Lead Patient Service Rep-Primary care

About the role

The Lead Patient Service Representative (PSR) oversees and provides resources to clerical associates (PSRs and MAs) by ensuring that any changes in workflow or processes are implemented accordingly. This position is expected to float to other Pennsylvania sites based on staffing needs. The Lead PSR monitors clerical performance, provides coaching and feedback, and collaborates with the office leadership team to facilitate day-to-day operations.

Responsibilities

• Performs and oversees essential functions as delineated in the PSR II job description.
• Participates in the hiring of front office staff and precepts the orientation process for new clerical associates to ensure they meet 90-day review goals.
• Provides timely feedback to clerical staff and the office manager related to clerical functions as part of the annual evaluation process.
• Coaches and re-educates clerical staff as needed; escalates repeated issues to the office manager for corrective action.
• Ensures clerical staff follow appropriate office policies and procedures.
• Completes annual competencies for PSR staff and assists with annual competencies for MAs related to front office functions.
• Delegates and ensures clerical staff complete tasks accurately and timely.
• Collaborates with other Nemours departments (e.g., Billing Liaisons, Revenue Cycle, Continuous Improvement).
• Uses tools such as Calabrio phone recordings and registration audit tools to provide quantitative and qualitative feedback to clerical staff.
• Coordinates and maintains clerical staff schedules.
• Maintains a professional clerical environment and enforces Nemours Standards of Behavior.
• Serves as the SuperUser and Preceptor for clerical staff.
• Monitors and ensures patient safety, office cleanliness, and security.
• Opens, sorts, and routes mail, labs, and consult reports.
• Participates in office and departmental quality assessment and improvement activities.
• Maintains positive professional relationships with providers and coworkers.
• Checks the status of patients waiting and advises on progress; monitors the waiting room and keeps patients informed of schedule delays.

Requirements

• High school diploma required.
• Insurance experience is a plus.
• 3 or more years of job-related experience required.

About Us

Nemours Children's Health is an internationally recognized pediatric health system serving more than 1.7 million patient encounters each year. We deliver care across six states through two freestanding children’s hospitals — Nemours Children's Hospital, Delaware and Nemours Children's Hospital, Florida — along with a network of more than 80 primary, urgent, and specialty care practices and over 40 hospital partnerships. Backed by the Nemours Foundation and Alfred I. duPont Trust, our $1.7B nonprofit system is dedicated to improving children's health through clinical care, research, education, advocacy, and prevention.

Our Whole Child Health approach focuses equally on prevention and treatment, partnering with communities to help every child thrive. Inclusion and belonging guide our strategy and growth. We are committed to culturally relevant care, reducing health disparities, and fostering an environment where every associate, patient, and family feels supported and valued.