Patient Access Representative Team Lead - (Holmdel)

Position Summary

The Lead Patient Access Representative (Lead PAR) performs all standard PAR duties while providing daily training, coaching, and scheduling support to the front-desk team. This role serves as a subject-matter expert in urology-specific workflows, including sensitive patient interactions, procedural scheduling, and insurance requirements, and acts as the first-line escalation point for PARs before an issue reaches the Practice Manager.

Essential Duties and Responsibilities

Patient Services & Front Desk

Perform all Patient Access Representative duties, including check-in/check-out, scheduling of visits and procedures, insurance verification, and collection of patient payments.

Provide compassionate, discreet service when supporting patients with sensitive urologic conditions.

Team Leadership & Training

Serve as the front-line escalation resource for PARs on patient concerns, complex scheduling, or insurance questions.

Train and onboard new PARs on front desk workflows, procedures, and terminology.

Provide real-time coaching on handling sensitive patient interactions and maintaining patient dignity.

Scheduling & Staffing Support

Build and maintain PAR schedules to ensure adequate front-desk coverage.

Identify and flag staffing gaps or coverage risks to the Practice Manager, coordinating PTO requests with PM.

Operational Oversight

Oversee daily front desk operations, ensuring efficient patient flow for both office visits and procedural schedules

Coordinate complex scheduling templates involving providers, procedure rooms, equipment, and prep requirements

Support prior authorization workflows for imaging, procedures, and specialty medications commonly used in urology

Identify and resolve operational bottlenecks (e.g., procedure delays, patient flow challenges)

Compliance & Patient Experience

Uphold HIPAA compliance and heightened privacy standards given the sensitive nature of urology care.

Support audits involving registration, documentation, and billing accuracy.

Required Qualifications

High school diploma or equivalent required; associate degree or higher preferred.

Preferred Qualifications

Three to five years of medical front-office experience preferred.

Prior experience in urology, surgical specialty, or procedural practice strongly preferred.

Previous lead or mentoring experience preferred.

Knowledge, Skills, and Abilities

Working knowledge of urology procedures, terminology, and insurance/prior authorization requirements.

High emotional intelligence and discretion in handling sensitive patient situations.

Strong leadership, coaching, and problem-solving skills.

Proficiency in EMR/EHR systems and scheduling platforms.

Physical Requirements and Work Environment

Fast-paced specialty practice requiring frequent patient and staff interaction.

Requires standing, sitting, and extended computer use.

Reporting Structure

Reports to: Practice Manager. Provides day-to-day training, coaching, and scheduling guidance to Patient Service Representatives.

The Lead Patient Access Representative does not have authority to issue disciplinary action or make final hiring or termination decisions. The Lead Patient Access Representative may participate in candidate interviews and provide input to the Practice Manager, who retains ownership of the hiring decision.

Salary Range

The salary range for this role is $24.50-25.50

What We are Offer You

At U.S. Urology Partners, we are guided by four core values. Every associate living the core values makes our company an amazing place to work. Here “Every Family Matters”

Compassion

Make Someone’s Day

Collaboration

Achieve Possibilities Together

Respect

Treat people with dignity

Accountability

Do the right thing

Beyond competitive compensation, our well-rounded benefits package includes a range of comprehensive medical, dental and vision plans, HSA / FSA, 401(k) matching, an Employee Assistance Program (EAP) and more.

About US Urology Partners

U.S. Urology Partners is one of the nation’s largest independent providers of urology and related specialty services, including general urology, surgical procedures, advanced cancer treatment, and other ancillary services. Through Central Ohio Urology Group, Associated Medical Professionals of NY, Urology of Indiana, and Florida Urology Center, the U.S. Urology Partners clinical network now consists of more than 50 offices throughout the East Coast and Midwest, including a state-of-the-art, urology-specific ambulatory surgery center that is one of the first in the country to offer robotic surgery. U.S. Urology Partners was formed to support urology practices through an experienced team of healthcare executives and resources, while serving as a platform upon which NMS Capital is building a leading provider of urological services through an acquisition strategy.

U.S. Urology Partners is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.