Lead Patient Services Representative - WISH, Park Meadows

University of Colorado•Aurora, CO

8d•Onsite

About The Position

The Lead Patient Services Representative provides efficient, effective, high-quality customer service in a clinic through duties that may include patient check-in, registration, scheduling, exam preparation, outbound calling, and some referral management. The role follows established 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 leads front-end operations and serves as a subject matter expert for other Front Desk Staff. It supports departmental policies and procedures, helps coordinate services and workflow, and guides and coaches team members. The role requires critical thinking, decisive judgment, minimal supervision, and the ability to work effectively in a fast-paced environment. It is an onsite position at Park Meadows, Colorado, and may require filling in for all 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 or paraprofessional experience may substitute on a year-for-year basis.
Must meet minimum qualifications at the time of hire.
Legally authorized to work in the United States without current or future work visa sponsorship or employment authorization.
Maintain all required licensure and certifications for the position.
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, staff, and others.
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 or type, write legibly, and record information accurately.
Ability to analyze and interpret data.
Ability to organize workflow, track patient care, and improve patient flow.
Critical thinking skills, decisive judgment, and ability to work with minimal supervision in a fast-paced environment.

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

Provide customer service through patient check-in, registration, scheduling, exam preparation, outbound calling, and some referral management.
Comply with established company policies and procedures, HIPAA Privacy Rules, and the University of Colorado School of Medicine Confidentiality Policy.
Communicate clearly and promptly with clinical departments, including regarding patient appointment status.
Assist with department work, including overflow from other departments or locations.
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 Patient Services Representative job.
Take responsibility for or guide team members in handling complex or novel issues.
Welcome and acknowledge patients and visitors and help create a positive experience.
Identify problems and recommend solutions; organize workflow to track patient care and improve patient flow.
Work in person and fill in for all front-staff assigned shifts.