Patient Access Lead - Front Desk & Service Excellence

SDAIHC; San Diego (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

San Diego American Indian Health Center in San Diego, CA, seeks a Patient Services Representative Lead (PSR Lead) to supervise front-desk operations and ensure seamless access to medical, behavioral health, and dental services.

The role combines hands-on PSR duties with mentoring staff, optimizing scheduling, eligibility checks, and call handling, while upholding HIPAA and SDCHC standards; prior experience in an FQHC environment is preferred.

Qualifications

• High School Diploma or GED required.
• Minimum of 3 years’ experience as a Patient Service Representative or equivalent healthcare access role.
• Proven proficiency in appointment scheduling, insurance verification, and EHR systems.

Responsibilities

• Serve as a working lead by performing all Patient Service Representative duties, including calls, check-in/check-out, scheduling, registration, and insurance verification.
• Act as first point of contact for daily workflow questions, system navigation support, and scheduling guidance.
• Maintain presence on phones and front desk to manage call volume and patient flow.
• Orient new hires on training standards, scripts, workflows, and customer service expectations.
• Assist with daily coverage coordination and communicate staffing, access, or patient flow concerns to maintain service levels.
• Participate in team meetings, audits, and quality improvement initiatives to enhance patient access and frontline efficiency.

Skills

High School Diploma/GED

3+ years PSR experience

Appointment scheduling

Insurance verification

EHR systems

Leadership

Education

High School Diploma or GED

Tools

eCW

EHR software

Job description

San Diego American Indian Health Center in San Diego, CA, seeks a Patient Services Representative Lead (PSR Lead) to supervise front-desk operations and ensure seamless access to medical, behavioral health, and dental services.

The role combines hands-on PSR duties with mentoring staff, optimizing scheduling, eligibility checks, and call handling, while upholding HIPAA and SDCHC standards; prior experience in an FQHC environment is preferred.