Patient Services Lead

San Ysidro Health•Escondido, CA

About The Position

The Patient Services Lead directs and coordinates front-office work activities at San Ysidro Health, including services involving X-rays, Behavioral Health, Laboratory, and Chiropractic. The role supports the front office by answering telephone calls, welcoming and directing visitors and patients, guiding and registering new patients, helping patients obtain services, and providing information about funding eligibility and patient-access processes. The Lead supports registration, appointments, and check-in; monitors Patient Service Representative (PSR) productivity and customer service; trains staff; reviews co-pay analysis; and works to reduce claim denials. The position also prepares reports, coordinates with Nursing, Medical Records, and Provider Schedule Coordinators to support patient flow, assists with equipment and supply maintenance, and reviews vacation coverage. The Lead assesses and collects patient financial responsibility, obtains funding information, explores insurance eligibility, initiates referrals, administers the Sliding Fee Discounts Program, and helps fill new providers’ schedules through proactive patient outreach. The position maintains departmental policies, quality assurance, safety, environmental, and infection-control standards; participates in professional development, meetings, and committees; and performs other related duties as assigned. Work is mostly seated, may involve lifting approximately 25 pounds, and may require evening or weekend work or work at clinics outside the assigned clinic. Pre-employment requirements include I-9 documentation, a physical, satisfactory background and reference checks, a complete application, orientation, and pre-employment PPDs. Compliance with mandated vaccinations and boosters is a condition of employment.

Requirements

Two years of experience in a medical setting; front-desk or reception experience is preferred.
High school diploma or GED equivalent.
Excellent oral and written communication skills.
Ability to provide accurate and tactful verbal explanations.
Ability to comply with mandated vaccinations and boosters as a condition of employment.
Successful completion of pre-employment requirements, including I-9, physical, background and reference checks, completed application, new-hire orientation, and pre-employment PPDs.

Nice To Haves

Experience in a medical-setting front desk or reception role.

Responsibilities

Assist with front-office duties, including patient registration, appointments, and check-in.
Monitor PSR productivity, efficiency, and service quality against satisfactory levels and San Ysidro Health standards.
Communicate directly with PSRs and review daily and monthly co-pay analyses with staff; work to reduce claim denials.
Provide technical training, updates, and guidance to new and existing PSRs.
Conduct monthly customer-service audits and provide constructive feedback to PSRs.
Prepare requested reports using information from varied sources, including monthly SFD audit reports, in a timely manner.
Coordinate with Nursing, Medical Records, and Provider Schedule Coordinators to support smooth patient flow.
Assist with care and maintenance of department equipment and supplies.
Review approved employee vacation schedules to ensure appropriate coverage.
Assist staff with technical or patient questions.
Assess patients’ financial responsibility and collect co-pays and deductibles at check-in.
Obtain and document patient funding information and provide information about available funding resources.
Use payer resources and websites to explore and access eligibility; initiate referrals for insurance programs, including Medi-Cal, Medicare, managed care, and commercial insurance.
Administer and determine patient eligibility for the Sliding Fee Discounts Program.
Work with PSRs to proactively contact patients and fill new providers’ schedules each week.
Maintain departmental policies and procedures, objectives, quality assurance, safety, environmental, and infection-control standards.
Participate in educational programs, review current literature, and attend in-service meetings and workshops to support professional growth.
Attend required meetings and participate in committees as directed.
Prioritize daily workload to maintain effective time management.
Perform other related duties as assigned or requested.