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** Monday- Friday; 8:30am -5:00pm