Patient Services Representative Team Lead
Codman Square Health Center, Inc.
Job Description
Job Description
Description:
Position Summary:
The Patient Service Representative Lead Team member supports the Practice Supervisor by providing day to day oversight of front desk and patient service operations. This role serves as a lead resource for Patient Service Representatives, ensures smooth clinic workflows, and helps maintain high standards of patient experience, access, and operational efficiency.
Primary Responsibilities:
Operational Support
· Support the Practice Supervisor with daily clinic operations and patient flow
· Serve as a point of contact for front desk staff in the absence of the Practice Supervisor
· Assist with staffing coverage, scheduling support, and real time problem solving
· Monitor clinic volume and assist with workflow adjustments as needed
· Template management for the depts
· Support with time sheets
· Cover the front desk and checkout desk
· Work on wqs and pools to ensure that all requests are completed within 3 business days
Staff Leadership and Support
· Provide guidance, coaching, and support to Patient Service Representatives
· Assist with onboarding and training of new front desk staff
· Reinforce policies, procedures, and customer service standards
· Escalate performance or operational concerns to the Practice Supervisor
· Perform quality checks on all operational workqueues and pools to ensure work is completed the same day
Patient Experience
· Ensure a high level of customer service and professionalism at all times
· Address patient concerns, complaints, and access issues in a timely manner
· Support effective communication between patients, clinical teams, and administrative staff
Administrative Duties
· Support accuracy in registration, scheduling, referrals, and insurance verification
· Assist with audits, reports, and data tracking as assigned
· Ensure compliance with organizational policies, HIPAA, and safety standards
· Perform other duties as requested or assigned to support clinic operations
Other duties and/or other departments/locations as applies.
Requirements:Qualifications & Skills:
· Excellent customer service and interpersonal skills.
· Ability to interact with diverse patient population
· Solid computer literacy; ability to multitask, organize and prioritize one’s own work.
· Solid understanding of medical insurance terminology.
· Previous experience and knowledge of Community Health Center or Hospital patient registration systems, insurance eligibility verification systems (i.e. MMIS, WebMD, Trizetto, NEHEN).
· Solid knowledge of insurance plans, concepts and terms.
· Expected to stay abreast of scheduling rules and health care insurance changes Ability to quickly learn new systems and tasks; work as a team member and independently.
· Ability to work in a fast pace environment.
· Ability to listen well and devote full attention to patients and medical professionals alike.
· Ability to be compassionate, caring, and to remain calm, even under the most stressful of situations.
· Flexibility with schedule is required upon request may be required to work extended hours , WILL BE REQUIRED TO COVER EVENING AND WEEKEND sessions.
Education Requirements:
· Bachelor’s degree preferred
· Previous customer service background preferred.
· Call Center Experience preferred
· Team Lead or Supervisor Experience preferred
Physical Requirements:
· Must be able to stand or sit for prolonged periods (at least 50% of the time)
· Ability to lift up to 25 pounds and load onto shelves
· Visual acuity sufficient for frequent reading and computer use
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