Lead Patient Service Representative

About the Role

The Patient Service Lead is responsible for practicing efficient check-in and scheduling, utilizing resources given and following established protocols that meet our high standards of patient care. The Team Lead monitors work schedules, serves as a role model to other staff, and assists the manager with day-to-day scheduling, problem-solving, training of new staff, and ensuring staff adhere to set processes and technology use.

Responsibilities

• Directs day-to-day assignments and monitors daily workload and productivity levels; reports information to the manager.
• Ensures the office is staffed appropriately.
• Books, coordinates, and reschedules patient appointments; relays necessary messages to staff for continued productivity and communication.
• Performs all patient service representative tasks alongside the team and acts as a resource for others.
• Assists staff in understanding and implementing front office policies and procedures; provides feedback to the supervisor for evaluation.
• Trains new or seasoned staff on procedures as necessary.
• Serves as a role model and helps resolve staff problems, fostering a teamwork environment.
• Assists staff with patient questions and investigates/resolves customer complaints.
• Ensures patients are treated courteously and maintains a positive customer service atmosphere; oversees visitor screening and direction.
• Handles requests for patient information promptly and effectively.
• Works with clinical, billing, and management staff to coordinate efforts, prevent errors, and provide high-quality patient care.
• Supplements office staff by assisting with reception tasks such as photocopying, computer input, scheduling, scanning, and faxing.
• Provides input on employee performance appraisals.
• Approves time for payroll in the supervisor’s absence or at their direction.
• Handles staff call-ins and arranges coverage in the supervisor’s absence.
• Adheres to all Syracuse Orthopedic Specialists policies and procedures.
• Willing to travel to another location to provide coverage and leadership support.
• Performs other responsibilities as needed.

Requirements

• High School Diploma or GED equivalent.
• Minimum of 2-3 years of customer service experience, including two years of medical reception experience.
• Knowledge of health insurance policies and requirements.
• Experience with reception tasks, organizational policies, and procedures.
• Experience with EMR/EHR systems.
• Knowledge of medical practices and terminology.
• Exceptional written, verbal, and interpersonal communication skills.
• Highly organized with strong attention to detail.
• Ability to pivot quickly in a fast-paced environment.

Schedule

Monday–Friday, 7:30 AM–4:00 PM.