Patient Service Representative Lead Medical

Lead Patient Service Representative

About the Role

As our Patient Service Representative Lead, you’ll be the go-to person for your team and the calm, caring voice patients remember long after their visit. You’ll coach and inspire your teammates, keep daily operations running smoothly, and turn tricky moments into positive ones. If you’re someone who thrives on helping people, takes pride in developing others, and wants a role where your leadership is felt every day, we’d love to meet you.

What You’ll Do

Verify patient demographics

Obtain and document required consents, HIPAA acknowledgments, and financial policy forms.

Stay informed and maintain competencies by seeking out training opportunities.

Adhere to OSHA, HIPAA, and all other licensing standards.

Identify workflow gaps and recommend process improvements to reduce errors, denials, and patient wait times.

Monitor team performance against quality, accuracy, and patient satisfaction goals, and provide feedback to the manager.

Oversee patient check-in and check-out to ensure accurate, timely, and efficient patient flow.

Schedule for multiple providers, including new appointments, cancellations, reschedules, and waitlist management.

Answer and route incoming calls, messages, and portal requests in a timely, courteous manner, and document messages fully and accurately.

Provide day-to-day direction, guidance, and coaching to Patient Service Representatives, and assign daily duties and coverage.

Train and onboard new team members, including EHR workflows, scripting, and service standards.

Assist with staff scheduling, break coverage, and time-off coordination.

Collaborate closely with nurses, medical assistants, providers, billing, and administrative staff.

Participate in team huddles and staff meetings, sharing updates and patient feedback.

Lead by example, modeling professionalism, teamwork, and a service-first culture.

Foster a positive work environment and interact professionally and respectfully with colleagues across departments.

Uphold professional standards of conduct.

What We’re Looking For

Required Qualifications

High School diploma or equivalent

Minimum of 3 years of experience in a medical front office, patient registration, or patient access role

Working knowledge of insurance verification, referrals, prior authorizations, and medical terminology

Proficiency with electronic health record (EHR) and practice management systems

Computer literacy, including Microsoft Office

Organizational skills.

Skills, Abilities, and Desired Competencies:

Strong communication skills (i.e., verbal, written, listening).

Leadership skills, including the ability to coach, train, and delegate to team members.

Ability to problem solve, resolve conflict, and adapt to a changing environment.

Actively participate as a member of the care team.

Show empathy, kindness, respect and sensitivity to patients, families and colleagues.

Attention to detail and accuracy in registration, billing, and documentation.

Administrative skills (i.e., telephone etiquette, patient scheduling, provider schedule management, multitasking, etc.)

Time Management

A commitment to patient-centered care, health equity, and serving diverse, underserved communities.

Schedule & Locations

This is a Fulltime position at our West Warwick location. Clinical operations run 8:00 a.m. to 8:00 p.m., Monday through Friday and 8:00 a.m. to 5:00 p.m. Saturday and Sunday. You'll work shifts within those hours on a rotating schedule that includes evenings, weekends, and holidays. Occasional overtime may be required during vacation periods or staffing shortages.

Work Environment

You’ll work entirely onsite in a medical office setting at our West Warwick location.

Requires proficiency with computers, multi-line phone systems, and written message-taking.

Moderate physical activity including walking, standing, sitting, bending, and stretching throughout the day.

Our Values

Everything we do at Thundermist is guided by five core values: Integrity, Innovation, Excellence, Community, and Caring. If those resonate with you, you’ll feel at home here.

Ready to join a team that truly cares?

Apply today.

Thundermist Health Center is an equal opportunity employer.

We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex,

national origin, disability status, genetics, protected veteran status, sexual orientation,