsibility for answering incoming calls within two rings, using proper greeting and name.
    1. Screens calls for physicians,
    2. Assists clients needing minimal assistance,
    3. Transfers calls to other staff as necessary.
  4. Responds to patient requests for appointments, scheduling the patient appointments at convenience of patient;
    1. According to reason provided and in accordance with scheduling guidelines.
    2. Offers appointments with the Primary Care Provider when possible.
    3. Ensures enough time is allotted for special procedures or lengthy exams.
  5. Maintains complete understanding of scheduling guidelines
    1. Updates and/or verifies all demographic information at every patient interaction
      • Patient Name
      • Birthdate
  6. Check in
    • Address & Phone Number, Including Guarantor Address & Phone Number
    • Insurance Information
    • Preferred Primary Care Provider
    • Preferred Pharmacy
    • Scan insurance information at EVERY visit.
  7. Collects patient insurance
    1. Scans copy of all new insurance information into patient’s cart
    2. Validates insurance effective dates and policy numbers at initial visit
    3. Verifies continued coverage at subsequent visits.
  8. Follows guidelines for patient workflow
    1. Promptly updates Tags patients as arrived or ready for service.
    2. Notifies clinical support staff that patient is ready for intake.
    3. Monitors waiting room to ensure timely flow of patients and maintains area for optimal customer experience.
  9. Collects patient payments
    1. Informs all patients of the sliding fee program.
    2. Enforces established financial policies
    3. Refers patients to Financial Counselor as appropriate.
    4. In absence of Financial Counselor, initiates patient qualification for the sliding fee program.
  10. Completes check-out procedures
    1. Completes follow up orders entered by provider.
    2. Provides documentation (school/work excuse, release of information, etc.) to patient as directed by provider.
  11. Completes end-of-day reconciliation and nightly deposit. 
  12. Follow up on “no show” patients according to procedure and informs physician when follow-up contact is not successful.
  13. Completes the documentation of patient reminder calls on a daily basis.
  14. Contacts patients on follow-up or recall list to schedule needed appointments with providers.
  15. Employees are responsible are for maintaining a thorough understanding of their role in the following protocols and as protocols are updated periodically employees are expected to remain current on any updates.
  • Recall plans
  • Reminder calls
  • DNKA-/No Show Appointments
  • Sliding fee Process
  • Updating Patient’s Insurance Information
  • Updating Patient Registration
  • Scheduling Guidelines
  • Canceling or Rescheduling an Appointment
  • Same Day Appointment Scheduling
  • Answering Telephone Call
  • Patient Right to Confidential Communications
  1. Assists with other duties or in other departments as instructed by supervisor.
  2. Acknowledges that White House Clinics strive to be a patient-centered medical home and, as such, prescribe to team-based delivery of primary care services.  Recognizes that the completion of the above listed duties illustrates the employee's role in aforementioned team-based care and accepts responsibility for being an active member of the team, including identification of quality improvement opportunities.


Minimum Education
High School Diploma or GED. 
Minimum Work Experience
One year of experience working in a medical office or community based organization. Preference given for previous supervisory experience.
Required License


Successful applicants will be mature and well organized with pleasant personality, have a professional and confident attitude that inspires respect of the team and stimulate production within the workplace.  Position requires strong verbal and written communication skills that can be applied to multiple levels throughout the organization. Strong leadership skills and critical thinking skills are required as the candidate will be in a supervisory role.   


Accountable to the Service Line Manager.


Supervises departmental team. 


This position requires sitting, some bending, stooping and stretching. Eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment are also required.  Position requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports.  Employees will be required lift papers or boxes up to 50 pounds occasionally. 


Work is performed in office environment and involves frequent contact with staff and the public.  Position may involve dealing with angry or upset people.  Evening and/or weekend work is required.  Work may be stressful at times.
The Team Leader receives a $2.00 stipend.
37.5 hours (Irregular work hours, some overtime possible at times.)
Status: This listing expires on: 6/22/2024
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Organization Information
White House Clinics

Richmond,  KY 40475
United States
Latrell Floyd