Call Center Lead Patient Service Representative

Responsibilities

• Provide direct day-to-day supervision of Call Center Patient Service Representatives.
• Monitor staff attendance, punctuality, productivity, and adherence to established policies and procedures.
• Conduct regular coaching and provide timely feedback to support staff performance and professional development.
• Aid in onboarding and training of new staff members.
• Participate in performance evaluations and recommend corrective action when appropriate.
• Address staff concerns and escalate issues to the Front Office Coordinator as needed.
• Cook up staffing assignments and assist with scheduling to ensure adequate call center coverage.
• Approve routine requests and make operational decisions within the scope of delegated authority.
• Foster a positive, collaborative, and accountable team environment.
• Answer incoming calls promptly, professionally, and courteously.
• Address and resolve patient complaints or concerns in a timely and professional manner.
• Facilitate communication between patients and clinical staff to support a positive patient experience.
• Ensure services are accessible to all patients, including those with language or other barriers.
• Use de-escalation techniques to manage difficult or emotionally charged interactions.
• Handle patient inquiries and work queue tasks efficiently to minimize delays and wait times.
• Ensure all information communicated to patients is accurate, complete, and consistent.
• Schedule, reschedule, and confirm patient appointments while maximizing provider template utilization.
• Coordinate with clinical staff to accommodate urgent appointments, triage needs, and walk-ins.
• Resolve scheduling conflicts and ensure appointment availability.
• Provide patients with pre-appointment instructions and information, including Patient Portal resources when appropriate.
• Verify and update patient demographic, insurance, and contact information accurately in the electronic health record (EHR).
• Document patient interactions and scheduling activities appropriately.
• Absorb and correct registration errors, including duplicate charts and inaccurate demographic information.
• Verify insurance eligibility and coverage information.
• Inform patients of co-pays, deductibles, and other payment responsibilities.
• Aid in assisting with basic billing questions and coordinating with the billing department to resolve discrepancies.
• Ensure patients receive accurate information regarding sliding fee scale eligibility and payment options.
• Use effective communication skills to understand and respond to patient needs.
• Transfer calls and route messages to the appropriate departments or personnel.
• Follow up with patients as needed to ensure concerns are addressed.
• Collaborate with clinic staff and leadership to address operational issues and improve workflows.
• Adhere to HIPAA regulations and organizational policies regarding confidentiality.
• Verify patient identity before discussing protected health information.
• Limited access to patient information to authorized personnel.
• Use secure communication methods when transmitting patient information.
• Dispose of documents containing patient information in a secure manner.
• Conduct conversations involving protected health information in private settings whenever possible.
• Assist the Director of Operations in reviewing call center reports, performance metrics, and patient satisfaction data.
• Identify workflow issues and recommend process improvements.
• Support audit and compliance activities.
• Perform all standard Call Center PSR duties as needed.
• Perform other duties as assigned by management.

Qualifications

• High school diploma or equivalent required; additional education or certification in healthcare administration, business, behavioral health, or a related field preferred.
• Previous experience in a healthcare, patient services, customer service, or call center environment preferred.
• Completion of Mental Health First Aid certification within 90 days of hire.
• Strong interpersonal, verbal, and written communication skills, including active listening and de-escalation techniques.
• Proficiency with electronic health record (EHR) systems and standard business software, including Microsoft Office and Microsoft Teams.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
• Ability to maintain confidentiality and handle sensitive information in accordance with organizational policies and applicable laws.
• Strong critical thinking, problem-solving, and customer service skills.
• Ability to work independently and collaboratively as part of a team.