Lead Patient Access Coordinator

The Lead Patient Access Coordinator (Lead PAC) serves as an advanced front-office operations role within high-volume clinics (90+ visits/day) requiring onsite leadership, operational oversight, and performance coaching for 3+ Patient Access Coordinators.

The Lead PAC performs all core responsibilities of a Patient Access Coordinator while also ensuring workflow adherence, operational accuracy, schedule optimization, and team development in partnership with clinic and regional leadership.

Essential Functions

• Perform all standard Patient Access Coordinator duties, including check-in, check-out, documentation accuracy, POS collections, schedule management, and patient experience tasks.
• Serve as the onsite front-office lead responsible for daily workflow execution, staffing awareness, and alignment with operational standards.
• Provide real-time coaching, feedback, and training to Patient Access Coordinators to ensure adherence to PT Solutions expectations, behaviours, and standards.
• Monitor schedule utilisation, attainment, and visit volume and partner with clinicians to optimise daily and future scheduling performance.
• Ensure completion of the Patient Check-in Checklist and maintain >98% compliance across all visits.
• Escalate operational issues, patient concerns, and scheduling barriers to clinic leadership promptly and professionally.
• Maintain daily readiness of the front office, lobby, and patient flow processes.
• Support completion of compliance audits, documentation accuracy checks, and revenue-cycle aligned workflows such as insurance verification and authorisation follow-up.
• Provide coverage for PAC duties as needed, maintaining full competency in all front office responsibilities.

Leadership & Coaching Expectations

• Model PT Solutions behaviours including professionalism, communication, reliability, collaboration, and a patient-first mindset.
• Support development of PAC team capabilities through coaching, shadowing, and competency reinforcement.
• Maintain 100% onsite presence, 5 days per week, providing consistent leadership coverage.
• Ensure disciplined adherence to workflows, documentation standards, and operational compliance.
• Partner with clinic and district leaders to address performance trends, staffing needs, and process improvement opportunities.

Required Skills & Abilities

• Advanced communication and customer service skills.
• Ability to multitask and prioritise in a fast-paced, high-volume environment.
• Strong accuracy, attention to detail, and workflow discipline.
• Ability to coach others and support team development.
• Proficiency in Microsoft Office and comfort using multiple software systems.
• Strong patient-centred mindset and conflict-resolution ability.

Required Credentials

• High school diploma or equivalent required.
• 2+ years of PAC or comparable healthcare front office experience preferred.
• Experience with EMR, scheduling platforms, and payment systems preferred.
• Must meet all compliance, background check, and onboarding requirements.

Competencies

• Patient Focus: Creates a welcoming, supportive, and professional experience for every patient.
• Operational Accuracy: Ensures correct documentation, financial collection, and task completion.
• Communication: Interacts clearly and professionally with patients, clinicians, and internal teams.
• Team Collaboration: Supports clinic operations and contributes to a positive clinic environment.
• Adaptability: Adjusts quickly to changes in schedules, patient needs, and workflow demands.
• Reliability: Maintains consistent attendance, punctuality, and task follow-through.

Schedule

• Full Time: Mon-Thurs 8am-5pm, Fri 7am-4pm

Compensation

• Pay Range: $21-$22/hr