Clinic Patient Services Lead & Team Coach

Ultipro; Escondido (CA); On-site; USD 34,000 - 48,000; Full time

Job summary

Neighborhood Health in Escondido, CA is seeking a Lead Patient Services Representative to streamline clinic workflows, directing PSRs, coordinating appointments, and handling front desk operations with a focus on patient experience.

You will coach team members, train new hires, manage scheduling, verify registrations and insurance, and balance cash procedures while delivering compassionate service and accurate information.

Qualifications

• High school diploma/GED required.
• Two years’ patient services experience within medical and/or dental office required.
• Two years’ experience working with electronic medical records and multi-phone lines required.
• Bilingual (English/Spanish) highly preferred.
• Please note, you need to be part of the dental PSR team to qualify for this role.

Responsibilities

• Provides functional direction to assigned PSRs, including scheduling assignments, coordinating workflows, and assigning priorities.
• Maintains courteous relations with patients and staff, responds to appointments/front desk complaints and problems.
• Acts as liaison between billing office and site.
• Supports and responds to questions from the team; provides one-on-one coaching, as needed.
• Trains and orients new hires to standard protocols, policies, and procedures in the clinic.
• Assists management with monitoring team performance and facilitate additional team training, as needed.
• Provides department improvement recommendations to management, including policies, procedures, equipment, and functional guidelines.
• Engages with patients to schedule appointments and obtain relevant information to determine priority appointment scheduling needs.
• Notifies patients of appointments, including appointment date/time; updates/confirms appointment changes for cancellations, and notifies patients of available alternate appointment dates/times.
• Ensures current providers/patients schedules are accurate; makes changes in accordance with authorized procedures and ensures distribution of next day schedules to designated areas.
• Provides reception and registration for patient in designated areas, including appointment verifications, completed registration forms, contact and insurance verifications, and collection of co-pays/fees for current visit and any outstanding balances.
• Performs check-out processes for patients leaving treatment areas by reviewing their encounter forms for disposition instructions; provides patient with treatment plan and cost, as needed.
• Manages cash control procedures of balancing total cash payments with encounters received to ensure accuracy, including verifying cash drawers are balanced.
• Provides daily payment reports to accounting and cash receipts copies to billing department.
• Support the reception desk by screening and redirecting incoming calls to appropriate staff, taking and relaying messages, and providing general or procedural information.
• Collects and generates department work activity statistics at designated intervals following established procedures
• Creates PSR schedule for the clinic each month
• Completes a monthly office supply inventory and orders office supplies, as needed
• Performs administrative tasks for the clinic, such as opening and sorting mail, scheduling meetings, copying forms, assisting management with facilities reports
• Impacts patient experience by demonstrating courteous and helpful behavior and a commitment to accuracy
• Share accountability for overall patient health outcomes by working in coordination with care Teams
• Operates to instill confidence in our care and in our facilities to patients, fellow employees, and other stakeholders

Skills

Bilingual English/Spanish

Excellent communication

Education

High school diploma/GED

Job description

Neighborhood Health in Escondido, CA is seeking a Lead Patient Services Representative to streamline clinic workflows, directing PSRs, coordinating appointments, and handling front desk operations with a focus on patient experience.

You will coach team members, train new hires, manage scheduling, verify registrations and insurance, and balance cash procedures while delivering compassionate service and accurate information.