Lead Patient Care Representative

Gladstone Psych & Wellness; Bethesda (MD); On-site; USD 50,000 - 85,000; Full time

Job summary

Gladstone Psychiatry and Wellness seeks a dedicated Lead Patient Care Representative to ensure a positive patient experience from entry. You will lead PCRs, verify insurance, collect balances, and maintain EMR records, while coordinating with clinicians for smooth patient care.

You will manage front desk operations, schedule follow-ups, send reminders, and keep spreadsheets and workflows up to date. This role requires multitasking and a strong customer service focus in a fast-paced office.

Qualifications

• High school diploma or equivalent is required.
• Minimum 1 year of face-to-face customer service experience.
• Proven track record of customer satisfaction.
• Working knowledge of Microsoft Suite and related products.
• Knowledge and understanding of Electronic Medical Records systems.

Responsibilities

• Lead the Patient Care Representatives who greet patients and guests.
• Verify insurance and demographic information accurately.
• Collect co-pay and/or self-pay balances.
• Collaborate with clinicians to ensure seamless patient care.
• Maintain EMR documentation and data entry.
• Schedule follow-up appointments and send reminders.
• Maintain front desk operations and open on time for patients/providers.
• Update and manage multiple spreadsheets and workflows.
• Notify patients and clinicians of service delays.
• Provide coverage when PCR is absent and support other PCRs as needed.

Skills

Customer service

Multitasking

Communication

Team coordination

Education

High school diploma

Tools

Microsoft Suite

EMR systems

Job description

Gladstone Psychiatry and Wellness is seeking a dedicated Lead Patient Care Representative. This role is essential in ensuring that our patients have a positive and professional experience from the moment they enter our facility. The ideal candidate will be enthusiastic about patient care and customer service, with the ability to multitask effectively in a fast-paced office environment. As a Lead Patient Care Representative, you will engage with patients in person, over the phone, and via email, ensuring that all interactions are handled with care and professionalism. Your primary responsibilities will include leading the Patient Care Representatives who greet patients and guests in a courteous manner. This leading role will assist the team in verifying insurance and demographic information, and collecting payments. You will also be responsible for ensuring updated patient information in our systems, advising patients of any outstanding balances, and collaborating with clinicians to ensure seamless patient care. Additionally, you will manage front desk operations, ensuring that they are open and available on time for both patients and providers. In this role, you will schedule follow-up appointments, send out appointment reminders, and complete all required workflows daily. You will also need to maintain multiple spreadsheets and workflows, collect and distribute mail and packages, and notify patients and clinicians of any service delays. Your ability to multitask and maintain a high level of customer service will be crucial to your success in this position.

Responsibilities

• Ensure front desk operations are open and available on time for patients and providers
• Greet all patients and guests in a courteous and welcoming manner
• Ensure proper verification of insurance and demographic information
• Collect both co-pay and/or self-pay balances
• Collaborate with clinicians of the practice
• Ensure documentation is entered and maintained in the EMR
• Schedule follow-up appointments
• Send out appointment reminders
• Complete all required workflows daily
• Collaborate with Revenue department
• Notify patients and clinicians of service delays
• Maintain multiple spreadsheets and workflows
• Collect, open, and distribute mail and packages
• Perform other duties as assigned
• Liaise with special programs present in that office
• Liaise with associate director of office management about office needs
• Order snacks/supplies/etc for offices
• Provide coverage when PCR is absent
• Ensure that all members of management and office including providers know when absences of PCRs occur
• Monitor any wait lists and fill empty slots
• Update budget spreadsheet
• Provide support for other PCRs as needed

Qualifications

• High school diploma, certificate, or equivalent
• Minimum 1 year of face-to-face customer service experience
• Proven track record of customer satisfaction
• Working knowledge of Microsoft Suite and related products
• Knowledge and understanding of the use of Electronic Medical Records systems
• Flexibility in handling various tasks
• Medical terminology knowledge preferred but not required
• Mental health/psychiatric experience preferred but not required