Patient Service Representative Lead

2 days ago


Salem, Massachusetts, United States Mass General Brigham Full time
About the Role:
We are seeking a highly skilled and experienced Patient Service Representative Lead to join our Internal Medicine team in Salem, MA. As a leader in patient service, you will oversee front-desk operations, supervise staff, and ensure efficient workflow. Your primary responsibility will be to provide exceptional patient care while managing tasks such as telephone management, registration, scheduling, insurance verification, co-pay collection, messaging, referrals, and work queue management.

**Responsibilities:**
• Demonstrate leadership by making independent decisions, resolving problems promptly, and diffusing risk situations to mitigate escalations.
• Manage and oversee work queues, ensuring staff meet workflow standards and scheduling expectations.
• Train and mentor new and existing staff, supporting career development and providing regular feedback on performance.
• Oversee provider templates to optimize patient access, manage scheduling adjustments, and coordinate template updates for meetings, training, and time off.
• Lead monthly front-desk meetings, prepare agendas, document meeting minutes, and communicate follow-up actions.
• Address and resolve patient billing inquiries.
• Order and maintain administrative office supplies.
• Regularly provide feedback to staff and collaborate with leadership on performance evaluations.
• Serve as a backup to the Practice Manager when needed.

Requirements:
At least 1 year of experience in a healthcare setting. High School Diploma required. Strongly preferred: 2 Years of supervisory experience, including the ability to train and mentor others. Associate's or Bachelor's degree in healthcare or related field.

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