Patient Services Representative Team Lead

CODMAN SQUARE HEALTH CENTER INC•Boston, MA

2d•$22 - $34•Onsite

About The Position

The Patient Service Representative Lead Team member supports the Practice Supervisor by providing day to day oversight of front desk and patient service operations. This role serves as a lead resource for Patient Service Representatives, ensures smooth clinic workflows, and helps maintain high standards of patient experience, access, and operational efficiency.

Requirements

Excellent customer service and interpersonal skills.
Ability to interact with diverse patient population
Solid computer literacy; ability to multitask, organize and prioritize one’s own work.
Solid understanding of medical insurance terminology.
Previous experience and knowledge of Community Health Center or Hospital patient registration systems, insurance eligibility verification systems (i.e. MMIS, WebMD, Trizetto, NEHEN).
Solid knowledge of insurance plans, concepts and terms.
Expected to stay abreast of scheduling rules and health care insurance changes
Ability to quickly learn new systems and tasks; work as a team member and independently.
Ability to work in a fast pace environment.
Ability to listen well and devote full attention to patients and medical professionals alike.
Ability to be compassionate, caring, and to remain calm, even under the most stressful of situations.
Flexibility with schedule is required upon request may be required to work extended hours, WILL BE REQUIRED TO COVER EVENING AND WEEKEND sessions.
Other Duties and Locations as Assigned.

Nice To Haves

Previous customer service background preferred.
Call Center Experience preferred
Team Lead or Supervisor Experience preferred

Responsibilities

Operational Support Support the Practice Supervisor with daily clinic operations and patient flow
Serve as a point of contact for front desk staff in the absence of the Practice Supervisor
Assist with staffing coverage, scheduling support, and real time problem solving
Monitor clinic volume and assist with workflow adjustments as needed
Template management for the depts
Support with time sheets
Cover the front desk and checkout desk
Work on wqs and pools to ensure that all requests are completed within 3 business days
Staff Leadership and Support Provide guidance, coaching, and support to Patient Service Representatives
Assist with onboarding and training of new front desk staff
Reinforce policies, procedures, and customer service standards
Escalate performance or operational concerns to the Practice Supervisor
Perform quality checks on all operational workqueues and pools to ensure work is completed the same day
Patient Experience Ensure a high level of customer service and professionalism at all times
Address patient concerns, complaints, and access issues in a timely manner
Support effective communication between patients, clinical teams, and administrative staff
Administrative Duties Support accuracy in registration, scheduling, referrals, and insurance verification
Assist with audits, reports, and data tracking as assigned
Ensure compliance with organizational policies, HIPAA, and safety standards
Perform other duties as requested or assigned to support clinic operations