Patient Services Floor Lead
Family Health Center•Worcester, MA
•$21 - $27•Onsite
About The Position
The Patient Services Representatives Floor Lead supports the Director of Patient Services in managing the PSRs in their respective floors while performing their day-to-day tasks. The Floor Lead will need to make sure that Patient Services Representatives assist patients by accurately verifying and updating demographics and insurance information, handling co-pays, scheduling, rescheduling and canceling appointments, checking patients in and out.
Requirements
- 2- 4 years college, post-high school training or certification required.
- At least 6 months experience as a Patient Services Representative
Responsibilities
- Oversee Patient Services Representatives in delivering comprehensive patient support including demographic/insurance verification and updates UDS), appointment management (scheduling, rescheduling, canceling), patient check-in/out processes, and co-pay collection
- Ensure timely distribution of patient education materials and resolution of medical provider tasks
- Maintain current patient waitlists and manage same-day access scheduling needs
- Monitor adherence to established workflows and recommendations from Director of Patient Services and Operations
- Ensure efficient patient flow and consistent high-quality service delivery
- Address patient concerns through problem-solving, de-escalation, and coordination with medical teams to maximize patient satisfaction
- Collect and file patient complaints in Compliatric system
- Ensure collection of co-pays and outstanding balances, including promotion of Sliding Fee Scale benefits to eligible patients
- Coordinate submission of collected copays and balances to Accounts Payable
- Verify staff completion of dedicated work queues, Department Appointment Report (DAR) reconciliation, and daily end-of-day reviews
- Maintain adequate front desk coverage during operational hours and lunch periods
- Ensure staff follow appropriate scheduling guidelines and maintain organized, clean, efficient work environments
- Serve as primary communication liaison for Patient Services team regarding operational issues and scheduling challenges
- Timecard Approval for team
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
