Patient Services Floor Lead Job Worcester area,Massachusetts USA,Healthcare

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Regular Full-time Worcester, MA, US

2 days ago Requisition

Salary Range: $20.67 To $26.92 Hourly

Position Summary:

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.

PROGRAM SPECIFIC

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Patient Service Operations Management:

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

Quality Assurance and Patient Flow:

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

Administrative and Financial Oversight:

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

Staff Management and Coverage:

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

Supervisory Responsibility – Timecard Approval for team Qualifications and Education Requirements

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

Education and Experience:

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