Description Position Summary: 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. Primary 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 Other duties and/or other departments/locations as applies. Requirements Qualifications & Skills: · 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. Education Requirements: · Bachelor’s degree preferred · Previous customer service background preferred. · Call Center Experience preferred · Team Lead or Supervisor Experience preferred Physical Requirements: · Must be able to stand or sit for prolonged periods (at least 50% of the time) · Ability to lift up to 25 pounds and load onto shelves · Visual acuity sufficient for frequent reading and computer use