Position Summary:

The Patient Service Representative Lead Team member supports the Practice Supervisor by providing day to day oversight of front desk and patient service operations. This role serves as a lead resource for Patient Service Representatives, ensures smooth clinic workflows, and helps maintain high standards of patient experience, access, and operational efficiency.

Primary Responsibilities:

Operational Support

· Support the Practice Supervisor with daily clinic operations and patient flow

· Serve as a point of contact for front desk staff in the absence of the Practice Supervisor

· Assist with staffing coverage, scheduling support, and real time problem solving

· Monitor clinic volume and assist with workflow adjustments as needed

· Template management for the depts

· Support with time sheets

· Cover the front desk and checkout desk

· Work on wqs and pools to ensure that all requests are completed within 3 business days

Staff Leadership and Support

· Provide guidance, coaching, and support to Patient Service Representatives

· Assist with onboarding and training of new front desk staff

· Reinforce policies, procedures, and customer service standards

· Escalate performance or operational concerns to the Practice Supervisor

· Perform quality checks on all operational workqueues and pools to ensure work is completed the same day

Patient Experience

· Ensure a high level of customer service and professionalism at all times

· Address patient concerns, complaints, and access issues in a timely manner

· Support effective communication between patients, clinical teams, and administrative staff

Administrative Duties

· Support accuracy in registration, scheduling, referrals, and insurance verification

· Assist with audits, reports, and data tracking as assigned

· Ensure compliance with organizational policies, HIPAA, and safety standards

· Perform other duties as requested or assigned to support clinic operations

Other duties and/or other departments/locations as applies.

Qualifications & Skills:

· Excellent customer service and interpersonal skills.

· Ability to interact with diverse patient population

· Solid computer literacy; ability to multitask, organize and prioritize one’s own work.

· Solid understanding of medical insurance terminology.

· Previous experience and knowledge of Community Health Center or Hospital patient registration systems, insurance eligibility verification systems (i.e. MMIS, WebMD, Trizetto, NEHEN).

· Solid knowledge of insurance plans, concepts and terms.

· Expected to stay abreast of scheduling rules and health care insurance changes Ability to quickly learn new systems and tasks; work as a team member and independently.

· Ability to work in a fast pace environment.

· Ability to listen well and devote full attention to patients and medical professionals alike.

· Ability to be compassionate, caring, and to remain calm, even under the most stressful of situations.

· Flexibility with schedule is required upon request may be required to work extended hours, WILL BE REQUIRED TO COVER EVENING AND WEEKEND sessions.

Education Requirements:

· Bachelor’s degree preferred

· Previous customer service background preferred.

· Call Center Experience preferred

· Team Lead or Supervisor Experience preferred

Physical Requirements:

· Must be able to stand or sit for prolonged periods (at least 50% of the time)

· Ability to lift up to 25 pounds and load onto shelves

· Visual acuity sufficient for frequent reading and computer use