Patient Services Floor Lead

Position Summary:

Patient Services Representatives Floor Lead supports the Director of Patient Services in managing the PSRs in their respective floors while performing their day-to-day tasks. The Floor Lead will need to make sure that Patient Services Representatives assist patients by accurately verifying and updating demographics and insurance information, handling co-pays, scheduling, rescheduling and canceling appointments, checking patients in and out.

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

• Coordinate 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

One of the following combinations of education and employment experience must be met to be considered for the position:

Education and Experience:

• 2- 4 years college, post-high school training or certification required.

• At least 6 months experience as a Patient Services Representative

Reports to the Director of Patients Services Representative