Ambulatory Access Team Lead

About North Country Healthcare (NCH): 

North Country Healthcare is a non-profit affiliation of four medical facilities, Androscoggin Valley Hospital, North Country Home Health & Hospice Agency, Upper Connecticut Valley Hospital, and Weeks Medical Center, located in the White Mountains Region of New Hampshire. NCH includes numerous physicians and medical providers at multiple locations. This leading comprehensive healthcare network which employs hundreds of highly-trained individuals delivers integrated patient care through three community hospitals, specialty clinics, and home health and hospice services. NCH remains committed to the health and well-being of the communities we serve. As a leader in a management position this role emphasizes advancing High-Reliability Organization (HRO) principles, embedding a culture of safety, accountability, and consistent high performance. 

POSITION SUMMARY:  

The Ambulatory Access Team Lead is responsible for providing daily oversight and support to registration and scheduling staff within ambulatory settings. This role is vital in ensuring compliance with healthcare standards, accuracy in patient information, and delivering service excellence. The Team Lead addresses patient concerns, mentors staff, and ensures adherence to established workflows, contributing to efficient operations and improved patient access to care. 

ESSENTIAL QUALIFICATIONS 

Education: 

• A high school diploma or equivalent is required. 

• An associate or bachelor's degree in a relevant field such as healthcare administration, social work, public health, or a related area is preferred. 

Certification: 

• No specific licensure is required, but certifications in healthcare access management or practice management are advantageous. 

​​Licensure:​ 

• Association* accredited course in Basic Life Support (BLS) (for clinical staff), or Heartsaver CPR AED (for nonclinical staff), and renewal on a regular basis, with up to a three-month grace period after the expiration date. 

Skills: 

• Strong knowledge of outpatient workflows and scheduling processes. 

• Excellent interpersonal skills to guide, mentor, and develop staff effectively. 

• Strong problem-solving skills to address and escalate patient concerns appropriately. 

• Ability to monitor and ensure compliance with operational workflows and healthcare regulations. 

• Capability to travel between various facilities as needed. 

​​Work Experience:​ 

• A minimum of 2 years of experience in ambulatory access or scheduling within a healthcare setting. 

• Experience in leading or mentoring a team is highly desirable. 

ESSENTIAL FUNCTIONS: 

• Guide and provide daily oversight to registration and scheduling staff in ambulatory settings, ensuring tasks are completed accurately and efficiently. 

• Ensure the accuracy of patient demographic, insurance, and referral information, maintaining compliance with healthcare standards. 

• Address patient concerns promptly and escalate complex issues to the appropriate management level as needed. 

• Mentor and train staff, fostering their professional growth and integration into team operations. 

• Support and enforce compliance with established workflows and protocols, contributing to the overall quality and efficiency of ambulatory services. 

​​NON-ESSENTIAL FUNCTIONS 

• ​Performs additional duties as assigned. 

• ​Adheres to facility Values, Service Excellence and Standards of Excellence.​