Lead Patient Services Representiteve

Winters Healthcare • Winters, CA

8d • $33 - $43 • Onsite

About The Position

Winters Healthcare is seeking an experienced and service-oriented Lead Patient Service Representative (Lead PSR) to join their team. The Patient Service Representative team is the first point of contact for patients, creating a welcoming and supportive experience. PSRs assist patients at the front desk, answer phones, help with appointments, and connect patients with resources. The Lead PSR acts as a key resource for the front office team, providing daily support to Patient Service Representatives and collaborating with the Revenue Cycle Manager to ensure efficient operations and exceptional patient service. This role involves coordinating front office workflows, supporting staff development, resolving patient concerns, and maintaining a positive environment. The position offers professional growth, leadership skill development, and the chance to make a meaningful impact on the patient experience, serving as a mentor and trainer while identifying operational improvements. The ideal candidate is organized, adaptable, tech-savvy, skilled at building relationships, enjoys helping others succeed, thrives in a fast-paced environment, and is committed to exceptional customer service. Winters Healthcare values collaboration, connection, and compassionate care.

Requirements

• Minimum one year of experience working in a Patient Service Representative or Front Office Receptionist role within a healthcare or community health setting.
• Experience with Electronic Health Records (EHR), preferably Epic.
• CPR certification or ability to obtain certification within three months of placement in the role.
• Fluency in English and Spanish, including reading, writing, and speaking, is required.
• Ability to build positive relationships with patients, coworkers, community members, employees, and the public.
• Strong leadership potential and ability to model exceptional customer service, teamwork, and flexibility.
• Strong organizational and detail-oriented skills with the ability to manage multiple competing priorities in a fast-paced environment.
• Effective verbal, written, interpersonal, and communication skills.
• Emotional intelligence, critical thinking, and problem-solving abilities.
• Demonstrated team experience and proven success in implementing team goals.
• Significant background providing outstanding customer service.
• Computer literacy and experience operating standard office equipment.
• Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook.
• Ability to work thoughtfully with individuals from diverse cultural, economic, and social backgrounds, including community members facing socioeconomic challenges.
• Ability to maintain confidentiality and exercise sound judgment.
• Passion and dedication for serving the healthcare needs of our patients and community.
• Punctuality and attendance are essential functions of the job.
• Authorization and consent for Winters Healthcare to investigate a candidate's background with a consumer report for employment purposes, including employment, promotion, reassignment, or retention decisions.

Nice To Haves

• Experience in an FQHC or community health center environment preferred.
• Experience training, mentoring, or supporting staff.
• Previous Epic experience preferred.
• Experience coordinating schedules, workflow management, or front office operations preferred.

Responsibilities

• Provide day-to-day support, guidance, and leadership to Patient Service Representatives.
• Support onboarding, training, and development of new team members.
• Identify workflow challenges, recommend solutions, and suggest training opportunities or materials to leadership.
• Create weekly staffing schedules and assist staff with missed or inaccurate time clock entries.
• Ensure adequate reception and call center coverage to meet patient needs.
• Lead by example through professionalism, teamwork, accountability, flexibility, and exceptional customer service.
• Ensure incoming calls are answered promptly and appropriately triaged.
• Ensure patients and visitors are warmly welcomed and assisted in a timely manner.
• Serve as a resource for resolving escalated patient concerns, complaints, and service recovery situations.
• Maintain a professional, organized, comfortable, and welcoming lobby and front office environment.
• Support eligibility verification, benefits processes, and ongoing staff training.
• Monitor special program enrollments and reporting requirements.
• Research returned mail and assist with updating patient demographic information.
• Manage provider schedules, including “Tetris” and triaging patient appointments, to maximize patient access.
• Collaborate closely with clinical and back office teams regarding scheduling changes, provider availability, adjustments, challenges, and patient flow.
• Track and distribute incoming faxes and mail.
• Coordinate equipment maintenance, including phones, copiers, and medical equipment, and report facility issues.
• Manage department supply inventory, ordering, and storage.
• Perform basic IT troubleshooting and coordinate with IT consultants when needed.
• Review, count, and confirm weekly cash receipts to ensure accuracy.
• Report cash receipt discrepancies to the Revenue Cycle Manager.
• Conduct monthly Sliding Fee Scale audits according to organizational policies and procedures.
• Complete monthly partnership capitation reporting and distribute information to the appropriate individuals.
• Review monthly WHA and partnership lists to initiate outreach to potential new patients, send welcome letters, and establish connections.
• Manage monthly patient outreach related to health plan assignments and enrollment opportunities.
• Prepare and distribute required reports and administrative information as assigned.
• Participate in staff meetings, ongoing training, and quality improvement initiatives.
• Communicate and collaborate in a team-oriented environment to support Relationship Based Care.

Benefits

• Full health insurance benefits (medical, dental, vision, supplemental long-term disability, life insurance/AD&D, employee assistance program) - 95% sponsored for employee, 70% for dependents.
• Paid time off (weekly wellness day, 2 additional paid holidays, approximately 2 weeks PTO based on service/hours worked/4DWW hours).
• 401(k) retirement match at 3%.
• Flexible Spending Account (FSA).
• $350 scrub allowance upon hire and $200 annually thereafter.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed