Lead Patient Care Representative

Lead Patient Care Representative 

Position Summary

MFM Health is seeking an experienced and motivated Lead Patient Care Representative to provide leadership and daily operational support to our Patient Care Representative (PCR) team in each of our practices located in Danvers, Middleton and soon to be Manchester-By-The-Sea. This role serves as a key resource for Front Desk, Phone, Referral, and Prior Authorization staff while helping ensure efficient workflows, exceptional patient service, and compliance with organizational standards.

The Lead Patient Care Representative will work closely with the PCR Supervisor to support staff development, monitor departmental performance, assist with training and onboarding, and provide coverage across departments as needed. This position is ideal for an experienced healthcare administrative professional with strong leadership, communication, and organizational skills.

What We Offer:

• Enhanced Benefits Package: Enjoy a comprehensive benefits package that includes discretionary paid time off to ensure a healthy work-life balance and a 401(k) plan with employer match
• Professional Growth Environment: At MFM Health, we are committed to your professional development. We offer continuous opportunities for learning and career advancement in a supportive and collaborative environment.

Essential Duties and Responsibilities

Leadership & Team Support

• Assist the PCR Supervisor in overseeing Front Desk, Phone, Referral, and Prior Authorization staff.
• Provide leadership, guidance, coaching, and daily operational support to PCR team members.
• Foster a positive, professional, and collaborative work environment.
• Support employee development through training, mentoring, and ongoing education.
• Assist with onboarding and orientation of new staff members.
• Collaborate with the PCR Supervisor throughout the employee lifecycle, including recruitment, performance management, and employee relations.

Operations & Workflow Management

• Perform all responsibilities of the Patient Care Representative role, including front desk operations, telephone support, referrals, and prior authorizations.
• Monitor departmental metrics and productivity standards.
• Review work assignments and completed work for quality, accuracy, and timeliness.
• Assist in creating daily assignments and staff schedules to support operational needs.
• Provide departmental coverage during staffing shortages, vacations, call-outs, and periods of high patient volume.
• Identify workflow concerns and communicate recommendations for process improvement.

Performance & Compliance

• Report performance, attendance, or behavioral concerns to the PCR Supervisor.
• Participate in coaching conversations and corrective action discussions as appropriate.
• Maintain knowledge of and enforce HIPAA regulations, confidentiality requirements, and patient privacy standards.
• Ensure adherence to organizational policies, procedures, and customer service expectations.

Patient Experience

• Promote a culture of exceptional customer service and patient-centered care.
• Address patient concerns professionally and assist in resolving service-related issues.
• Support efforts to improve patient satisfaction and overall patient experience.

Additional Responsibilities

• Participate in department meetings and organizational initiatives.
• Complete special projects and other duties as assigned.

Qualifications

Education

• High School Diploma or equivalent required.
• Additional coursework or certifications in healthcare administration are preferred.

Experience

• Minimum of 3 years of experience in a medical office, healthcare administration, or patient services role required.
• Previous experience in referrals, prior authorizations, scheduling, registration, or front desk operations strongly preferred.
• Prior leadership, training, or supervisory experience preferred.

Required Knowledge, Skills, and Abilities

• Strong leadership and team-building skills.
• Excellent interpersonal, verbal, and written communication skills.
• Exceptional customer service and patient relations abilities.
• Strong organizational and time management skills with attention to detail.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Knowledge of medical terminology, diagnoses, procedures, and health insurance plans.
• Ability to navigate difficult employee conversations professionally and appropriately.
• Strong critical thinking, problem-solving, and conflict resolution skills.
• Proficiency with electronic medical records (EMR/EHR), Microsoft Office, and other healthcare software applications.
• Ability to work independently while maintaining strong collaboration with leadership and team members.
• Adaptable, reliable, and committed to continuous improvement.

About MFM Health

Our mission at MFM Health is to Make Lives Meaningfully Better. We are continually expanding our practice to provide quality, comprehensive, and compassionate care to patients on the North Shore and beyond. We are committed to hiring passionate individuals who are motivated to succeed in a collaborative, patient-centric culture. We pride ourselves on our commitment to excellence, offering services 365 days a year, drive-thru healthcare, and on-site specialty teams and ancillary services.

At MFM Health, we offer excellent benefits, top-notch training, and a vibrant work environment. We believe in celebrating our employees' successes and regularly gather for company-wide parties and events to foster strong team connections. Join us as we continue to grow, investing in our people, programs, and technology to deliver legendary patient service and further our reputation as the provider, practice, and employer of choice!