Lead Patient Service Representative

This position is full-time and will work 40-hours per week. It is full-time benefit eligible. Job Summary The Patient Service Representative Lead Float (PSR Lead Float) role at Prevea Health is responsible for welcoming, registering, and scheduling patients and/or visitors in a friendly and positive manner. This position acts as a liaison between patients and medical staff. The PSR Lead Float will assist the PSR Supervisor in coordinating assigned staff and departmental duties and will assume supervisory duties and responsibilities in the absence of the Supervisor. This role supports multiple locations. What you will do Coordinate communication between patients, family members, medical staff, providers, and administrative staff via phone, in person, or through MyPrevea. Obtain and confirm accurate demographic and insurance coverage information. Work closely with supervisor to develop and maintain staff schedules, proactively identify and communicate staff concerns and performance issues, coach staff on operational best practices and procedures, serve as back‑up in absence of supervisor, and act as liaison to manager. Provide accurate daily batches and/or deposits to appropriate staff for processing. Assist patients and callers with financial inquiries, including policies, insurance, payments, and other financial needs. Route medical inquiries, complaints & messages to appropriate parties. Collect required payments, including co‑payments, outstanding balances, and payments due at the time of service. Complete necessary account, referral, and claim edit workflows and maintenance in assigned work queues. Schedule and confirm patient appointments. Education Qualifications High School Diploma and/or GED – Required Experience Qualifications 1–3 years experience in customer service, insurance and/or healthcare setting – Required Skills and Abilities Maintain a leadership role within respective departments while positively leading by example. Display proficient telephone and computer skills with clear and professional speaking abilities. Provide exceptional customer service by assessing patient needs, meeting quality standards, and evaluating satisfaction. Be empathetic and responsive to patient’s needs by actively listening, asking appropriate questions, and continually looking for ways to provide assistance. Efficiently multi‑task and adapt to fast‑paced environments with frequently changing protocols and processes. Interact positively and effectively with staff members throughout the company. Promote teamwork and provide a supportive environment throughout the organization. Display grammar, spelling, and punctuation knowledge to accurately type patient information and take appropriate messages. Work independently and think critically using provided information. Assist in the implementation of process change. Physical Demands Sitting – Constantly Standing – Rarely Walking – Rarely Driving – Rarely Climbing (stairs/ladders) – Rarely Bending (neck) – Occasionally Bending (waist) – Rarely Squatting – Rarely Twisting/turning (neck) – Frequently Twisting/turning (waist) – Occasionally Lift/Carry 0–10 lbs. – Rarely Lift/Carry 11–25 lbs. – Rarely Lift/Carry 26–35 lbs. – Rarely Lift/Carry 36–50 lbs. – Rarely Push/Pull up to 10 lbs. – Occasionally Push/Pull 11–25 lbs. – Occasionally Push/Pull 26–35 lbs. – Occasionally Push/Pull 36–50 lbs. – Occasionally Push/Pull 51–75 lbs. – Occasionally Push/Pull 76–100 lbs. – Rarely Reach (above shoulder level) – Occasionally Reach (below shoulder level) – Occasionally Simple grasping (hands/arms) – Constantly Fine manipulation (hands/arms) – Constantly Gross manipulation (hands/arms) – Frequently Working Conditions Noise – Occasionally Travel Requirements 5% Hearing Requirements Hears whispers Hears whispers 3–8 feet – Constantly Vision Requirements Color discrimination – Constantly Near vision (correctable to Jaeger 2 or 20/40 binocular) – Constantly Distance vision (correctable to Snellen chart 20/40 binocular) – Constantly Prevea is an Equal Employment Opportunity/Affirmative Action employer. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United State and to complete the required employment eligibility document form upon hire. Prevea participates in E‑verify. To learn more about E‑Verify, including your rights and responsibilities, please visit #J-18808-Ljbffr