Lead Patient Service Rep I

MedBridge Healthcare LLC•Greenville, SC

1d•Onsite

About The Position

At Pivotal Health, we are committed to delivering exceptional patient care through innovative healthcare solutions and operational excellence. We partner with providers and healthcare organizations to ensure patients receive the support they need throughout their care journey. We are seeking an experienced and motivated Intake Scheduling Lead to lead our scheduling team. This role is ideal for a healthcare professional who thrives in a fast-paced environment, enjoys developing others, and is passionate about creating outstanding patient and provider experiences.

Requirements

High School Diploma or GED required.
Previous experience in healthcare scheduling, patient intake, patient access, or related healthcare operations.
Leadership, supervisory, or team lead experience.
Demonstrated ability to coach, develop, and manage employee performance.
Exceptional customer service skills and a patient-first mindset.
Strong verbal and written communication skills.
Proven ability to manage multiple priorities in a fast-paced environment.
Excellent organizational, problem-solving, and decision-making skills.
Ability to de-escalate challenging situations and resolve concerns professionally.
Strong computer proficiency and ability to learn new systems quickly.
Ability to work both independently and collaboratively within a team environment.

Nice To Haves

Associate degree preferred.
Experience in healthcare intake and scheduling operations.
Experience working with physician practices, specialty healthcare services, or hospital systems.
Experience training, coaching, and developing team members.
Experience managing performance metrics, productivity goals, and service-level expectations.

Responsibilities

Directly supervise the daily activities and performance of Intake Scheduling team members.
Provide real-time coaching, feedback, and support to drive employee development and improve performance outcomes.
Monitor productivity, quality, attendance, and service metrics, addressing concerns promptly and effectively.
Hold team members accountable to departmental standards, policies, procedures, and performance expectations.
Conduct regular performance discussions, coaching sessions, and developmental conversations with staff.
Identify training opportunities and actively mentor employees to support professional growth and career development.
Lead, motivate, and engage the team while promoting a positive and collaborative work environment.
Organize and optimize scheduling workflows to maximize appointment availability and operational efficiency.
Assess workflow demands and assign daily responsibilities to ensure appropriate coverage and productivity.
Assist leadership in resolving operational challenges and implementing process improvements.
Train and onboard new employees on systems, workflows, and departmental procedures.
Schedule, track, and assist patients while providing an exceptional customer experience.
Handle escalated patient and provider concerns with professionalism, empathy, and effective problem-solving skills.
Conduct chart reviews and audits to ensure quality, accuracy, and compliance.
Communicate clearly and effectively with team members, leadership, providers, and other stakeholders.
Collaborate with management regarding staffing needs, scheduling concerns, employee performance, and operational priorities.
Maintain organized electronic and paper records in accordance with company policies.
Protect patient confidentiality and uphold all privacy and compliance standards.
Promote a culture of accountability, service excellence, teamwork, and continuous improvement.
Perform additional duties as assigned.