Administrative Lead Patient Services Representative

Administrative Lead Patient Services Representative

Join a dynamic healthcare team in the Midwest region as an Administrative Lead Patient Services Representative. This key role supports the smooth operation of the Patient Access Department by providing leadership and mentorship to staff. You will oversee daily patient access activities, foster a customer-focused environment, and help enhance the quality of care delivery.

Essential Duties and Responsibilities

• Serve as the primary escalation contact for staff inquiries about workflows and processes.
• Lead training initiatives for new hires and provide ongoing education for registration personnel.
• Report performance successes and areas for improvement to Patient Services Leadership.
• Coach and re-educate staff to address competency gaps and performance trends.
• Manage patient registration, scheduling, insurance verification, and financial clearance processes.
• Ensure accurate collection and documentation of patient demographic, insurance, and financial data.
• Verify insurance coverage, explain benefits and financial responsibilities, and secure necessary authorizations and referrals.
• Collect co-pays, deductibles, and co-insurance payments in line with organizational policies.
• Assist with escalated patient concerns and provide service recovery when needed.
• Recommend, communicate, and promote policy and procedure changes positively within the department.
• Maintain work queues to support efficient claims processing, patient satisfaction, and financial health.
• Provide ongoing guidance and support to the Patient Services team.

Education

A high school diploma or GED is required. A certificate or diploma in Medical Front Office or Medical Terminology is preferred.

Experience

At least two years of experience in medical office or patient registration is required, with demonstrated proficiency in medical office secretary duties.

Mental and Physical Requirements

Ability to focus and pay close attention to detail under time constraints is essential. The role involves extensive computer use with frequent interruptions, standing, walking, sitting, reaching, and assisting patients in wheelchairs. Ability to lift up to 10 pounds is required.

Working Conditions

Standard office environment with occasional exposure to noise, fumes, chemicals, hazards, and diseases. Flexibility to work shifts is necessary.