Patient Service Representative Lead - 136864

Under the supervision of the Clinic Manager, the Patient Service Representative Lead is responsible for overseeing and leading all front-end operations, including reception, call center, referrals, authorizations, and advanced administrative tasks such as template management, staff schedules, office purchases, and coaching. This role provides guidance and oversight to junior staff and serves as a key resource for the department. In collaboration with the Clinic Manager, the Patient Service Representative Lead contributes to improvement efforts that directly impact the practice. Other duties may be assigned as needed.

Based in our Express Care clinic in Rancho Bernardo, this position plays a vital role in front office registration for Express Care, other same-day clinics, and in partnership with the occupational health department. Responsibilities include checking in patients, verifying insurance, and assisting with staff schedules. Additionally, the role helps ensure accurate payer code selection based on the requested services and provider details and verifies insurance eligibility for outpatient services with third-party payers, therefore ensuring revenue integrity. As a front desk lead in a busy clinic, this position is essential for maintaining our quality standards and contributing to high-quality patient care.

• Minimum of four (4) years related experience in a healthcare setting, with extensive knowledge of administrative practices, including using electronic health record (EHR) systems (EPIC) for scheduling, patient records, and billing.

• At least one (1) year of previous experience as an administrative lead in a large, complex healthcare environment, effectively overseeing and managing front office administration.

• Intermediate knowledge of Microsoft Office programs, including Excel, Graphs, PowerPoint, Word, etc.

• Possess the skills and extensive knowledge of practices in an Ambulatory setting.

• Same-day Care/ walk-in clinic experience.

• Experience developing standard work, including process standardization, quality improvement, training, and collaboration.

• Experience in Artera or similar patient communication tools.

• Experience in managing staff or provider scheduling tools.

• Must be able to work various hours and locations based on business needs.

• Employment is subject to a criminal background check and pre-employment physical.

• Must be available to flex work hours, including overtime, weekends, and holidays if required for business needs.