Service Team Lead

Hopscotch Primary Care•Hudson, NC

About The Position

As the Service Team Lead, you’ll oversee daily front office operations, ensuring exceptional patient service, accurate insurance processes, and smooth coordination across the care team. Your responsibilities will include, but are not limited to: 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

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
Create a culture of excellence, by bringing your best and encouraging the same from those around you
Put service to patients first and encourage the same of those around you
Take ownership and accountability for your work and for delivering results for patients
Assume the best in others and bring solutions to challenges with a focus on moving forward together
Show an active commitment to the team by collaborating and communicating proactively
Demonstrate a dedication to continuous improvement, in clinical and cultural settings

Nice To Haves

Sales background preferred, but not required

Responsibilities

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