Lead Patient Service Rep- Concordville

Nemours Children's Health; Glen Mills (Delaware County); On-site; USD 52,000 - 70,000; Full time

Job summary

Nemours Children's Health is seeking a Lead Patient Service Rep in Concordville to supervise clerical staff, implement workflow changes, and support day-to-day front office operations. The role focuses on coaching, performance monitoring, and collaboration with the office leadership to maintain high standards of patient service.

The Lead PSR will coordinate scheduling, coaching, and staff development while ensuring adherence to policy and revenue-cycle processes.

Qualifications

• More than 1 year at Nemours or in a leadership role.

Responsibilities

• Oversees essential PSR functions as described in the PSR II role.
• Participates in hiring front office staff and precepts onboarding to hit 90‑day goals.
• Provides timely coaching and feedback to clerical staff and escalates issues to the office manager.
• Ensures adherence to office policies and completes annual competencies for PSR staff.
• Coordinates schedules; maintains professional environment and enforces Nemours Standards.
• Serves as SuperUser and Preceptor for clerical staff.

Job description

Job Description

Nemours is seeking a Lead Patient Service Rep in Concordville. The Lead PSR oversees and provides resources to clerical associates (PSRs and MAs) by ensuring that any changes in workflow or processes are implemented accordingly. The Lead PSR monitors the ongoing clerical performance of the PSRs and MAs, provides coaching and feedback to clerical staff as needed and collaborates with the office leadership team to facilitate the day to day operations of the office. The Lead PSR is responsible for performance or delegation of daily office functions related to appointment scheduling, patient intake including data verification, charge entry and revenue cycle and front office communications. The Lead PSR reports to the Office Manager any deficiencies on issues related to the functions of the front office.

Essential Functions

• Performs and oversees the essential functions as delineated in the PSR II job description.
• Participates in the hiring of front office staff. Precepts orientation process of new clerical associates to ensure they meet their 90 day review goals.
• Provides timely feedback to clerical staff and office manager related to clerical functions as part of the annual evaluation process. Coaches and reeducates clerical staff as needed and escalates repeated issues to office manager for appropriate corrective action.
• Ensures that the clerical staff is following appropriate office policies and procedures. Completes annual competencies for PSR staff. Assists with annual competencies for MAs related to their front office functions.
• Delegates and ensures clerical staff have completed their tasks accurately and timely. Collaborates with other Nemours departments, i.e., Billing Liaisons, Revenue Cycle, Continous Improvement, etc. Uses appropriate tools, i.e., Calabrio phone recordings, registration audit tools, etc., to provide quantitative and qualitative feedback to clerical staff.
• Coordinates and maintains clerical staff schedules.
• Maintains a professional clerical environment and ensures Nemours Standards of Behavior are enforced.
• Serves as the SuperUser and Preceptor for the clerical staff.

Requirements

• More than 1 year at Nemours or in a leadership role

About Us

Nemours Children's Health is an internationally recognized pediatric health system serving more than 1.7 million patient encounters each year. We deliver care across six states through two freestanding children’s hospitals — Nemours Children's Hospital, Delaware and Nemours Children's Hospital, Florida — along with a network of more than 80 primary, urgent, and specialty care practices and more than 40 hospital partnerships.

Backed by the Nemours Foundation and Alfred I. duPont Trust, our $1.7B nonprofit system is dedicated to improving children's health through clinical care, research, education, advocacy, and prevention. Our Whole Child Health approach focuses equally on prevention and treatment, partnering with communities to help every child thrive.

Inclusion and belonging guide our strategy and growth. We are committed to culturally relevant care, reducing health disparities, and fostering an environment where every associate, patient, and family feels supported and valued.

Learn more at Nemours.org .