Lead Patient Service Rep-Cardiology

Job Description

Lead Patient Service Rep – Cardiology (Nemours Children’s Hospital, Delaware).

• Oversight and resource provision for clerical associates (PSRs and MAs) by ensuring any changes to workflow or processes are implemented.
• Monitoring ongoing clerical performance; providing coaching, feedback, and facilitating day‑to‑day office operations with the office leadership team.
• Performance or delegation of daily office functions related to appointment scheduling, patient intake (including data verification), charge entry, revenue cycle, and front‑office communications.
• Reporting to the Office Manager any deficiencies or issues related to front‑office functions.
• Performs and oversees the essential functions as delineated in the PSR II job description.
• Participates in the hiring of front‑office staff and precepts the orientation process of new clerical associates to meet their 90‑day review goals.
• Provides timely feedback to clerical staff and the office manager as part of the annual evaluation process; coaches and re‑educates staff as needed and escalates repeated issues to the office manager for corrective action.
• Ensures clerical staff follows appropriate office policies and procedures; completes annual competencies for PSR staff and assists with annual competencies for MAs related to front‑office functions.
• Delegates tasks and ensures clerical staff complete them accurately and timely; collaborates with other Nemours departments (billing liaisons, revenue cycle, continuous improvement, etc.) and uses appropriate tools (Calabrio phone recordings, registration audit tools, etc.) to provide quantitative and qualitative feedback to staff.
• Coordinates and maintains clerical staff schedules; maintains a professional clerical environment and enforces Nemours Standards of Behavior.
• Serves as the Super User and Preceptor for the clerical staff.

• Completes all tasks according to standard business practices.
• Supports Nemours mission, vision, and values.
• Respects the confidentiality of all patient information.
• Monitors and ensures patient safety and office cleanliness and security.
• Monitors and opens, sorts, and routes mail, labs, and consult reports.
• Participates in office and departmental system‑wide quality assessment and improvement activities.
• Maintains positive professional relationships with providers and coworkers.
• Checks status of patients waiting and advises of progress.
• Monitors waiting room and keeps patients informed of schedule delays.

• High school diploma required.
• 3 or more years of job‑related experience required.
• Cardiology and insurance experience is a plus.