Lead Patient Services Representative

LVHN; Allentown (Lehigh County); On-site; USD 36,000 - 48,000; Full time

Job summary

Lehigh Valley Health Network (LVHN) is seeking a Patient Service Representative to manage front desk and medical records operations, serving as a key contact for patients and care teams. You will mentor patient service staff, ensure high-quality service, and support EMR go-lives while adhering to policies and procedures.

The role emphasizes teamwork, accuracy in scheduling, insurance verification, and collaboration with clinicians to deliver efficient patient experiences across our network.

Qualifications

• Basic customer service experience in a care setting.
• Experience in a physician practice.
• Knowledge of medical terminology and coding basics.
• Familiarity with EMR systems and related trainings.
• Ability to coach or mentor colleagues and support a team.

Responsibilities

• Mentor and lead clerical/administrative functions to support patient care delivery.
• Provide education and support to colleagues within the practice group.
• Monitor and support patient services representatives to ensure standard work is followed.
• Verify insurance and pre-authorization needs; determine coverage details.
• Schedule patient appointments accurately and efficiently.
• Support the network Service Promise and Access goals for appointments.
• Understand revenue cycle and how registration affects billing processes.
• Cross-train for other departments as needed.

Skills

Customer service

Medical terminology

EMR trainings

Communication

Education

High School Diploma/GED

Job description

Imagine a career at one of the nation's most advanced health networks.

Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work.

LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day.

Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network.

Summary

Acts as the internal and external point of contact and coordinates the day-to-day operations of the front desk and medical records. Serves as the lead in clerical/administrative components of patient encounters as a member of the care delivery team. Acts as a mentor to all patient service representatives and ensures that the delivery of high-quality, cost-efficient, culturally sensitive services comply with all federal, state, and local agency policies and procedures. Provides communication, education, and support to colleagues and off-site support during EMR go-lives.

Job Duties

Serves as a mentor and lead for all clerical and administrative functions to support patient care delivery.

Provides education, communication, and support to colleagues within the practice group.

Monitors and supports patient services representatives to ensure standard work is followed.

Verifies insurance and potential necessity for pre-authorization and determines appropriate insured, policy, group, and billing addresses of primary, secondary, and tertiary insurances.

Performs professional, efficient, and accurate scheduling of patient appointments.

Strives to support the network Service Promise and Access goals for patient appointments.

Develops and maintains a solid understanding of the revenue cycle and how patient registration affects the billing process.

Cross-trains for other departments and/or works in other departments to cover for staffing gaps.

Minimum Qualifications

• High School Diploma/GED
• 1 year Experience in a customer service role, interacting directly with customers in person with responsibility and accountability for superior customer experience. and
• 2 years Experience in a physician practice
• Ability to work effectively in a dynamic customer service environment with interruptions and changing priorities.
• Ability to establish and develop positive and collaborative relationships with staff, clinicians, and leadership within the practice.
• Ability to maintain accuracy and compliance with detailed-oriented responsibilities.
• Ability to coach or mentor colleagues.
• Knowledge of medical terminology.
• Must have achieved all available PSR badges and completed all applicable EMR trainings.

Physical Demands

Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer

This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

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Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees.