Lead Patient Care Representative

MFM Health•Danvers, MA

8d•$24 - $32•Onsite

About The Position

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. 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.

Requirements

High School Diploma or equivalent required.
Minimum of 3 years of experience in a medical office, healthcare administration, or patient services role required.
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.

Nice To Haves

Additional coursework or certifications in healthcare administration are preferred.
Previous experience in referrals, prior authorizations, scheduling, registration, or front desk operations strongly preferred.
Prior leadership, training, or supervisory experience preferred.

Responsibilities

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