Call Center Lead Patient Service Representative (PSR)
Non-Exempt (Hourly: $20.00 - $26.00)
Job purpose
The Call Center Lead Patient Service Representative reports directly to the Front Office Coordinator for River City and is responsible for overseeing the day-to-day operations of the call center and providing direct supervision to Call Center Patient Service Representatives. This position serves as the primary resource for staff questions, workflow guidance, and performance support while also performing all core Call Center PSR duties.
Responsibilities include answering incoming calls, scheduling appointments, verifying insurance, updating patient information, and resolving patient concerns efficiently and courteously. The Call Center Lead provides direct oversight of Call Center PSRs, including monitoring staff performance, attendance, and productivity; reviewing and approving or denying PTO requests; and ensuring adherence to scheduling, attendance, and customer service standards. This position serves as the primary supervisor for Call Center PSRs and works closely with the Front Office Coordinator to support staff development, address performance concerns, maintain operational efficiency, and promote a high-quality patient experience.
At Heartland, we are a people-centered organization dedicated to providing exceptional care and service to our patients. This role requires the ability to remain calm under pressure, manage competing priorities, and effectively de-escalate difficult situations involving both patients and staff. A strong understanding of medical and dental terminology is preferred to support effective communication with patients and healthcare professionals.
Duties & Responsibilities
Leadership and Supervisory Responsibilities
- Provide direct day-to-day supervision of Call Center Patient Service Representatives.
- Monitor staff attendance, punctuality, productivity, and adherence to established policies and procedures.
- Conduct regular coaching and provide timely feedback to support staff performance and professional development.
- Assist with onboarding and training of new staff members.
- Participate in performance evaluations and recommend corrective action when appropriate.
- Address staff concerns and escalates issues to the Front Office Coordinator as needed.
- Coordinate staffing assignments and assist with scheduling to ensure adequate call center coverage.
- Approve routine requests and make operational decisions within the scope of delegated authority.
- Foster a positive, collaborative, and accountable team environment.
Patient Interaction and Experience
- Answer incoming calls promptly, professionally, and courteously.
- Address and resolve patient complaints or concerns in a timely and professional manner.
- Provide accurate information regarding the health center’s services, policies, and procedures.
- Facilitate communication between patients and clinical staff to support a positive patient experience.
- Ensure services are accessible to all patients, including those with language or other barriers.
- Use de-escalation techniques to manage difficult or emotionally charged interactions.
- Respond to crisis-related calls and connect callers to appropriate crisis services when needed.
- Handle patient inquiries and work queue tasks efficiently to minimize delays and wait times.
- Ensure all information communicated to patients is accurate, complete, and consistent.
Appointment Scheduling
- Schedule, reschedule, and confirm patient appointments while maximizing provider template utilization.
- Coordinate with clinical staff to accommodate urgent appointments, triage needs, and walk-ins.
- Resolve scheduling conflicts and ensure appointment availability.
- Provide patients with pre-appointment instructions and information, including Patient Portal resources when appropriate.
Patient Records Management
- Verify and update patient demographic, insurance, and contact information accurately in the electronic health record (EHR).
- Document patient interactions and scheduling activities appropriately.
- Assist with identifying and correcting registration errors, including duplicate charts and inaccurate demographic information.
Insurance and Billing Support
- Verify insurance eligibility and coverage information.
- Inform patients of co-pays, deductibles, and other payment responsibilities.
- Assist with basic billing questions and coordinate with the billing department to resolve discrepancies.
- Ensure patients receive accurate information regarding sliding fee scale eligibility and payment options.
Communication and Coordination
- Use effective communication skills to understand and respond to patient needs.
- Transfer calls and route messages to the appropriate departments or personnel.
- Follow up with patients as needed to ensure concerns are addressed.
- Collaborate with clinic staff and leadership to address operational issues and improve workflows.
Confidentiality and Patient Privacy
- Adhere to HIPAA regulations and organizational policies regarding confidentiality.
- Verify patient identity before discussing protected health information.
- Limit access to patient information to authorized personnel.
- Use secure communication methods when transmitting patient information.
- Dispose of documents containing patient information in a secure manner.
- Conduct conversations involving protected health information in private settings whenever possible.
Process Improvement and Reporting
- Assist the Director of Operations in reviewing call center reports, performance metrics, and patient satisfaction data.
- Identify workflow issues and recommend process improvements.
- Support audit and compliance activities.
Other Duties
- Perform all standard Call Center PSR duties as needed.
- Perform other duties as assigned by management.
Qualifications
- High school diploma or equivalent required; additional education or certification in healthcare administration, business, behavioral health, or a related field preferred.
- Previous experience in a healthcare, patient services, customer service, or call center environment preferred.
- Completion of Mental Health First Aid certification within 90 days of hire.
- Strong interpersonal, verbal, and written communication skills, including active listening and de-escalation techniques.
- Proficiency with electronic health record (EHR) systems and standard business software, including Microsoft Office and Microsoft Teams.
- Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
- Ability to maintain confidentiality and handle sensitive information in accordance with organizational policies and applicable laws.
- Strong critical thinking, problem-solving, and customer service skills.
- Ability to work independently and collaboratively as part of a team.
Working Conditions & Physical Requirements
- Work is performed primarily in a fast-paced office and call center environment.
- Extensive use of computers, multiple software systems, and telephones throughout the workday.
- Frequent interaction with patients, employees, providers, insurance companies, and external partners.
- Subject to interruptions, competing priorities, and occasional challenging interactions requiring de-escalation skills.
- Work is performed indoors in an environmentally controlled setting and may involve exposure to infectious diseases or other healthcare-related environmental conditions.
- Ability to remain in a stationary position for extended periods while working at a computer workstation.
- Ability to operate a computer, telephone, and other standard office equipment.
- Ability to communicate and exchange accurate information with patients, employees, providers, and external parties.
- Ability to review and analyze information in electronic and written formats.
- Occasional movement throughout the facility to attend meetings or interact with employees, patients, or visitors.
- Occasional ability to move or transport items weighing up to 25 pounds.
- Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
Details
- Schedule: Full-time non-exempt (hourly).
- Hours Monday - Friday 8:00AM - 7:00PM (as needed) (average 40 hours/week)
- Shifts are typically 8 hours.
- Location: Heartland Community Health Center Bluestem Wellness (534 Michigan Street)
