Patient Services Floor Lead

Position Summary

Program Specific Essential Duties and Responsibilities

• Patient Service Operations Management
• Oversee Patient Services Representatives in delivering comprehensive patient support including demographic/insurance verification and updates UDS), appointment management (scheduling, rescheduling, canceling), patient check-in/out processes, and co-pay collection
• Ensure timely distribution of patient education materials and resolution of medical provider tasks
• Maintain current patient waitlists and manage same-day access scheduling needs
• Quality Assurance and Patient Flow
• Monitor adherence to established workflows and recommendations from Director of Patient Services and Operations
• Ensure efficient patient flow and consistent high-quality service delivery
• Address patient concerns through problem-solving, de-escalation, and coordination with medical teams to maximize patient satisfaction
• Collect and file patient complaints in Compliatric system
• Administrative and Financial Oversight
• Ensure collection of co-pays and outstanding balances, including promotion of Sliding Fee Scale benefits to eligible patients
• Cookordinate submission of collected copays and balances to Accounts Payable
• Verify staff completion of dedicated work queues, Department Appointment Report (DAR) reconciliation, and daily end-of-day reviews
• Staff Management and Coverage
• Maintain adequate front desk coverage during operational hours and lunch periods
• Ensure staff follow appropriate scheduling guidelines and maintain organized, clean, efficient work environments
• Serve as primary communication liaison for Patient Services team regarding operational issues and scheduling challenges
• Supervisory Responsibility – Timecard Approval for team

Qualifications and Education Requirements

• Education and Experience:
• 2- 4 years college, post-high school training or certification required.
• At least 6 months experience as a Patient Services Representative