Patient Services Floor Lead

Patient Services Representatives Floor Lead supports the Director of Patient Services in managing the PSRs in their respective floors while performing their day-to-day tasks. The Floor Lead will need to make sure that Patient Services Representatives assist patients by accurately verifying and updating demographics and insurance information, handling co-pays, scheduling, rescheduling and canceling appointments, checking patients in and out.

• Oversee Patient Services Representatives in delivering comprehensive patient support including demographic/insurance verification and updates UDS), appointment management (scheduling, rescheduling, canceling), patient check-in/out processes, and co-pay collection
• Ensure timely distribution of patient education materials and resolution of medical provider tasks
• Maintain current patient waitlists and manage same-day access scheduling needs

• Monitor adherence to established workflows and recommendations from Director of Patient Services and Operations
• Ensure efficient patient flow and consistent high-quality service delivery
• Address patient concerns through problem-solving, de-escalation, and coordination with medical teams to maximize patient satisfaction
• Collect and file patient complaints in Compliatric system

• Ensure collection of co-pays and outstanding balances, including promotion of Sliding Fee Scale benefits to eligible patients
• Coordinate submission of collected copays and balances to Accounts Payable
• Verify staff completion of dedicated work queues, Department Appointment Report (DAR) reconciliation, and daily end-of-day reviews

• Maintain adequate front desk coverage during operational hours and lunch periods
• Ensure staff follow appropriate scheduling guidelines and maintain organized, clean, efficient work environments
• Serve as primary communication liaison for Patient Services team regarding operational issues and scheduling challenges

One of the following combinations of education and employment experience must be met to be considered for the position:

• 2- 4 years college, post-high school training or certification required.
• At least 6 months experience as a Patient Services Representative

Reports to the Director of Patients Services Representative