Patient Services Representative Team Lead

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.

• 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

• 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 work queues and pools to ensure work is completed the same day

• 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

• 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

Other duties and/or other departments/locations as applies.

Requirements

• Excellent customer service and interpersonal skills.
• Ability to interact with diverse patient population
• Solid computer literacy; ability to multitask, organize and prioritize one’s 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.

• Bachelor's degree preferred
• Previous customer service background preferred.
• Call Center Experience preferred
• Team Lead or Supervisor Experience preferred

• Must be able to stand or sit for prolonged periods (at least 50% of the time)
• Ability to lift up to 25 pounds and load onto shelves
• Visual acuity sufficient for frequent reading and computer use