Patient Service Representative Lead - 141866

Under the supervision of the Practice Supervisor, the Patient Service Representative Lead oversees daily front-end operations, including reception, call center functions, referrals, and authorizations. The role also supports advanced administrative responsibilities, including template management, office purchases, staff coaching, and training. The Lead provides guidance to junior staff, serves as a key departmental resource, and collaborates with the Practice Supervisor to improve workflows, standardize administrative practices, and support efficient clinic operations.

Based at the Rancho Bernardo Primary Care clinic, this position supports front office registration for five departments: Primary Care, Sports Medicine, Psychiatry, Express Care, and OB/GYN. Responsibilities include checking in patients, maintaining accurate registration information, verifying insurance eligibility for outpatient services with third-party payers, coordinating referrals and authorizations, and registering bulk accounts as needed. The Lead ensures accurate payer code selection based on requested services and provider information to support revenue integrity.

As a front office lead in a busy clinic, this position helps maintain service and quality standards, supports staff development, and contributes to a positive patient experience and high-quality patient care. Other duties may be assigned as needed.

• Minimum of four (4) years of related experience in a healthcare setting, with extensive knowledge of administrative practices.

• Experience using electronic health record systems, including Epic, for scheduling, patient records, and billing.

• At least one year of supervisory experience in a large, complex healthcare environment.

• Proficiency with Microsoft Excel, PowerPoint, and Word, including creating and interpreting graphs.

• Demonstrated skills and extensive knowledge of ambulatory care practices.

• Experience in Primary Care, Sports Medicine, Psychiatry, Express Care, and OB/GYN.

• Experience developing standard work, standardizing processes, supporting quality improvement, training staff, and collaborating across teams.
• Experience using Artera or similar patient communication tools.

• Employment is subject to a criminal background check and pre-employment physical.
• Ability to adjust work hours and locations, including working overtime, weekends, and holidays as required to meet business needs.