Member Service Representative (MSR) - Team Lead
About The Position
The MSR Team Lead at We Care Daily Clinic - North Seattle serves as a key support to clinic operations, overseeing the day-to-day workflows and front desk processes of the Member Service Representative (MSR) team. While this role does not include formal supervisory authority, it functions as a subject matter expert, point of escalation, and liaison between the MSRs and Clinic Administrator. The Team Lead ensures consistency, efficiency, and a member-centered experience aligned with We Care's mission of delivering trauma-informed, low-barrier care to the community.
Requirements
- Strong understanding of clinic front desk operations and member service workflows.
- Familiarity with HIPAA policies and confidentiality standards.
- Basic knowledge of insurance verification and billing processes.
- One (1) year of supervisory, lead, or employee training experience is required.
- Excellent communication, organizational, and customer service skills.
- Ability to train others and model best practices.
- Strong computer literacy, including Microsoft Office and electronic health record systems (e.g., KIPU).
- Ability to remain calm, composed, and solution-focused during periods of high traffic or member distress.
- Capacity to lead by example and foster a welcoming, inclusive environment for all members.
- Commitment to diversity, equity, inclusion, and belonging in daily interactions.
- Must be able to lift up to 25 lbs. and assist with clinic supply needs as needed.
- Must pass a background check and drug screen.
Responsibilities
- Support and guide MSRs in daily workflows and best practices to ensure timely and smooth member flow.
- Serve as the first point of contact for resolving front desk or member service issues before escalating to leadership.
- Coordinate daily MSR coverage and ensure proper hand-offs and communication during shift changes.
- Assist with onboarding and training new MSRs on systems, protocols, and front desk standards.
- Monitor and recommend improvements for front desk procedures, check-in/check-out, and documentation practices.
- Coordinate daily MSR coverage and ensure proper hand-offs and communication during shift changes
- Participate as key stakeholder in electronic health record frontline user workgroups
- Perform all regular MSR duties, including:
- Greeting and assisting members, visitors, and vendors with warmth and professionalism.
- Managing phone lines and directing communication between members and clinic staff.
- Verifying insurance, collecting fees, and processing payments.
- Managing medical records requests in compliance with HIPAA.
- Maintaining cleanliness and organization of the front desk and waiting areas.
- Participate in team meetings and support implementation of new processes or initiatives.
- Provide feedback to the Clinic Administrator on team workflow needs, patterns, and resource gaps.
Benefits
- Impactful Work: Play a key role in maintaining safe, functional, and welcoming healthcare spaces for our community! ï¸
- Career Growth: Learn and develop your skills while making a tangible difference!
- Total Comp at We Care: Quarterly bonus plan launching in Q4, earn 8-16% of your quarterly pay for hitting key targets. Plus, the Tribe usually offers annual COLA adjustments (not guaranteed). Big impact, big rewards!
- Exciting Environment: No two days are the same - take on new challenges every day!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Ambulatory Health Care Services
Education Level
No Education Listed
Number of Employees
101-250 employees
