Lead Patient Service Representative

CLASSIFICATION/STATUS

Non-Exempt, Full-time, Permanent

IMMEDIATE SUPERVISOR

Site Manager (Brighton)

WORK LOCATION

On-site (Brighton)

PAY RANGE

Band 2 ($22 - $29/hour)

WHO YOU ARE

The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare.

YOUR ROLE & IMPACT

The Lead Patient Service Representative, under the supervision of the Site Manager, assists in day-to-day operations and planning of the Patient Service Department, to enhance customer service experience and engagement, and facilitate patient services across all clinical departments. Also, to ensure excellent service standards, the Lead Patient Service Representative responds efficiently to patient inquiries and maintains a high level of patient satisfaction. This role provides training, coaching, and performance management to Patient Service Representative (PSR) staff and collaborates closely with clinical teams and the Health Benefits Department to support patient scheduling, insurance verification, and workflow compliance. The Lead Patient Service Representative ensures consistent implementation of new processes, timely response to patient needs, and accurate billing practices.

YOUR RESPONSIBILITIES

- Supervise Patient Service Representatives, including onboarding, daily supervision, training, and performance management.

- Support staff as needed, with day-to-day front desk operations and problem solving.

- As a member of the Community Support Service Team, ensure all interactions between Administration, Patient Service, and patients are professional and empathetic, creating an atmosphere where CRCH is a safe and welcoming place for all community members.

- Serve as front desk staff for all clinical departments (except Pharmacy) as assigned by Site Manager.

- Greet and welcome patients and visitors, providing consistently positive customer service and serving as a role model for the team.

- Become cross-trained to cover all department needs within 3 months of hire, including Check-Out.

- Work closely with Medical, Dental, and Vision Providers, Nurses and Medical Assistants to inform patients about delays and waiting times.

- Ensure patient appointment requests are handled promptly through the portal, voicemail, phone, walk-ins, and work queues.

- Listen to patients’ feedback and resolve issues or conflicts.

- Identify areas for PSR process improvement and recommend workflow enhancements.

- Collaborate with the Health Benefits Department, following booking guidelines to assist inactive patients and ensure workflows are followed appropriately.

- Ensure that each patient has an approved plan in place before/or at the time of the visit.

- Schedule patients for Medical, Vision, and Dental appointments.

- Inform patients of payment requirements before appointments and collect payments prior to service.

- When working in Vision, confirm insurance coverage prior to the visit and advise patients of their financial responsibility.

- Generate appropriate paperwork to ensure billing for services.

- Be flexible and available to cover staffing needs across the health center when other staff are not available, including when assigned by Site Manager.

- Prepare and distribute weekly staff schedule to ensure adequate front desk coverage.

- Provide backup coverage in oversight areas when needed.

- Ensure all patient requests for appointments are responded to in timely manner.

- Ensure that PSRs check work queue errors and fixes them by the end of the day.

- Ensure that all new workflows and processes, once rolled out, are followed and that the team is properly trained.

- Perform other duties, responsibilities, and tasks as assigned or approved by the Site Manager or designee.

YOUR QUALIFICATIONS, COMPETENCIES, TRAITS

- High school diploma or GED required; Associate’s Degree preferred, or equivalent work experience.

- Minimum of three years of healthcare experience in an outpatient setting, preferably within a community health environment.

- Experience as a team lead or a proven ability to guide and support front-end staff.

- Models exceptional patient service by demonstrating that every patient matters and their needs are important; displays empathy, humility, and professionalism at all times.

- Strong problem-solving skills with the ability to address issues in the moment, then follow up and debrief with the Site Manager.

- Familiar with Excel, Electronic Medical Programs, registration and scheduling systems.

- Must be accurate and responsible when dealing with cash.

- Bilingual English/Spanish or English/Portuguese is preferred.

- Must have a willingness to work flexible hours to meet the organization's needs/demands.

- Must be able to travel to either Charles River Community Health site (Brighton and Waltham) as needed.

- Must have excellent communication skills, particularly with people from diverse cultures, with the ability to understand the community, population, and patients we serve.

- Must believe in the work we do at CRCH, with a strong passion to serve underserved populations in diverse settings.

WHO WE ARE & WHAT WE DO

Charles River Community Health’s mission is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them.

CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities. We serve over 13,500 patients annually, and 90% of those served are low income, while over 70% need services in a language other than English.

We are committed to providing patients with timely access to the right care, at the right place and at the right time, collaborating with other organizations to connect patients with a comprehensive range of services and provide continuity of care, and creating new community partnerships to meet the changing needs of patients and the community.

We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating health care disparities for our patients. We also advocate for the needs of our patients, the community, and public health causes.

OUR PROMISE

If you are passionate about providing customer service excellence in a mission-driven, team-oriented, and progressive organization, you will find your career as Lead Patient Service Representative rewarding and impactful You will also find a partner in your career path goals and trajectory

OUR BENEFITS & PERKS

Medical & Dental Insurance

Short & Long-term Disability Insurance

Generous Paid Time Off

Flexible Spending Account

Employee Assistance Program

Tickets at Work

Health Reimbursement Arrangement

Travel Reimbursement

Professional Development Opportunities

Solid track record of developing and promoting employees internally

EEO Statement

Charles River Community Health is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, CRCH will better serve our local communities and continue to provide quality patient care and services. CRCH is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, CRCH prohibits retaliation against an applicant or employee because he or she has engaged in protected activity under the statutes prohibiting discrimination in the workplace.

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