The Lead Patient Service Rep functions as an administrative team lead for the office. This position supports the physician and nursing staff in the delivery of health care by performing a broad range of administrative related tasks to maintain a smooth and efficient front office workflow. This position also assists with providing a review of administrative skills, assessing the workflow of administrative staff and monitoring staff/scheduling coverage.

• Leads huddles to observe, assess and evaluate department workflow.
• Provides orientation and training for administrative staff.
• Provides assistance in tracking and monitoring policies and other department specific data for safeguarding organization resources and monitoring of patient refunds.
• Manages the patient care flow and assists with monitoring CS-Link message pools.
• Monitors and assesses administrative workflows, performs observations of staff skills and performance abilities using designated evaluation and observation tools, provides suggestions for opportunities to improve and assists the Supervisor with the preparation, documentation and make recommendations related to corrective actions.
• Manages the physicians' master schedules and coordinates all schedule changes, teaches staff accordingly, and makes recommendations for schedule improvements.
• Provides assistant to patients by explaining policies, procedures, or services using administrative knowledge and direct inquiries or complaints to appropriate medical staff members, administrative staff, insurance plans, and other departments to ensure satisfactory resolution.
• Assists with administrative support activities to address physician and staff concerns such as facilities management, patient billing, utilization management, quality management, risk management, human resources, and payroll.
• Handles patient and provider correspondence.
• Processes and documents referrals and authorizations for patients.
• Assist in administrative quality assurance measures and adheres to all infection prevention standards.
• Acts as a team lead to include leading all aspects of the work of others, assigning or allocating work to team, and ensuring tasks are completed according to deadlines and quality standards.