Position Summary:
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.
PROGRAM SPECIFIC ESSENTIAL DUTIES AND RESPONSIBILITIES:
Patient Service Operations Management:
- 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
Quality Assurance and Patient Flow:
- 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
Administrative and Financial Oversight:
- 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
Staff Management and Coverage:
- 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
Supervisory Responsibility - Timecard Approval for team
Qualifications and Education Requirements
One of the following combinations of education and employment experience must be met to be considered for the position:
Education and Experience:
- 2- 4 years college, post-high school training or certification required.
- At least 6 months experience as a Patient Services Representative
Reports to the Director of Patients Services Representative
Monday- Friday; 8:30am -5:00pm