Lead Patient Service Representative in Cleveland, Ohio at Care Alliance

Are you an experienced Patient Service Representative who enjoys supporting patients, guiding team members, and helping front desk operations run smoothly? Care Alliance Health Center is seeking a Lead Patient Service Representative to serve as a key resource for patient access operations while supporting scheduling, registration, patient flow, and staff mentorship.

At Care Alliance, our mission is to transform lives by providing exceptional, accessible, and compassionate healthcare experiences for all. The Lead PSR plays an important role in creating a welcoming, efficient, and patient-centered experience for every patient while helping support consistent front desk operations across sites.

About the Role

The Lead Patient Service Representative provides front-line patient access support while also serving as a day-to-day resource for PSR staff. This role partners with leadership to ensure accurate scheduling, efficient workflows, timely communication, and a positive patient experience.

This is a great opportunity for someone who is dependable, organized, patient-focused, and ready to take the next step in a lead role.

What You’ll Do

Key responsibilities include:

• Perform core PSR duties including patient registration, scheduling, and check-in
• Verify patient demographic and insurance information
• Manage appointment scheduling, follow-ups, and rescheduling
• Provide day-to-day guidance and support to PSR staff
• Train new employees and reinforce policies and procedures
• Ensure staff have the tools, resources, and information needed to be successful
• Maintain accurate provider schedules
• Monitor patient flow and appointment management across sites
• Track no-shows, cancellations, and rescheduling efforts
• Address patient concerns and complaints with professionalism and empathy
• Escalate complex issues as needed
• Support a positive, respectful, and patient-centered environment
• Provide updates and reports to leadership on operations and staff performance
• Ensure adherence to HIPAA and organizational policies
• Provide cross-coverage across sites as needed

Why join Care Alliance?

Care Alliance is committed to being the health center of choice by delivering compassionate, high-quality, and innovative healthcare that empowers individuals and strengthens communities. As a Medical Assistant, you will be part of a mission-driven team that works every day to improve access to care and support positive health outcomes.

We offer a competitive benefits package, including:

• Paid Time Off
• 10 paid holidays
• Medical, dental, and vision insurance
• Life insurance
• Retirement plan with up to a 7% employer match

This role operates in a clinical environment with frequent interaction with patients, families, and interdisciplinary care teams. The position requires the ability to stand, walk, move throughout the clinic, assist patients as needed, and manage multiple priorities while maintaining excellent patient care and service. Travel between clinic sites may be required based on organizational needs.

What We're Looking For

We are looking for a strong communicator and team mentor who can lead by example, support patient access operations, and help create a consistent, high-quality experience for patients and staff. The ideal candidate is comfortable multitasking in a fast-paced health center environment and enjoys helping others succeed.

Required Qualifications

• High school diploma or GED required; associate degree preferred
• Minimum of 3 years of previous front desk experience in an outpatient healthcare, physician office, or dental office setting
• Minimum of 1 year of experience working in a lead capacity in a professional environment with direct customer contact
• Minimum of 2 years of Epic experience
• Strong communication, organization, problem-solving, and customer service skills
• Ability to support staff while maintaining professionalism, accountability, and patient-centered service

Apply today and help Care Alliance provide exceptional, accessible, and compassionate healthcare for all.