Lead Patient Service Representative (Internal Only)

Del Puerto Health Care District•Patterson, CA

1d•$27 - $34•Onsite

About The Position

Provides advanced support in front office operations, referral coordination, patient engagement activities, and customer service excellence while assisting Patient Service, Referral, and Engagement staff with daily operational needs. The Lead serves as a knowledgeable resource for team members by providing guidance, workflow support, training assistance, and operational coordination while modeling professional conduct and promoting organizational standards. This role combines advanced administrative and patient administrative support functions requiring mastery of front and back-office operations, effective communication skills, and the ability to support efficient patient administrative care delivery in a fast-paced healthcare environment.

Requirements

High school diploma or equivalent required.
Minimum of three (3) years of experience in a healthcare setting required.
Demonstrated advanced proficiency in patient service, registration, scheduling, referrals, outreach, and medical office administrative operations required.
Excellent verbal and written communication skills
Excellent time management skills with a proven ability to meet deadlines.
Excellent interpersonal and customer service skills.
Excellent organizational skills.
Proficient abilities with electronic health records, Microsoft 365, and TEAMS
Bilingual English/Spanish required, written and oral; (Note: Medical Language Certification will be required with 90 days of start date; training is available).
Ability to read and interpret documents operating and/or maintenance instructions, and procedure manuals.
CPR certified, or ability to be certified within 60 days.
Advanced knowledge of medical office workflows, patient scheduling, referrals, insurance verification, and customer service practices.
Strong understanding of HIPAA and patient confidentiality requirements.
Demonstrated ability to train, guide, and support staff in daily operations.
Excellent interpersonal, organizational, communication, and problem-solving skills.
Ability to multitask, prioritize responsibilities, and maintain professionalism in a fast-paced healthcare environment.
Ability to act with integrity, professionalism, and confidentiality.
Ability to communicate with co-workers and the public professionally and effectively.
Ability to handle confidential information.
Ability to work with ethnically diverse people in a culturally sensitive manner.
Ability to suggest improvements with a high degree of diplomacy and tact.
Ability to pay attention to details.
Ability to function well in a high-paced environment and to wait patiently.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of data.
Ability to meet and interact with the community at various events.
Ability to adjust or change priorities and handle multiple tasks simultaneously.

Nice To Haves

Associate degree in healthcare administration, business, or related field preferred.
Previous experience serving in a lead or senior support role preferred.
Experience in a Rural Health Clinic, Community Health Center, or Federally Qualified Health Center preferred.
Working knowledge of HEDIS measures and patient engagement initiatives preferred.

Responsibilities

Supporting daily coordination of front office, referral, scheduling, and patient engagement operations to ensure continuity of patient care and service delivery.
Assisting the Health Center management team in monitoring workflow efficiency, identifying operational concerns, and recommending training or process improvement opportunities.
Assigning and adjusting daily responsibilities to maintain appropriate coverage, patient flow, and operational efficiency.
Monitoring staff workload and assisting with bottlenecks, high-volume situations, or complex patient service issues.
Providing coverage support during staff breaks, absences, or periods of increased demand.
Serving as a resource for providers and staff regarding patient scheduling, referrals, patient communication, and administrative workflows.
Training, mentoring, and guiding new and existing staff in front office, referral, scheduling, and patient engagement functions.
Providing coaching and constructive feedback to promote professional growth and consistent performance.
Sharing updates, policy changes, and process improvements with staff in a timely and clear manner.
Serving as the first point of escalation for staff questions or concerns.
Acting as a liaison between patient administrative staff, clinical teams, providers, and management to support seamless patient care.
Promoting respectful, professional, and effective communication across departments.
Train and mentor new PSRs
Ensure all PSRs remain compliant with required annual training, competencies, and regulatory education within designated timeframes.
Performing advanced patient registration, appointment scheduling, insurance verification, payment collection, and follow-up scheduling duties.
Supporting efficient patient check-in, check-out, patient flow, and accurate registration.
Assisting staff with complex scheduling, referral, insurance, billing support, or patient service issues.
Professionally answering incoming calls when necessary, routing calls appropriately, and assisting in determining the urgency of patient concerns according to established protocols.
Ensuring accurate data entry and patient administrative documentation in the electronic health record and related systems.
Monitoring adherence to scheduling, referral, registration, and billing support procedures.
Ensure practitioner daily schedules are fully optimized by proactively monitoring appointment availability, coordinating scheduling workflows, minimizing gaps or cancellations, and collaborating with other Lead MAs to maximize patient access and provider productivity.
Modeling professional conduct, accountability, excellent customer service, and effective communication.
Ensuring positive patient administrative experiences through courteous, professional, and culturally competent interactions.
Handling escalated patient concerns professionally and working toward appropriate resolution.
Promoting outstanding customer service for patients and families.
Fostering a respectful, inclusive, and supportive front office environment.
Encouraging teamwork, collaboration, and a positive work culture.
Leading by example in punctuality, appearance, reliability, accountability, and professional conduct.
Monitoring staff compliance with Health Center policies and procedures, HIPAA requirements, OSHA standards, confidentiality expectations, patient rights policies, and applicable federal, state, and local regulations.
Assisting the management team with maintaining departmental administrative standards, workflows, and patient service expectations.
Participating in meetings, trainings, audits, quality improvement activities, and workflow improvement initiatives as assigned.
Collaborating with management to track and report patient services metrics, such as wait times, call responses, registration accuracy, patient flow, and related operational indicators.
May provide direct day-to-day guidance, task coordination, coaching, and workflow support for Patient Services Representatives, Patient Referral Coordinators, Patient Engagement Specialists, and other hourly staff as needed.