Patient Services Representative Team Leader

The Patient Services Team Leader oversees daily front office operations and supervises patient services staff to ensure an efficient, positive, and patient-focused experience. This role requires knowledge of insurance products, an understanding of commonly used insurance companies and plan limitations, and the ability to help resolve coverage-related concerns.

- Manage patient reception for clinic visits and diagnostic testing, ensuring a welcoming and professional environment.

- Monitor patient services procedures to uphold consistent, high-quality service standards.

- Maintain accurate and efficient schedule management; support optimal patient flow and provider workflow.

- Collaborate with physicians/providers, Nursing Team Leaders, Clinic Coordinators, and other departments to meet patient and provider needs.

- Perform short-term schedule maintenance and resolve patient/member issues promptly.

- Assist with Patient Services Representative duties when needed, including check-in/check-out, scheduling, and chart preparation.

- Supervise Patient Services staff and oversee daily operations of the front office team.

- Conduct and support training, onboarding, and ongoing education of team members.

- Promote a positive and supportive environment that encourages teamwork and service excellence.

- Coach, mentor, and guide team members to improve performance and productivity.

- Monitor staff performance, complete evaluations in a timely manner, and address concerns as needed.

- Ensure adequate staffing levels and approve GPT requests.

- Maintain compliance with CIS policies, procedures, and departmental standards.

- Serve as a liaison between staff, physicians, team leaders, and the Practice Administrator.

- Maintain proper security and safeguarding procedures for cash boxes.

- Communicate operational challenges or improvement opportunities to the Practice Administrator.

- Participate actively in electronic health record (EHR) processes, including SRS scanning and documentation accuracy.

- Support CIS's mission by performing additional duties as assigned.

- Maintain patient confidentiality in accordance with HIPAA standards.

- High school diploma required; college education preferred.

- Strong communication and organizational skills.

- Proficiency with computers and scheduling systems.

- Knowledge of insurance products preferred.

- Prior management or supervisory experience preferred.

- Minimum of two years of experience in a healthcare-related field preferred.

- A commitment to teamwork, service excellence, patient-centered care, and continuous improvement.