Patient Services Lead

Job Description

Job Title: Patient Services Lead

Department: Patient Services

Reports To: Patient Services Manager

FLSA Status: Non-Exempt

Approved Date: June 16, 2026

Summary

The Patient Services Lead oversees daily front desk and patient services operations for an assigned clinic location. This role supports a seamless patient experience by combining front-desk administrative duties, financial services, account coordination, site readiness, and operational leadership. The Lead ensures patients are checked in and out efficiently, insurance and demographic information is verified, payments and deposits are collected and posted accurately, billing-related inquiries are addressed appropriately, and site-specific needs such as supplies, maintenance, cleaning, and deliveries are maintained. This position serves as a primary liaison between patients, staff, and leadership while supporting patient satisfaction, financial integrity, compliance, and the mission and values of Peachtree Orthopedics.

Essential Duties and Responsibilities

• Oversee daily front desk and patient services operations for the assigned clinic location, ensuring consistent patient service, check-in and check-out processes, and adherence to organizational standards.
• Provide site-level oversight, training, mentoring, and support to Patient Services Coordinators while promoting a professional and welcoming patient experience.
• Greet, check in, and check out patients; maintain waiting room cleanliness; manage deliveries; and support visitor screening and front desk readiness.
• Verify and update patient insurance and demographic information, obtain referrals when applicable, collect and post payments accurately, and schedule follow-up appointments and ancillary services.
• Process co-pays, patient balances, deposits, daily collections, reconciliation activities, and courier-ready deposits with accuracy and accountability.
• Assist patients with billing-related questions, account balances, payment plans, and accounts receivable concerns in collaboration with internal resources and the Billing Customer Service team.
• Complete daily schedule scrub activities, create Daily Balance Sheets for upcoming appointments, print required schedules and tracking sheets, and coordinate completion of site-level schedule scrub tasks.
• Maintain facility appearance and function, including waiting areas, patient check-in stations, supply inventory, courier deliveries, mail, and package logging and distribution.
• Serve as the point of contact for on-site operational issues and escalate concerns as needed to the Patient Services Manager and/or Director of Patient Services.
• Ensure compliance with HIPAA, OSHA, organizational policies, insurance and billing procedures, and internal front-end processes.
• Support communication and collaboration between front desk staff, clinical staff, physicians, and leadership while contributing to departmental meetings, quality initiatives, performance evaluations, system implementations, and process improvements.
• Other duties as assigned.

Qualifications

• High school diploma or GED required; Associate degree in Healthcare, Business, or a related field preferred.
• Minimum of one to two years of healthcare front desk, patient services, registration, or related experience required.
• Familiarity with insurance plans, medical terminology, insurance verification, time-of-service collections, check-in and check-out processes, and scheduling of ancillary services preferred.
• Proficiency with computers, Microsoft Office applications, and EMR systems required.
• Ability to speak clearly, write professionally, interpret instructions and documentation, and communicate effectively with patients, staff, providers, vendors, and leadership.
• Strong customer service, organizational, leadership, teamwork, dependability, productivity, and problem-solving skills required.
• Ability to multitask in a fast-paced clinical environment while maintaining empathy, professionalism, confidentiality, accuracy, and attention to detail.
• Ability to read and comprehend instructions, correspondence, and memos; sort and file materials alphabetically and numerically; perform basic mathematical calculations; and apply common sense understanding to written and oral instructions.

Supervisory Responsibilities

Directly supervises Patient Services Coordinators and oversees front desk operations for the assigned clinic location. This role provides guidance, training, coaching, performance feedback, and site-level support to ensure alignment with Peachtree Orthopedics standards and patient service excellence.

Certificates, Licenses, Registrations

None required.

Physical Demands & Work Environment

This position requires regular sitting, standing, walking, computer use, and frequent patient interaction in a clinical setting. Employees are regularly required to use hands and arms and may occasionally lift or move up to 30 pounds. Extended periods of computer use and patient interaction are common. The role may require travel to multiple clinic locations and participation in staff development and training sessions. Work is performed in a clinical environment with moderate noise levels and frequent interaction with patients, staff, and providers. The ability to adapt to operational changes, technology updates, and evolving patient needs is essential. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Work Schedule

The anticipated work schedule for this position is:

• Monday through Friday: 6:45 a.m. - 5:00 p.m., based on clinic and operational needs.
• Saturday Clinic and Urgent Ortho coverage: 8:00 a.m. - 12:00 p.m., as needed.
• Saturday MRI Clinic coverage: 6:30 a.m. - 1:00 p.m., as needed.

Work schedules may vary based on patient volume, staffing levels, provider schedules, business demands, and operational requirements. Additional hours, schedule adjustments, and coverage assignments may be required to support organizational needs.

Peachtree Orthopedics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.