Patient Service Representative Lead - 134037

Under the supervision of the Practice Manager, the Patient Service Representative Lead is responsible for overseeing and leading all front-end operations, including reception, call center, referrals, authorizations, and advanced administrative tasks such as template management, office purchases, and coaching. This role provides guidance and oversight to junior staff and serves as a key resource for the department. In collaboration with the Clinic Manager, the Patient Service Representative Lead contributes to improvement efforts that directly impact the practice. Other duties may be assigned as needed.

Based in our Primary Care clinic in Pacific Highlands Ranch, this position plays a vital role in front office registration for three departments: Express Care, Primary Care, and OBGYN. Responsibilities include checking in patients, verifying insurance, coordinating referrals and authorizations, and registering bulk accounts as needed. Additionally, the role helps ensure accurate payer code selection based on the requested services and provider details, and verifies insurance eligibility for outpatient services with third-party payers, therefore ensuring revenue integrity. As a front desk lead in a busy clinic, this position is essential for maintaining our quality standards and contributing to high-quality patient care.

• Minimum of three (3) years related experience in a healthcare setting, with extensive knowledge of administrative practices including using electronic health record (EHR) systems (EPIC) for scheduling, patient records, and billing.

• Knowledge of computer programs including Excel, PowerPoint, Graphs, Word, etc.

• Possess the skills, and extensive knowledge of practices in an Ambulatory setting.

• Previous experience as an administrative lead, effectively overseeing and managing front office administration.

• At least one year of supervisory experience in a large, complex healthcare environment.

• Express Care, Primary Care, and/or OBYGYN experience.

• Experience developing standard work, including process standardization, quality improvement, training, and collaboration.

• Experience in Artera or similar patient communication tools.

• Employment is subject to a criminal background check and pre-employment physical.

• Able to flex work hours and locations, including overtime, weekends, and holidaysif required for business needs.