Patient Services Floor Lead

Family Health Center; Worcester (MA); On-site; USD 42,000 - 52,000; Full time

Job summary

Family Health Center is seeking a Floor Lead to support the Director of Patient Services, guiding the Patient Services Representatives on each floor and handling daily tasks such as demographics verification, insurance updates, co-pays, and scheduling. The role ensures smooth patient Check-in/out and timely responses to patient needs.

The Floor Lead will monitor workflows, improve patient flow, and coordinate with medical teams to maximize satisfaction.

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 on demograhic/insurance verification and updates, appointment management, and check-in/out processes.
• Ensure staff follow workflows and maintain high-quality patient service.
• Collect co-pays and assist with sliding fee scales where eligible.
• Coordinate scheduling and coverage to maintain operational efficiency.

Skills

Patient services

Customer service

Team coordination

Education

Some college or post-high school training

Job description

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.

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

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

Monday- Friday; 8:30am -5:00pm