Patient Services Floor Lead

ADP, Inc.; Worcester (MA); On-site; USD 28,000 - 37,000; Full time

Job summary

ADP, Inc. in Worcester, MA is seeking a Regular Full-time Floor Lead for Patient Services to supervise PSRs, verify demographics/insurance, manage co-pays, and oversee scheduling tasks. You will coordinate front-desk coverage, ensure workflow adherence, and resolve patient concerns in partnership with medical teams.

The role emphasizes accurate data entry, timely education material distribution, and daily reconciliation tasks to support efficient patient flow and high-quality service.

Qualifications

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

Responsibilities

• 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
• 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
• 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
• 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
• Timecard Approval for team

Education

2-4 years college, post-high school training or certification

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