Patient Service Representative Lead

American Addiction Centers • Winston-Salem, NC

4d • $22 - $33 • Onsite

About The Position

Join a fast‑paced, mission‑driven team at the center of hospital operations. As an SRC Lead Representative, you’ll serve as both a hands-on contributor and operational leader, ensuring seamless coordination between patients, clinical teams, and essential hospital services across multiple campuses. This role blends high-volume call center operations, patient scheduling and registration, and front-line team leadership—ideal for someone who thrives in dynamic environments, leads by example, and drives operational excellence.

Requirements

• High school diploma or GED required
• 3+ years of experience in healthcare, call center, or high-volume customer service environment
• Strong leadership presence with the ability to guide, coach, and support team members
• Excellent telephone and interpersonal communication skills
• Ability to multitask and prioritize in a fast-paced, high-volume environment
• Strong attention to detail, especially with patient and financial information
• Proficiency with scheduling systems, EMRs, and Microsoft Office
• Ability to problem solve, de-escalate situations, and maintain professionalism under pressure

Nice To Haves

• Prior experience with scheduling, patient registration, and insurance verification strongly preferred
• Previous experience training or leading team members preferred

Responsibilities

• Function as the lead associate for clerical and SRC operations, serving as the primary resource for front office and call center workflows
• Anticipate staffing needs, including PTO coverage, and proactively adjust schedules to maintain service levels
• Train and onboard new staff, including scheduling systems (e.g., IDX) and departmental protocols
• Provide real-time guidance and support to team members, answering questions on workflows, policies, and procedures
• Ensure compliance with cash handling and “banking out” procedures; coordinate petty cash/change fund as needed
• Identify process improvement opportunities and recommend operational enhancements to leadership
• Ensure patient complaints and service issues are escalated to management within appropriate timeframes
• Model Advocate Health service standards, professionalism, and a patient-first mindset
• Schedule appointments (phone and in-person, including walk-ins) for designated providers following departmental workflows
• Verify and document: Appointment type (new vs. established), Insurance eligibility, primary provider, and site, Patient financial responsibility (co-pays, deductibles, outstanding balances), Patient demographics and contact information
• Enter all verification data accurately into scheduling and registration systems
• Register patients in accordance with revenue cycle policies, ensuring complete and accurate documentation
• Collect and record payments (co-pays, self-pay, outstanding balances) following cash control guidelines
• Establish payment plans and communicate financial policies to patients
• Greet and interact with patients in alignment with Advocate Health Point of Service standards
• Provide required paperwork and ensure completion in compliance with HIPAA guidelines
• Explain, secure, and witness required forms (treatment consent, benefits assignment, financial responsibility, etc.)
• Notify appropriate team members of patient arrival and support smooth patient flow
• Manage appointment statuses (arrived, canceled, no-show) and maintain accurate records
• Ensure proper follow-up for missed or non-compliant appointments
• Prepare medical charts in advance and ensure availability for the clinical day
• Review and process encounter forms for completeness and coding accuracy
• Reconcile incomplete or missing documentation prior to end of clinic sessions

Benefits

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED