Patient Service Team Lead (70725)

United Digestive•Atlanta, GA

About The Position

The Patient Service Team Lead oversees patient appointment scheduling for procedures, follow-up office visits, and ancillary services. The role ensures accurate patient documentation, manages physician and endoscopy center schedules, and monitors scheduling queues across the practice to support adequate coverage, low wait and hold times, and strong customer service. The position also provides ongoing training and oversight to Patient Service Center staff, monitors productivity and call quality, and helps ensure staff are informed about practice policies and procedures.

Requirements

High school diploma or GED required.
Strong customer service skills.
2–3 years of specialty clinic experience.
Computer literacy and ability to operate a healthcare system and multiple Microsoft Office applications.
Ability to treat patients, visitors, coworkers, and physicians with courtesy and respect.
Professional, outgoing, warm, and helpful manner.
Compassion when assisting people who are ill and need help.
Ability to plan, prioritize, and complete multiple tasks delegated by the Patient Service Manager.
Ability to work under pressure and assess, respond to, and communicate issues in a timely manner.
Ability to communicate clearly with patients and coworkers by telephone, email, and in person.
Ability to interpret and apply clinical and non-clinical policies and procedures.
Ability to sit and stand in a normal office environment; travel within the Metro area is required.

Nice To Haves

Certified Medical Assistant certification preferred.
Gastroenterology experience preferred.
Bilingual skills preferred, but not required.

Responsibilities

Answer incoming calls promptly and efficiently while providing quality patient care and customer service.
Schedule and reschedule patient office visits and procedures, and manage cancellations and no-shows.
Maintain current physician schedules and endoscopy block time, scheduling patients according to physician availability and preferences.
Collect and record patient information in accordance with AGA Documentation Requirements.
Ensure applicable procedures are scheduled in AGA endoscopy suites and coordinate hospital scheduling when needed.
Ensure applicable ancillary services are scheduled at AGA.
Send information packets to new patients by mail or email.
Handle requests received through the Greenway Patient Portal or AGA eschedule website efficiently and promptly.
Address patient appointment questions and requests for information from referring providers.
Provide patients or their relatives with relevant information about medical treatment or procedures, and distribute or mail preparation instructions when needed.
Meet or exceed quality and productivity standards set by the Patient Service Manager.
Respond to emails and voicemails and return patient calls promptly and efficiently.
Complete information requests from other AGA staff promptly and effectively to support payment on patient accounts.
Follow and promote HIPAA compliance and maintain strict confidentiality of patient information.
Provide ongoing training and retraining for Patient Service Center staff.
Monitor Patient Service Center staff productivity.
Monitor calls for quality assurance, adherence to practice policy, and training purposes.
Conduct or participate in ongoing customer service training as directed by the Patient Service Manager.
Lead or participate in team meetings and ensure team members are informed of AGA policy and procedural changes.
Perform other duties and special projects as assigned.