Patient Services Representative II- Lead

Job Description

Job Description

Who We Are:

Aviva Health is a dynamic and mission-driven federally qualified health center (FQHC). Committed to providing comprehensive and compassionate healthcare services, Aviva Health offers a holistic approach to care, addressing patients' medical, behavioral health, dental, and social service needs. As a vital healthcare resource in the community, Aviva Health fosters a collaborative and supportive work environment where dedicated healthcare professionals have the opportunity to make a meaningful impact on the lives of individuals and families. Join us at Aviva Health and be part of a team that is dedicated to making a difference in the lives of our patients and the community we serve.

Benefits Include:

• Monday - Friday Scheduling
• Paid Holidays
• PTO
• Comprehensive Medical, Dental, and Vision Coverage
• 403(b) Retirement with Employer Match
• Training and professional development opportunities

• Work-life balance as a Blue Zones participant

Position Purpose:

Under the direction of the Front Office Supervisor, the Patient Services Representative (PSR) II Lead – Family Medicine, provides day-to-day operational leadership and support for front office staff and workflows within the Family Medicine Department. This position promotes efficient clinic operations by coordinating front office activities, supporting workflow consistency, assisting with staff onboarding and training, troubleshooting operational issues, and providing coverage during staffing shortages or periods of increased patient volume. 

The PSR II Lead serves as a subject matter resource for front office staff, reinforcing organizational policies, procedures, and service standards while fostering a collaborative, patient-centered work environment. This role models professionalism, accountability, and exceptional customer service, identifies opportunities for workflow improvement, communicates operational concerns to leadership, and helps ensure timely patient access, continuity of care, and a positive experience for patients, providers, and staff across assigned clinic locations. 

Essential Functions:

• Organizes and prioritizes multiple responsibilities, completing assigned work accurately, efficiently, and within established timeframes. 

• Demonstrates initiative, sound judgment, and effective problem-solving while assuming additional responsibilities with minimal supervision. 

• Coordinates and supports daily front office operations to promote efficient patient flow, continuity of care, and exceptional patient service. 

• Serves as a subject matter resource for front office staff by providing guidance, coaching, training, and ongoing support related to workflows, patient service, and organizational processes. 

• Assists with the onboarding, orientation, and training of new employees and provides ongoing education to reinforce departmental expectations and best practices. 

• Monitors front office operations to identify workflow inefficiencies, staffing needs, service concerns, and opportunities for continuous improvement, communicating recommendations to leadership. 

• Conducts routine quality audits of patient registrations, scheduling activities, and medical records to ensure accuracy, completeness, compliance with organizational standards, and adherence to established workflows. Provides constructive feedback and education to staff as appropriate. 

• Maintains proficiency in registration software, scheduling systems, electronic medical records, and other applicable technologies while assisting staff with troubleshooting and system utilization. 

• Provides front office coverage as needed, including patient check-in, check-out, scheduling, telephone support, registration, and other patient service functions to maintain efficient clinic operations. 

• Travels to and provides coverage at assigned clinic locations as needed to support staffing requirements and ensure continuity of patient care; use of company or personal vehicle. 

• Demonstrates flexibility by actively supporting departmental operations during periods of increased patient volume, staffing shortages, or other operational challenges. 

• Verifies patient demographic, insurance, eligibility, and financial information during registration and check-in, ensuring medical records remain accurate, complete, and current. 

• Accurately calculates patient financial responsibility, collects payments, explains payment expectations, and records financial transactions in the practice management system. 

Qualifications:

• High school diploma or equivalent required. 

• Valid Oregon driver’s license, clean driving record and reliable transportation required. 

• Knowledge of Practice Management and Electronic Medical Record (EMR) systems. 

• Ability to type a minimum of 40 words per minute. 

• Familiarity with medical terminology and anatomy. 

• Experience serving diverse patient populations, including individuals with special needs. 

• Strong interpersonal, communication, leadership, and problem-solving skills. 

• Experience in training, mentoring, and supporting staff. 

• Ability to prioritize multiple responsibilities and adapt to changing operational needs. 

• Ability to maintain strict confidentiality in accordance with HIPAA regulations, policies, and procedures. 

• Minimum two (2) years of clerical experience in a healthcare or clinical setting preferred. 

• Knowledge of collection procedures and laws preferred. 

Ready to join our team? Apply now and take the next step in your career.

Aviva Health is an Equal Opportunity Employer
We are committed to fostering a diverse and inclusive workplace where all qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status.

Aviva Health is a Drug-Free Workplace

To ensure a safe and secure environment for our employees and patients, Aviva Health maintains a drug-free workplace. All employment offers are contingent upon passing a drug screening and a criminal background check. Compliance with these policies is required throughout employment.