Team Lead Patient Access & Intake Services

Overview

The Team Lead Patient Access & Intake Services is responsible for overseeing patient access and intake functions within an assigned clinic. The role has direct supervision of a limited number of FTEs including but not limited to Patient Access Representatives, Patient Service Representatives (PSRs), Biologics/Authorization Coordinators, and/or billing staff and dedicates approximately 20% of time to administrative leadership responsibilities. The Team Lead Patient Access & Intake Services ensures that all patient-facing intake and access functions operate efficiently, accurately, and in compliance with organizational standards, payer requirements, and applicable regulations. This role is the operational lead for scheduling, insurance verification, authorizations, point-of- service collections, and recall/no-show management.

Responsibilities

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.

Qualifications

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.

Forefront Dermatology is committed to providing equal employment opportunity and maintaining a workplace for employees and applicants that is free from discrimination based upon age, race, religion, color, disability, marital status, sex (including pregnancy), national origin, ancestry, ethnicity, sexual orientation, gender identity or expression, genetic information, veteran or military status, or any other status protected by applicable federal, state, or local law.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, please contact hr@forefrontderm.com to let us know the nature of your request and your contact information.