Service Team Lead

Hopscotch Primary Care•Hudson, OH

About The Position

At Hopscotch Primary Care, we believe great healthcare should be accessible to all people across all communities. Today, almost 20% of Americans live in a rural community, yet only 11% of physicians practice in those same communities. We are on a mission to transform healthcare in rural America. We provide high-quality primary care tailored to meet the needs of our patients through our robust care model and comprehensive care team, delivering care in our clinics, and across settings, and wrapping resources around the patients who need them most. Our patients and the care teams who serve them sit at the center of everything we do at Hopscotch. Hopscotch Primary Care takes a team approach to serve patient needs and provide the best care possible. Our goal is to provide the care each of us would want for ourselves or for our family members, in the right setting, and at the right time. Today, we are serving thousands of patients in our value-based care model and the number is growing every day. If you want to bring your experience, skill and passion to make a lasting impact in healthcare, we’d like to meet you.

Requirements

Previous clerical experience in a medical office setting
Basic level understanding of healthcare and commitment to a great patient experience
A problem-solving orientation and a flexible and positive attitude
Proven ability to learn new topics and apply “learning on the job”
Experience with and a supportive attitude toward our patient population, many of whom are older adults
Proficient PC skills
2-4 years minimum experience in a customer service and customer-facing role
Fluency in language that is commonly spoken in the community, where necessary
US work authorization
Excellent interpersonal skills, with an ability to understand needs and target relevant solutions
Proven reliability, organization, and dependability

Nice To Haves

Sales background preferred, but not required

Responsibilities

Oversee daily front office operations, ensuring exceptional patient service, accurate insurance processes, and smooth coordination across the care team.
Greet, check in, and check out patients
Verify insurance, collect copays, and maintain accurate patient records
Support patients in resolving basic billing questions, including those related to external providers.
Train and manage Welcome Coordinators to ensure consistent and high‑quality patient service
Serve as the center’s subject-matter expert on insurance topics, supporting both staff education and patient understanding
Maintain multiple schedules
Verify and update patient information in the electronic health record
Assist patients with forms and paperwork
Schedule patients and conduct outreach to them
Prepare and process medical records
Manage calls, route messages appropriately, and facilitate timely communication within the care team through phone and EHR systems.
Other duties as assigned