Lead Patient Services Representative - WISH, Park Meadows

University of Colorado•Aurora, CO

9d•$49,400 - $57,699•Onsite

About The Position

The Lead Patient Services Representative supports front-end clinic operations and provides efficient, effective, quality customer service. Duties include patient check-in, registration, scheduling, exam preparation, outbound calling, and some referral management. The role follows company policies and procedures, HIPAA Privacy Rules, and the University of Colorado School of Medicine Confidentiality Policy. It ensures clear, timely communication with clinical departments, including updates on patient appointment status, and may assist with overflow work from other departments or locations. The position serves as a lead and subject matter expert for front-desk staff, supporting team performance, workflow coordination, and problem solving. The role requires critical thinking, decisive judgment, the ability to work with minimal supervision in a fast-paced environment, and a welcoming approach to patients and visitors. This is an onsite position in Park Meadows, Colorado, and the employee must be able to work in person and fill in for assigned front-staff shifts.

Requirements

High school diploma or GED.
Three or more years of patient- or client-facing experience; a combination of education and related technical/paraprofessional experience may substitute on a year-for-year basis.
Must be legally authorized to work in the United States without requiring sponsorship.
Must maintain all required licensure and certifications for the position.
Must be able to work in person and fill in for all front-staff assigned shifts.
Ability to identify problems and recommend solutions.
Ability to communicate effectively with physicians, leadership, and staff.
Ability to work within large, complex healthcare systems.
Ability to maintain confidentiality and communicate in person, by phone, or in writing.
Ability to attest to computer proficiency and learn new computer applications.
Ability to keyboard/type, write legibly, and record information accurately.
Ability to analyze and interpret data.
Ability to organize workflow, with a focus on tracking patient care and improving patient flow.

Nice To Haves

Associate’s degree.
Medical office or customer service experience.
Bilingual Spanish-speaking ability.
Experience with EPIC and Kronos.
Experience with MS Office applications, including Outlook, PowerPoint, Word, and Teams.

Responsibilities

Lead front-end operations and serve as a subject matter expert for other Front Desk Staff on job-related functions.
Assist with developing, implementing, and evaluating departmental policies and procedures.
Mentor, monitor, coach, and evaluate team members’ performance, particularly productivity and quality management.
Help coordinate services, prioritize assignments and workflow, and promote situational decision-making and problem solving.
Perform the responsibilities of the underlying job and take responsibility for or guide team members through complex or novel issues.
Use critical thinking and decisive judgment, work with minimal supervision, and take appropriate action in a fast-paced environment.
Acknowledge and welcome patients and visitors, helping set a positive tone for their experience.
Provide patient check-in, registration, scheduling, exam preparation, outbound calling, and some referral management.
Ensure clear and timely communication with clinical departments, including patient appointment status.
Comply with applicable company policies and procedures, HIPAA Privacy Rules, and the University of Colorado School of Medicine Confidentiality Policy.
Assist with overall department work, including overflow work from other departments and/or locations.