Lead Patient Service Representative

Lead Patient Service Representative

Penn Medicine, University of Pennsylvania Health System is seeking an experienced front‑desk leader to oversee patient scheduling, registration, and financial communication for the Physical Rehabilitation Department. The role requires collaboration with the Site Lead, Rehabilitation Systems Coordinator, and therapy staff to maintain high quality front office operations.

• Supervise and mentor Patient Service Representatives, providing coaching on office skills and procedures.
• Schedule and review paid time off requests for the Patient Service Registrar with Site Lead and Rehabilitation Systems Coordinator.
• Perform patient scheduling, registration, chart preparation, patient calls, evaluation and progress note logs, and daily patient charges.
• Maintain up‑to‑date knowledge of third‑party payer systems related to Rehabilitation and counsel patients on financial concerns.
• Facilitate financial and business office requests concerning patient authorizations, denials, and balance‑billed inquiries.
• Maintain logs of critical communications with physicians, hospital departments, and external agencies within the Rehabilitation cost center.
• Prepare agendas and minutes for site‑specific Patient Service Representative meetings.
• Assist with scheduling system use, EMR training, and orientation of new staff.
• Resolve patient complaints, participate in hiring processes, and monitor charge entry accuracy and record maintenance.
• Compile monthly and yearly statistical reports, maintain and store fabrication paper medical records, and support the cost center’s financial reporting.

• High School Diploma or GED (required).
• Experience in medical billing, registration, and financial management.
• Knowledge of medical terminology and previous supervisory experience in a medical office or clinic setting preferred.

Penn Medicine offers a comprehensive compensation and benefits program, including competitive salary, health, dental, and vision plans, generous paid time off, and one of the finest prepaid tuition assistance programs in the region.

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, veteran status, or any other status protected by applicable law.