Join a dynamic healthcare team in the Midwest region as an Administrative Lead Patient Services Representative. This key role supports the smooth operation of the Patient Access Department by leading and mentoring staff to ensure exceptional patient experiences and efficient workflows.

General Summary

As the lead, you will oversee daily patient access activities, serve as the primary resource for staff inquiries, and foster a customer-focused environment. Your leadership will help enhance the quality of care delivery through continuous process improvements and staff development.

Essential Duties and Responsibilities

• Act as the main escalation point for staff questions and concerns related to workflows and processes.
• Train new hires and provide ongoing education for registration personnel.
• Report performance successes and areas for improvement to leadership.
• Coach and re-educate staff to address competency gaps and performance trends.
• Manage patient registration, scheduling, insurance verification, and financial clearance processes.
• Ensure accurate collection and documentation of patient demographic, insurance, and financial information.
• Verify insurance coverage, explain benefits and financial responsibilities, and secure necessary authorizations and referrals.
• Collect co-pays, deductibles, and co-insurance payments in line with organizational policies.
• Assist with escalated patient issues and provide service recovery when needed.
• Recommend, communicate, and promote policy and procedure changes positively within the department.
• Maintain work queues to support efficient claims processing, patient satisfaction, and financial health.
• Provide guidance, training, and ongoing support to the Patient Services team.

Education

A high school diploma or GED is required. A certificate or diploma in Medical Front Office or Medical Terminology is preferred.

Experience

At least two years of experience in medical office or patient registration is required, with demonstrated knowledge and confidence in medical office secretary responsibilities.

Mental and Physical Requirements

The role requires strong attention to detail and the ability to perform duties under time constraints. You will need to concentrate on variable operations for short periods and maintain moderate concentration for repetitive tasks over longer durations. Frequent computer use with interruptions is expected. Physical demands include standing, walking, sitting, reaching, assisting and transporting patients in wheelchairs, and lifting up to 10 pounds.

Working Conditions

Standard office environment with occasional exposure to noise, fumes, chemicals, hazards, and diseases. Flexibility to work shifts is necessary.