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 of staff, problem-solving, training of new staff, and ensuring staff abide by set processes and use of technology. This role provides guidance and support as needed.

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 and relays necessary messages to staff for continued productivity and communication within the office.
• Properly 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 immediate supervisor to evaluate their effectiveness.
• Assists with new procedure training for new or seasoned staff as necessary.
• Serves as a role model and helps resolve staff problems, supporting a teamwork environment.
• Assists staff members with patient questions if needed and investigates and resolves customer complaints.
• Ensures patients are treated courteously by office staff and helps maintain a positive customer service atmosphere; oversees visitors are screened and properly directed.
• Ensures requests for patient information are handled promptly and effectively.
• Works with other clinical, billing, and management staff to ensure efforts are coordinated, errors are prevented, and high-quality patient care is provided.
• Supplements office staff as reception tasks permit by assisting with photocopying, computer input/typing, scheduling, scanning, and faxing.
• Provides the manager with input on employee performance appraisals.
• Approves time for payroll for the department’s employees in the supervisor’s absence or at the supervisor’s direction.
• May take call-ins from other staff in the supervisor’s absence and arrange coverage as needed.
• Adheres to all Syracuse Orthopedic Specialists policies and procedures.
• Must be willing to travel to another location to provide coverage and leadership support.
• Performs other responsibilities as needed.

Qualifications

• 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.
• Knowledge of 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.
• Quick thinker with the ability to pivot in a fast-paced environment.

Schedule

Monday–Friday, 7:30 AM–4:00 PM.