Health Access Partner Team Lead

Job Posting Title:

Health Access Partner Team Lead

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Hiring Department:

Dell Medical School

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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Job Details:

General Notes

The Dell Medical School is seeking a Health Access Partner Team Lead

Purpose

The Health Access Partner Team Lead serves as a frontline leader within the Access Center and is responsible for supporting daily operations, guiding team members, and ensuring exceptional patient access experiences. This role provides oversight of scheduling, registration, and patient communication activities while acting as a resource and mentor for Health Access Partners. The Team Lead reports to the Patient Access Manager and ensures efficient appointment coordination, monitors workflows, and resolves complex scheduling issues. The Team Lead also supports compliance with organizational standards and healthcare regulations, contributing to a positive and efficient patient journey. 

Responsibilities

Operational Leadership

• Serves as the lead decision-maker for the daily operations of the Health Access Partner team. 

• Creates and manages daily schedules to ensure appropriate staffing coverage. 

• Delegates task assignments as identified by the supervisor to maintain workflow efficiency. 

• Monitors team productivity and adjusts workflows to meet operational goals. 

• Communicates staffing needs and performance concerns to management. 

Call Center Oversight

• Monitors phone queues to ensure agents are available and alerts management of call spikes or high hold times. 

• Manages call center operations, including adjusting breaks and lunches to maintain coverage. 

• Tracks call metrics and reports trends to leadership. 

• Ensures adherence to call handling protocols and service standards. 

• Supports overflow coverage during peak periods. 

Escalation & Patient Experience Management

• Handles escalated calls from upset patients and redirects to appropriate resources when necessary. 

• Provides an exceptional arrival and service experience for patients and visitors, extending a warm and respectful approach to all individuals. 

• Serves as the first point of contact for staff and patient safety concerns, escalating issues appropriately. 

• Promotes an environment of empathy and professionalism in patient interactions. 

• Collaborates with Patient Relations to resolve service issues. 

Subject Matter Expertise & Team Support

• Acts as the subject matter expert on clinic workflows, processes, and provider preferences for the Health Access Partner team. 

• Assists Health Access Partners with scheduling and insurance-related questions to support accurate and efficient patient access. 

• Facilitates patient flow and communicates concerns to clinical leadership as needed. 

• Maintains up-to-date knowledge of scheduling systems and protocols. 

• Provides guidance on complex scheduling scenarios. 

Training & Staff Development

• Leads team huddles to reinforce training opportunities and operational updates. 

• Oversees and supports Patient Scheduling team members through ongoing education, competency validation, and workflow guidance. 

• Performs, facilitates, and coordinates new hire training in alignment with UTHA Access and Outcomes training competencies. 

• Provides additional training when new processes or procedures are implemented. 

• Evaluates training effectiveness and recommends improvements. 

Advanced Scheduling & Data Integrity

• Schedules complex, multi-disciplinary appointments across departments. 

• Manages scheduling in multiple systems and across multiple locations. 

• Ensures accurate documentation of appointment details and patient demographics. 

• Generates MyChart activation codes and collects required documentation. 

• Coordinates with registration for account updates. 

Collaboration & Continuous Improvement

• Partners with leadership and clinical teams to identify and resolve workflow or patient access concerns. 

• Co