Position Summary:

The Patient Service Representative Lead Team member supports the Practice Supervisor by providing day to day oversight of front desk and patient service operations. This role serves as a lead resource for Patient Service Representatives ensures smooth clinic workflows and helps maintain high standards of patient experience access and operational efficiency.

Primary Responsibilities:

Operational Support

• Support the Practice Supervisor with daily clinic operations and patient flow
• Serve as a point of contact for front desk staff in the absence of the Practice Supervisor
• Assist with staffing coverage scheduling support and real time problem solving
• Monitor clinic volume and assist with workflow adjustments as needed
• Template management for the depts
• Support with time sheets
• Cover the front desk and checkout desk
• Work on wqs and pools to ensure that all requests are completed within 3 business days

Staff Leadership and Support

• Provide guidance coaching and support to Patient Service Representatives
• Assist with onboarding and training of new front desk staff
• Reinforce policies procedures and customer service standards
• Escalate performance or operational concerns to the Practice Supervisor
• Perform quality checks on all operational workqueues and pools to ensure work is completed the same day

Patient Experience

• Ensure a high level of customer service and professionalism at all times
• Address patient concerns complaints and access issues in a timely manner
• Support effective communication between patients clinical teams and administrative staff

Administrative Duties

• Support accuracy in registration scheduling referrals and insurance verification
• Assist with audits reports and data tracking as assigned
• Ensure compliance with organizational policies HIPAA and safety standards
• Perform other duties as requested or assigned to support clinic operations

Qualifications:

• Excellent customer service and interpersonal skills.
• Ability to interact with diverse patient population
• Solid computer literacy; ability to multitask organize and prioritize ones own work.
• Solid understanding of medical insurance terminology.
• Previous experience and knowledge of Community Health Center or Hospital patient registration systems insurance eligibility verification systems (i.e. MMIS WebMD Trizetto NEHEN).
• Solid knowledge of insurance plans concepts and terms.
• Expected to stay abreast of scheduling rules and health care insurance changes Ability to quickly learn new systems and tasks; work as a team member and independently.
• Ability to work in a fast pace environment.
• Ability to listen well and devote full attention to patients and medical professionals alike.
• Ability to be compassionate caring and to remain calm even under the most stressful of situations.
• Flexibility with schedule is required upon request may be required to work extended hours WILL BE REQUIRED TO COVER EVENING AND WEEKEND sessions.
• Other Duties and Locations as Assigned.

EDUCATION REQUIREMENTS

• Bachelors degree preferred
• Previous customer service background preferred.
• Call Center Experience preferred
• Team Lead or Supervisor Experience preferred