Codman Square Health Center Inc
Patient Services Representative Team Lead
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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 departments
- 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 work queues and pools to ensure work is completed the same day
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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 applicable.
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 healthcare insurance changes.
- Ability to quickly learn new systems and tasks; work as a team member and independently.
- Ability to work in a fast-paced 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. May be required to work extended hours, WILL BE REQUIRED TO COVER EVENING AND WEEKEND sessions.
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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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