Patient Services Floor Lead

Family Health Center; Massachusetts; On-site; USD 28,000 - 37,000; Full time

Job summary

Family Health Center is seeking a Patient Services Representatives Floor Lead in Worcester, MA to support the Director of Patient Services. You will supervise PSRs on your floor, verify demographics/insurance, handle scheduling, and ensure smooth patient check-in/out and co-pay collection.

The role emphasizes process improvement, patient satisfaction, and coordination with medical teams to resolve issues and maintain efficient patient flow.

Qualifications

• 2-4 years college, post-high school training or certification required.
• At least 6 months experience as a Patient Services Representative.

Responsibilities

• Oversee PSRs in performing demographics/insurance verification and updates; manage scheduling, check-in/out, and co-pays.
• Monitor workflows and patient flow; ensure high-quality service delivery and resolve patient concerns.
• Collect and file patient complaints in Compliatric system; ensure timely coordination with providers.

Education

2-4 years college education

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Regular Full-time Worcester, MA, US

2 days ago Requisition ID: 1834

Salary Range: $20.67 To $26.92 Hourly

Position Summary:

Patient Services Representatives Floor Lead supports the Director of Patient Services in managing the PSRs in their respective floors while performing their day-to-day tasks. The Floor Lead will need to make sure that Patient Services Representatives assist patients by accurately verifying and updating demographics and insurance information, handling co-pays, scheduling, rescheduling and canceling appointments, checking patients in and out.

PROGRAM SPECIFIC ESSENTIAL DUTIES AND RESPONSIBILITIES:

Patient Service Operations Management:

• Oversee Patient Services Representatives in delivering comprehensive patient support including demographic/insurance verification and updates UDS), appointment management (scheduling, rescheduling, canceling), patient check-in/out processes, and co-pay collection
• Ensure timely distribution of patient education materials and resolution of medical provider tasks
• Maintain current patient waitlists and manage same-day access scheduling needs

Quality Assurance and Patient Flow:

• Monitor adherence to established workflows and recommendations from Director of Patient Services and Operations
• Ensure efficient patient flow and consistent high-quality service delivery
• Address patient concerns through problem-solving, de-escalation, and coordination with medical teams to maximize patient satisfaction
• Collect and file patient complaints in Compliatric system

Administrative and Financial Oversight:

• Ensure collection of co-pays and outstanding balances, including promotion of Sliding Fee Scale benefits to eligible patients
• Coordinate submission of collected copays and balances to Accounts Payable
• Verify staff completion of dedicated work queues, Department Appointment Report (DAR) reconciliation, and daily end-of-day reviews

Staff Management and Coverage:

• Maintain adequate front desk coverage during operational hours and lunch periods
• Ensure staff follow appropriate scheduling guidelines and maintain organized, clean, efficient work environments
• Serve as primary communication liaison for Patient Services team regarding operational issues and scheduling challenges

Supervisory Responsibility – Timecard Approval for team

Qualifications and Education Requirements

One of the following combinations of education and employment experience must be met to be considered for the position:

Education and Experience:

• 2- 4 years college, post-high school training or certification required.
• At least 6 months experience as a Patient Services Representative

Reports to the Director of Patients Services Representative