Lead Patient Services Representiteve

Lead Patient Service Representative (Lead PSR)

We are excited to announce an opportunity for an experienced and service-oriented team member to join Winters Healthcare as our Lead Patient Service Representative (Lead PSR).

As the first point of contact for many of our patients, the Patient Service Representative team plays an essential role in creating a welcoming, supportive, and positive experience for everyone who interacts with Winters Healthcare. Whether assisting patients at the front desk, answering phone calls, helping navigate appointments, or connecting patients with resources, PSRs help ensure every patient feels valued, respected, and supported throughout their healthcare journey.

The Lead PSR serves as a key resource for the front office team, providing daily support to Patient Service Representatives while partnering closely with the Revenue Cycle Manager to ensure efficient operations and exceptional patient service. This role is instrumental in coordinating front office workflows, supporting staff development, helping resolve patient concerns, and maintaining a positive and professional environment for both patients and employees.

This position offers an excellent opportunity for someone looking to grow professionally, expand their leadership skills, and make a meaningful impact on the patient experience. The Lead PSR will serve as a mentor, trainer, and resource for team members while helping identify opportunities for operational improvements and team success.

The ideal candidate is organized, adaptable, tech savvy, and skilled at building strong relationships. They enjoy helping others succeed, thrive in a fast-paced environment, and are committed to providing exceptional customer service. At Winters Healthcare, we value collaboration, connection, and compassionate care as we work together to improve the health of our community.

Reports to: Revenue Cycle Manager FLSA Status: Non-exempt, hourly

Summary of Duties

Under the general supervision of the Revenue Cycle Manager, the Lead Patient Service Representative (PSR) will perform a wide range of duties in the medical department. Tasks primarily involve providing a high level of support for Patient Service Representatives. The Lead PSR will be key to leading the team in managing patient schedules and will partner with the Revenue Cycle Manager to ensure adequate coverage and front office resources to provide quality care to our patients. The Lead PSR will ensure the front office provides a high level of customer service for all patients.

Essential Functions

• Provide day-to-day support, guidance, and leadership to Patient Service Representatives.
• Support onboarding, training, and development of new team members.
• Identify workflow challenges, recommend solutions, and suggest training opportunities or materials to leadership.
• Create weekly staffing schedules and assist staff with missed or inaccurate time clock entries.
• Ensure adequate reception and call center coverage to meet patient needs.
• Lead by example through professionalism, teamwork, accountability, flexibility, and exceptional customer service.
• Ensure incoming calls are answered promptly and appropriately triaged.
• Ensure patients and visitors are warmly welcomed and assisted in a timely manner.
• Serve as a resource for resolving escalated patient concerns, complaints, and service recovery situations.
• Maintain a professional, organized, comfortable, and welcoming lobby and front office environment.
• Support eligibility verification, benefits processes, and ongoing staff training.
• Monitor special program enrollments and reporting requirements.
• Research returned mail and assist with updating patient demographic information.
• Manage provider schedules, including "Tetris" and triaging patient appointments, to maximize patient access.
• Collaborate closely with clinical and back office teams regarding scheduling changes, provider availability, adjustments, challenges, and patient flow.
• Track and distribute incoming faxes and mail.
• Coordinate equipment maintenance, including phones, copiers, and medical equipment, and report facility issues.
• Manage department supply inventory, ordering, and storage.
• Perform basic IT troubleshooting and coordinate with IT consultants when needed.
• Review, count, and confirm weekly cash receipts to ensure accuracy.
• Report cash receipt discrepancies to the Revenue Cycle Manager.
• Conduct monthly Sliding Fee Scale audits according to organizational policies and procedures.
• Complete monthly partnership capitation reporting and distribute information to the appropriate individuals.
• Review monthly WHA and partnership lists to initiate outreach to potential new patients, send welcome letters, and establish connections.
• Manage monthly patient outreach related to health plan assignments and enrollment opportunities.
• Prepare and distribute required reports and administrative information as assigned.
• Participate in staff meetings, ongoing training, and quality improvement initiatives.

Minimum Requirements

Education and Work Experience

• Minimum one year of experience working in a Patient Service Representative or Front Office Receptionist role within a healthcare or community health setting.
• Experience with Electronic Health Records (EHR), preferably Epic.
• CPR certification or ability to obtain certification within three months of placement in the role.

Knowledge, Skills & Abilities

• Fluency in English and Spanish, including reading, writing, and speaking, is required.
• Ability to build positive relationships with patients, coworkers, community members, employees, and the public.
• Strong leadership potential and ability to model exceptional customer service, teamwork, and flexibility.
• Strong organizational and detail-oriented skills with the ability to manage multiple competing priorities in a fast-paced environment.
• Effective verbal, written, interpersonal, and communication skills.
• Emotional intelligence, critical thinking, and problem-solving abilities.
• Demonstrated team experience and proven success in implementing team goals.
• Significant background providing outstanding customer service.
• Computer literacy and experience operating standard office equipment.
• Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook.
• Ability to work thoughtfully with individuals from diverse cultural, economic, and social backgrounds, including community members facing socioeconomic challenges.
• Ability to maintain confidentiality and exercise sound judgment.
• Passion and dedication for serving the healthcare needs of our patients and community.
• Punctuality and attendance are essential functions of the job.

Additional Desired Qualifications

• Experience in an FQHC or community health center environment preferred.
• Experience training, mentoring, or supporting staff.
• Previous Epic experience preferred.
• Experience coordinating schedules, workflow management, or front office operations preferred.

Other Requirements

Authorization and consent for Winters Healthcare to investigate a candidate's background with a consumer report for employment purposes, including employment, promotion, reassignment, or retention decisions.

Operating Hours

• Monday, Tuesday, and Thursday: 8:00 AM 8:00 PM
• Wednesday and Friday: 8:00 AM 5:00 PM

Working Hours

• This position is 40 hours per week during the Foundational Onboarding Period.
• Following successful completion of onboarding, the employee will be eligible for Winters Healthcare's 4 Day Work Week and transition to a 32-hour workweek while maintaining compensation equivalent to 40 hours worked.
• This position requires a minimum of one evening shift per week.
• Occasional evening, weekend, or overtime work may be required as business needs dictate.

Compensation & Benefits

• During the 8-week Foundational Onboarding Period, starting wage banding is $26.32 - $34.75/hour. After the 8-week Foundational Onboarding Period, wage banding increases to $32.90 - $43.44/hour, plus full health insurance benefits.
• Covered insurance includes medical, dental, vision, supplemental long-term disability, life insurance/AD&D, and employee assistance program, all 95% sponsored for the employee and 70% sponsored for dependents.
• Paid time off: In addition to the weekly wellness day, we have 2 additional paid holidays off and approximately 2 weeks of PTO based on years of service, hours worked, and 4DWW hours. Approximately 58+ days off!
• 401(k) retirement match at