Lead Patient Service Representative

Position Title: Lead Patient Service Representative (PSR)

Reports To: Center Manager

FLSA Status: Full-time – Hourly, non-exempt as defined under Fair Labor Standards Act

Location: True Health Locations

Content Last Revised: 05/30/2025

ORGANIZATION OVERVIEW

Central Florida Family Health Center, Inc. dba True Health is a private, not-for-profit federally qualified health center (FQHC) serving Central Florida since 1977. Our mission is to provide high-quality, comprehensive healthcare at a reasonable cost to everyone.

JOB SUMMARY

Lead Patient Service Representatives oversee the administrative duties and operational efficiency of the facility. They are responsible for moving patients through the check-in and check-out process, for managing patient complaints, and for ensuring the office is efficiently operating. This is NOT a remote position.

KEY RESPONSIBILITIES

• Maintains a transparent, effective relationship with the Regional Director of Operations, Center Manager, and Clinical Manager by supporting the organization’s activities
• Completes timely and accurately clinical services data entry
• Manages the office in the absence of the Center Manager
• Provides excellent customer service to patients, staff, and visitors
• Contributes and enhances the positive image of the front office operations
• Assists patients with scheduling appointments, registration, check-in, check-out, collecting payments, and assisting with billing inquiries
• Ensures and maintains an efficient patient flow
• Remains non-judgmental when engaging with patients
• Provides information to patients on connecting with appropriate resources to apply for Commercial Insurance and Medicaid programs
• Completes eligibility for sliding fee discount program
• Knowledge of medical terminology
• Knowledge of insurance verification procedures
• Knowledge of True Health’s processes to navigate patients appropriately
• Scans and import patient data to electronic medical record
• Attends internal and external meetings
• Contributes to achievement of organizational goals
• Travel as necessary using personal vehicle (must maintain current auto insurance at own expense)
• Other responsibilities as assigned

ESSENTIAL FUNCTIONS

• Problem Solving
• Customer Service
• Verbal Communication
• Written Communication
• Planning/Organizing
• Adaptability
• Initiative
• Administration/Operations
• Managerial Skills
• Professional Judgement
• Cash Handling

MINIMUM QUALIFICATIONS

• Education:

o Associate’s degree or higher from an accredited college or university Preferred

o High School Diploma, GED, or equivalent work experience, Required

• Experience:

o Proficiency in Microsoft Office (Ex. Word, Excel, Outlook, PowerPoint), Required

o Minimum of 1 year of customer service experience, Preferred

o Typing 40wpm

o Bilingual in English and Spanish or Creole, Preferred

• Licenses or Certifications:

o N/A

• Criminal Background Clearance:

True Health is a Health Center Program grantee under 42 U.S.C. 254b, a deemed Public Health Service employee under 42 U.S.C. 233(g)-(n), and partners with agencies that require criminal background checks. True Health has established policies and procedures that may influence the overall employment process, hiring, and “just cause” for the termination of employees. An employee’s career could be shortened if there is a violation of any policies and procedures.

Prohibited criminal behavior is defined in Florida Statute (F.S.) 408.809. Any employee arrested for any offense outlined in the F.S.408.809 will be immediately suspended and remain suspended until the charges are disposed of in court. The employee will be terminated for an arrest or convict of any violation listed above.

DRUG/ALCOHOL SCREENINGS

A post-offer drug and alcohol screen is a requirement for employment. Failure to successfully pass the drug/alcohol screen will be cause for the offer to be rescinded. Employees are subject to random drug/alcohol screenings throughout the duration of their employment with True Health. If an employee fails to pass the drug/alcohol screening, then this shall become grounds for discipline up to and including immediate termination.

WORK ENVIRONMENT

• The employee will be working in an outpatient healthcare setting.
• The employee is subject to prolonged periods of sitting at a desk and working on a computer.
• The employee is subject to perform repetitive hand and wrist motions.
• The employee is frequently required to stand, walk, talk, and hear.
• The employee is occasionally required to use hands to handle or feel objects, reach with hands and arms, stoop, kneel, crouch, and move or lift up to twenty-five (25) pounds.
• The employee is required to use close vision, peripheral vision, depth perception, and adjust focus.
• A reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS

The employee will work as the needs of the operation require. Normal work days and hours are Monday through Thursday, 8am – 6pm and Fridays, 8am – 12pm; however, there will be times when the employee will need to come in or work on “off hours” or “off days” to meet the needs of the position.