Patient Service Team Lead — Evening/Weekend Ops

Greater Lawrence Family Health Center; Hav; On-site; NOK 542,000 - 564,000; Full time

Job summary

Greater Lawrence Family Health Center in Massachusetts is seeking an Associate Patient Service Supervisor to oversee daily operations of Patient Service Representatives, ensuring excellent customer service, efficient patient access, and high-quality care.

The role includes supervising evenings, weekends, and after-hours call center operations, coaching staff, performance management, and cross-site coordination to meet departmental goals.

Qualifications

• 1-2 years of supervisory or leadership experience, preferably in healthcare.
• Experience with computerized scheduling systems and patient access operations.
• Knowledge of insurance processes and Medicaid reimbursement preferred.
• Training in medical terminology preferred.

Responsibilities

• Supervise, coach, and support an assigned team of Patient Service Representatives.
• Provide operational oversight during evenings, weekends, and extended hours, including Acute Care and After-Hours Call Center operations.
• Monitor staffing, workflow, and service standards to ensure efficient operations and patient access.
• Assist with hiring, onboarding, training, performance management, and staff development.
• Serve as a resource for employee, patient, and operational concerns, resolving issues as appropriate.
• Ensure daily assignments are completed and appropriate coverage is maintained.
• Promote excellent customer service and serve as a role model for organizational standards.
• Support quality improvement initiatives, operational projects, and departmental goals.
• Ensure compliance with policies, confidentiality requirements, and regulatory standards.
• Assist with referral management, cash reconciliation, reporting, and other administrative functions.
• Travel between sites as required.

Skills

Supervisory experience

Customer service

Communication skills

Leadership

Problem-solving

Microsoft Office

Education

High School Diploma or GED

Associate Degree preferred

Tools

Scheduling software

Microsoft Office

Job description

Greater Lawrence Family Health Center in Massachusetts is seeking an Associate Patient Service Supervisor to oversee daily operations of Patient Service Representatives, ensuring excellent customer service, efficient patient access, and high-quality care.

The role includes supervising evenings, weekends, and after-hours call center operations, coaching staff, performance management, and cross-site coordination to meet departmental goals.