Patient Services Representative Team Lead

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.

Requirements

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