SUMMARY:

The Patient Access Lead (PAL) provides leadership and oversight of the referrals department at Gracelight Community Health Centers. The PAL ensures that internal and external clients receive outstanding customer service while coordinating and managing the daily operations of referral staff. Responsibilities include training supervising and monitoring productivity; managing patient referral tracking; and ensuring timely communication and completion of all patient referrals across the organization.

This role serves as a patient advocate working to ensure patients receive necessary referrals based on medical necessity and health plan authorization. The PAL will also contribute to special projects and other duties as assigned by leadership.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

1. Upholds and promotes Gracelight Community Healths mission vision and values.
2. Supervises all referral department functions including staffing performance evaluations coaching and disciplinary actions in collaboration and supervision of the Patient Access Manager.
3. Provides ongoing training to ensure consistent quality in referral processing and customer service.
4. Trains referral staff and other applicable team members on updated procedures guidelines and referral management systems.
5. Manages access to referral portals (EHR eConsult managed care portals County systems); coordinates with IT and clinical teams to support upgrades or improvements.
6. Collaborates with health center managers to train site-specific referral staff and ensure timely processing.
7. Ensures timely and appropriate patient communication regarding referrals and authorizations.
8. Leads efforts to enhance efficiency in referral communication and turnaround times.
9. Ensure staff adhere to customer service and scheduling standards.
10. Compiles data and generates reports for leadership and regulatory reporting.
11. Maintains awareness of patient confidentiality and HIPAA compliance in all communications.
12. Assigns monitors and reviews referral staff work to ensure accuracy timeliness and compliance with standards.
13. Sets departmental priorities and oversees daily workflow.
14. Responds to general inquiries promptly and courteously maintaining high service standards with internal and external stakeholders.
15. Promotes a positive accountable and service-oriented department culture.
16. Answers and directs phone calls professionally using established call management protocols.
17. Ensures department compliance with all organizational policies and procedures.
18. Perform other duties and special projects assigned.

QUALIFICATIONS:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The qualifications listed represent the knowledge skills and abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions.

1. Demonstrated flexibility to work in different areas of the organization as needed
2. Adherence to company policies and procedures
3. Strong supervisory and management knowledge
4. Familiarity with regulatory compliance at federal state and local levels
5. Excellent verbal and written communication skills
6. Ability to foster a safe professional and efficient work environment

EDUCATION/EXPERIENCE:

1. High school diploma or GED (required)
2. Previous experience in healthcare administration or referral coordination (preferred)
3. Excellent telephone etiquette and interpersonal communication skills
4. Strong commitment to professionalism when interacting with patients staff and external partners

LANGUAGE SKILLS:

• Ability to read and interpret documents such as policies contracts reports and procedure manuals
• Ability to write routine reports and correspondence
• Strong verbal communication skills for effective interaction with staff patients and management

MATHEMATICAL SKILLS:

• Ability to calculate figures such as percentages proportions and apply basic algebraic concepts.

REASONING ABILITY:

Ability to apply practical judgment and common sense when carrying out instructions presented in written verbal or diagram form as well as when navigating routine daily situations. Demonstrated ability to analyze and resolve issues involving multiple concrete variables within standardized processes. Capable of making sound decisions and taking timely action to achieve positive outcomes.

OTHER SKILLS AND ABILITIES:

• Clear and effective communication
• Excellent multitasking and time-management abilities
• Detail-oriented with strong organizational skills
• Ability to thrive in a fast-paced environment
• Professional phone handling including transferring and message-taking
• Bilingual in English and Spanish Armenian Korean or Tagalog (preferred)

PHYSICAL DEMANDS:

• Frequent use of hands for typing and handling materials
• Regular standing walking and sitting
• Occasional lifting up to 30 pounds
• Ability to climb one flight of stairs as needed
• Vision requirements: close vision color perception and the ability to adjust focus
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

• The referral departments typical work environment is a quiet office setting with occasional high ambient noise due to phone calls and multiple conversations. The Patient Access Referral Lead must be able to focus and perform tasks effectively despite distractions.
• Reasonable accommodation will be made for individuals with disabilities to perform the essential functions.