Team Leader, Patient Access Services (Sandra Eskenazi Mental Health Center) in Indianapolis, IN at Eskenazi Health

Date Posted: 12/1/2019

Job Snapshot

Job Description

Organization: HHC

Sandra Eskenazi Mental Health Center, Indiana's first community mental health center, provides comprehensive care for emotional and behavioral problems, including severe mental illness and substance abuse. The Sandra Eskenazi Mental Health Center offers both inpatient and outpatient services, including several outreach centers as well as clinic- and community-based services.


The Team Leader, Patient Access Services provides assistance in coordinating all functions and activities related to patient access including, but not limited to: front-end customer service, accurate patient registration, on-site insurance verification and financial counseling, accurate Time-of-Service (TOS) payment collections and interfacing with business partners. The Team Leader, Patient Access Services ensures appropriate daily staffing and maintains the efficient flow of operations in outpatient clinics and hospital servicing areas with the ability to perform a variety of operational, financial, clerical and patient access duties.


  • Monitors quality by performing audits of departmental outputs and ensures all associated processes are followed consistently
  • Addresses and resolves complaints related to customer service; escalates to appropriate resources when necessary
  • Completely performs functions of assigned frontline staff; is the “at elbow” subject matter expert for frontline staff and trains new personnel
  • Ensures organizational adherence to Eskenazi Health Administrative and Patient Access Services policies
  • Assists Supervisor and/or Manager in educating staff of any changes pertinent to their roles
  • Acts in capacity of Supervisor or Manager in his/her absence, and informs Supervisor or Manager of all issues upon his/her return
  • Communicates effectively and maintains positive working relationships with patients, management and other employees to promote teamwork, cooperation and a positive public image of Eskenazi Health Services
  • Performs and tracks multiple tasks accurately in short timeframes; works quickly and accurately in a fast-paced environment while managing multiple demands
  • Ensures that all Epic work queues related to departmental functions are cleared within the guidelines established by department


  • Participates in orientation/instruction of new personnel as required
  • Contributes to quality improvement processes as requested
  • Utilizes interpersonal communication strategies/skills to achieve desired outcomes/results with patients/families and others
  • Performs all other job-related duties as assigned


  • Bachelor’s degree preferred OR two years of experience in patient access or a related medical field OR one year of supervisory or management experience
  • Possesses or completes designated HBI certifications and Indiana Navigator Certification at time of hire or must obtain within the probationary period

Sandra Eskenazi Mental Health Center's primary mission is to serve individuals with serious mental illness and chronic addiction as well as seriously emotionally disturbed children and their families. Patients of all ages are welcomed, from children to seniors, with a philosophy of care that stresses strength-based and family- and community-centered treatment utilizing the Recovery Model of treatment.


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