Patient Service Team Lead

United Digestive; Atlanta (GA); On-site; USD 22,000 - 30,000; Full time

Job summary

United Digestive in Atlanta, GA is seeking a Patient Services Lead to manage scheduling for appointments, procedures, and follow‑ups. The role involves handling inquiries via calls, portals, and email, updating physician blocks, and ensuring accurate patient data entry with HIPAA compliance.

Ideal candidates have a High School diploma, 2–3 years in a gastroenterology clinic, and strong customer service skills. CMA is preferred; bilinguality is a plus.

Qualifications

• High school diploma or GED required; CMA preferred.
• 2–3 years of specialty clinic experience, gastroenterology experience preferred.
• Bilingual preferred, but not required.
• Staff member must be computer literate and able to operate healthcare system and multiple Microsoft Office applications.

Responsibilities

• Answer incoming calls in a timely and efficient manner while providing quality patient care and customer service.
• Schedules, reschedules, and manages cancellations and no shows for patient visits and procedures.
• Maintains physician and endoscopy schedules and updates block times.
• Collects and records accurate patient information per documentation requirements.
• Coordinates scheduling of procedures and ancillary services across the practice and hospital when needed.
• Ensures HIPAA compliance and confidentiality of patient information.
• Monitors productivity and participates in ongoing customer service training with staff.

Skills

Customer service

Communication

Computer literacy

Education

High school diploma

Certified Medical Assistant (preferred)

Tools

Greenway Patient Portal

AGA eschedule

Microsoft Office

Job description

GENERAL SUMMARY OF DUTIES: Responsible for all duties revolving around the scheduling of patient appointments for procedures, follow-up office visits and ancillary services. Responsible for obtaining accurate documentation of patient information, management of physician and endoscopy center schedules. Responsible for the monitoring of all scheduling queues across the practice to ensure adequate coverage, low wait/hold times and a focus on customer service.REPORTS TO: Patient Service ManagerRESPONSIBILIITESDuties include but are not limited to:Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times.Schedules, reschedules, and manages cancellations and no shows for patient office visits and proceduresMaintains and updates current information on physicians’ schedules and endoscopy block time; schedules patients according to physician availability and preferenceCollects and records accurate patient information according to the AGA Documentation RequirementsEnsures all applicable procedures are scheduled in AGA endoscopy suites; coordinates scheduling of procedures in hospital if necessaryEnsures all applicable ancillary services are scheduled at AGAMails/Emails information packets to patients who are new to the practiceHandles requests for information or appointment received via the Greenway Patient Portal or AGA eschedule website in an efficient and timely mannerAddresses questions regarding patient appointments and requests for information from referring providersAccurately provides or counsels patients and/ or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessaryMeets or exceeds quality and productivity standards as set by the Patient Service ManagerAnswers emails and voicemails and returns patient calls in a timely and efficient mannerCompletes requests for information from other AGA staff and ensures that they are handled promptly and effectively to guarantee payment on patient accountsAbides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient informationProvide ongoing training and retraining of Patient Service Center staffMonitors productivity of Patient Service Center staffMonitors calls for quality assurance, adherence to practice policy, and training purposesConducts or participates in regular ongoing customer service training with Patient Service Center staff as directed by the Patient Service ManagerLeads or participates in team meetings and ensures that all team members are adequately informed of AGA policy and procedural changesAny other duties and/or special projects as assignedREQUIRED EDUCATION, SKILLS & EXPERIENCEHigh School Diploma or GED required; Certified Medical Assistant preferred. Strong customer service skills a must. 2-3 years of specialty clinic experience, gastroenterology experience preferred. Bilingual preferred, but not required. Staff member must be computer literate and able to operate healthcare system and multiple Microsoft Office applications.ADDITIONAL SKILLS AND EXPERIENCEPatient Service Team Lead must be able to:Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respectDisplays a professional outgoing warm and helpful attitudePossesses compassion for dealing with people who are ill and need helpPlan, prioritize, and complete multiple tasks as delegated by the Patient Service ManagerWork under pressure; assess, respond, and communicate issues in a timely mannerCommunicate clearly with patients and coworkers through the telephone, email, and in-personInterpret and apply clinical and non-clinical policies and proceduresPHYSICAL/MENTAL/ENVIRONMENTAL DEMANDSRequires sitting and standing associated with a normal office environment; travel within the Metro area required.