Lead PER - Ambulatory; Weymouth

The Lead Patient Experience Representative (Lead PER) oversees clinic administrative operations and coordinates patient services to ensure an exceptional patient and family experience. Provides administrative support to providers and clinic staff, requiring in-depth knowledge of departmental programs, services, policies, and procedures.

• Deliver positive, effective customer service to patients, families, visitors, providers, and staff.
• Greet, screen, direct, and register patients; respond to routine inquiries and resolve complex concerns.
• Collaborate with referring providers and practices to address complex patient issues.
• Manage escalated service concerns and scheduling issues; rotate to call center departments as needed.

• Verify and process patient demographics, insurance, payment, and referral information.
• Obtain and document insurance authorizations, referrals, and verifications.
• Collect and organize documentation for reimbursement, billing, and referrals; enter coding and treatment information as needed.
• Collect and reconcile patient payments, maintain accurate transaction records, and prepare deposits.
• Coordinate with Financial Counseling and support patient registration, admissions, and discharge processes.
• Collect required patient measurements and questionnaire responses in the electronic medical record (EMR), as assigned.

• Schedule and confirm diagnostic tests, procedures, surgeries, and consultations.
• Monitor daily clinic schedules and coordinate patient flow with clinicians and supervisors.
• Prepare examination rooms, forms, records, and supplies as needed.
• Coordinate shift handoffs, team huddles, meetings, conferences, and departmental events.
• Manage calls and messages, prioritize urgent needs, and initiate emergency responses when necessary.
• Coordinate ancillary services and maintain medical records, office supplies, and equipment.

• Lead, prioritize, and delegate work to designated patient experience staff; monitor performance and provide coaching and feedback.
• Serve as a resource for departmental policies, procedures, systems, and administrative problem resolution.
• Assist with staff evaluations and disciplinary actions as appropriate.
• Support staff training and ensure team members are informed of changes to customer service standards, technology, policies, and procedures.
• Demonstrate strong problem-solving skills and assist colleagues in resolving complex issues.

• Use phone systems, email, Microsoft Office, and clinical, scheduling, and billing applications.
• Assist patients and caregivers with patient portal enrollment and navigate multiple systems and visit types as required.
• Participate in departmental and organizational initiatives, support implementation of new processes, and promote continuous improvement.

• High school diploma required;
  Bachelor's degree preferred.
• Minimum of two years of related healthcare experience.
• Experience with relevant computer applications, including Microsoft Office, Adobe, or Google applications.
• Strong customer service skills and experience.