Lead Patient Service Representative

Delaware Eye Care Center is searching for an enthusiastic, committed, full-time Lead Patient Services Representative for our Milford, DE. office. Great work hours, No late evenings, no major holidays, a robust benefits package, a team-oriented working environment where you are seen, heard and respected as well as clear career ladder opportunities.

Delaware Eye Care Center has been providing superior comprehensive eye care services to the communities of Delaware for over 30 years. This is your opportunity to join one of the areas most recognized leaders in ophthalmology and optometry. We are committed to customer service and making every interaction extraordinary while inspiring the complete confidence of our patients. Our employees contribute directly to the growth and success of our practices and take pride in being a member of our team. We strongly believe that the manner in which our patients and customers are treated by our employees is as important as the services provided by the doctor.

All of us at Delaware Eye Care Center are committed to inclusion and belonging. We believe today more than ever that creating an environment where everyone can bring their authentic selves to work and make it easy for others to do the same will benefit us all. It isn’t speaking the words, but starts with a culture of caring, listening and service. We would thoroughly enjoy meeting with you and discussing our employment opportunities.

The Lead Patient Services Representative will manage our team and provide effective guidance. You will be responsible for supervising, managing and motivating team members daily. As a Lead, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage the team to achieve goals.

Responsibilities:

• Train, mentor, and schedule front-desk staff
• Act as the primary point of escalation for complex patient issues
• Oversee patient check-ins, verify insurance eligibility, obtain necessary medical authorizations, and collect co-pays
• Monitor registration accuracy, perform audits, and generate productivity or error-rate reports for management
• Maintain a welcoming environment, ensure compliance with privacy regulations, and coordinate seamless communication between patients and clinical staff
• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Motivate team members
• Discover training needs and provide coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Encourage creativity and risk-taking
• Suggest and organize team-building activities

• High School Diploma (or equivalent) alongside 2–3 years of front desk or customer service experience in a healthcare or medical setting
• Proficiency with Electronic Health Record (EHR) systems, insurance portals, and Microsoft Office
• Proven work experience as a team leader or supervisor
• In-depth knowledge of performance metrics
• Strong interpersonal communication, conflict resolution, and the ability to multitask in a fast-paced medical environment
• Good PC skills
• Excellent communication and leadership skills
• Organizational and time-management skills
• Decision-making skills
• Degree in Management or training in team leading is a plus

In Turn We Will Offer:

• Benefits to full-time team members that include comprehensive medical, dental and optical coverage, 401K and short- and long-term disability
• Company paid life insurance
• Paid holidays and generous paid time off
• Paid parking where applicable
• Team oriented working environment where you are heard and respected
• Clear career ladder opportunities

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