Patient Service Representative Lead

About the role

The Patient Service Representative Lead is responsible for clerical tasks such as answering phones, greeting patients and visitors, and scheduling appointments in a professional and timely manner. They move patients through the intake and checkout process, including registration, check-in and check-out, collecting co-payments, deductibles, and other patient account balances, as well as filing and managing medical records. The role ensures all procedures—from pulling correct patient files to charting insurance information—are closely followed so the medical team can focus on patient well-being.

Responsibilities

• Performs front desk associate duties when staffing needs require.
• Maintains cleanliness and professional appearance of the front office area.
• Reviews front office activities to ensure registration accuracy and successful collections; coordinates with management for process improvements.
• Works directly with the Front Office Supervisor on daily operations.
• Maintains full provider schedules.
• Assists with periodic staff meetings with front office team members.
• Monitors patient check-in and check-out flow; keeps patients informed of delays.
• Ensures end-of-day clinical activities are completed, including handling voicemails and work queues.
• Provides weekly reports to management on provider schedules.
• Answers patient questions and resolves or escalates concerns or frustrations.
• Researches, de-escalates, and forwards patient complaints to appropriate staff.
• Acts as point person in the absence of the Office Supervisor; assists with supervision of front office work and performance.
• Handles ordering of office supplies for staff.
• Collects past due patient balances.
• Generates batch transmittal reports for each day.
• Ensures proper hand-off of responsibilities once tasks are completed.
• Adheres to and supports compliance and accreditation efforts, including OSHA, HIPAA, and CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
• Performs other position-related duties as assigned.

Requirements

• High School Diploma or equivalent required; some college work desired.
• Minimum of 1-3 years’ customer service experience; experience in a physician office setting, preferably within urology, is preferred.

Skills

• Knowledge of healthcare field and medical office protocols/procedures.
• Experience with healthcare systems operations such as EMR.
• Proficiency in computer programs and applications, including Microsoft Office.
• Knowledge of medical terminology, healthcare coding systems, and clinic functions.
• Understanding of Medicare, Medicaid, managed care, and other third-party payer guidelines.
• Basic knowledge of CPT procedure coding and ICD-10 diagnostic coding (a plus).
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Customer-oriented with the ability to remain calm in difficult situations.
• Exceptional patient service throughout all interactions.
• Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare, etc.).
• Ability to comprehend established office routines and policies.
• Problem-solving skills within the scope of authority.
• Ability to build relationships with patients and display empathy and compassion.
• Ability to work independently and manage deadlines.
• Compliance with HIPAA regulations for patient confidentiality.
• Adherence to all health and safety policies of the organization.

Physical Demands

• Carrying:
  • 1-25 lbs.: Frequent (34% to 66% of the time).
  • 26-50 lbs.: Occasionally (2% to 33% of the time).
• Pushing/Pulling:
  • 1-25 lbs.: Seldom (up to 2% of the time).
  • 100+ lbs.: Seldom (up to 2% of the time).
• Lifting:
  • Floor to Chest, 1-25 lbs.: Occasional (2% to 33% of the time).
  • Floor to Chest, 26-50 lbs.: Seldom (up to 2% of the time).
  • Floor to Waist, 1-25 lbs.: Occasional (2% to 33% of the time).
  • Floor to Waist, 26-50 lbs.: Seldom (up to 2% of the time).