Service Team Lead

Job Description

Job Description

About Hopscotch Primary Care

At Hopscotch Primary Care, we believe great healthcare should be accessible to all people across all communities. Today, almost 20% of Americans live in a rural community, yet only 11% of physicians practice in those same communities. We are on a mission to transform healthcare in rural America. We provide high-quality primary care tailored to meet the needs of our patients through our robust care model and comprehensive care team, delivering care in our clinics, and across settings, and wrapping resources around the patients who need them most.

Our patients and the care teams who serve them sit at the center of everything we do at Hopscotch. Hopscotch Primary Care takes a team approach to serve patient needs and provide the best care possible. Our goal is to provide the care each of us would want for ourselves or for our family members, in the right setting, and at the right time.

Today, we are serving thousands of patients in our value-based care model and the number is growing every day. If you want to bring your experience, skill and passion to make a lasting impact in healthcare, we'd like to meet you.

What You'll Do

As the Service Team Lead, you'll oversee daily front office operations, ensuring exceptional patient service, accurate insurance processes, and smooth coordination across the care team. Your responsibilities will include, but are not limited to:

• Greet, check in, and check out patients
• Verify insurance, collect copays, and maintain accurate patient records
• Support patients in resolving basic billing questions, including those related to external providers.
• Train and manage Welcome Coordinators to ensure consistent and high‑quality patient service
• Serve as the center's subject-matter expert on insurance topics, supporting both staff education and patient understanding
• Maintain multiple schedules
• Verify and update patient information in the electronic health record
• Assist patients with forms and paperwork
• Schedule patients and conduct outreach to them
• Prepare and process medical records
• Manage calls, route messages appropriately, and facilitate timely communication within the care team through phone and EHR systems.
• Other duties as assigned

About You

You would be a great fit for this position if you have previous clerical experience in a medical office setting with:

• Basic level understanding of healthcare and commitment to a great patient experience
• A problem-solving orientation and a flexible and positive attitude
• Proven ability to learn new topics and apply "learning on the job"
• Experience with and a supportive attitude toward our patient population, many of whom are older adults
• Proficient PC skills
• Sales background preferred, but not required
• 2-4 years minimum experience in a customer service and customer-facing role
• Fluency in language that is commonly spoken in the community, where necessary
• US work authorization

Additional skills and requirements for the role:

• Excellent interpersonal skills, with an ability to understand needs and target relevant solutions
• Proven reliability, organization, and dependability

From a cultural perspective, you: 

• Create a culture of excellence, by bringing your best and encouraging the same from those around you
• Put service to patients first and encourage the same of those around you
• Take ownership and accountability for your work and for delivering results for patients
• Assume the best in others and bring solutions to challenges with a focus on moving forward together
• Show an active commitment to the team by collaborating and communicating proactively
• Demonstrate a dedication to continuous improvement, in clinical and cultural settings

At Hopscotch Primary Care, we embrace diversity, invest in a culture of inclusion and positivity and encourage all to apply to join our team. You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.