What are the responsibilities and job description for the Team Lead - Patient Services Representative position at Northeast Orthopaedic Alliance?
Location: Concord, NH – 264 Pleasant Street
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Employment Type: Full-Time, Non-Exempt
Position Summary
We are seeking a Patient Services Representative Team Leader to provide day-to-day leadership and support to our patient services team. This position helps oversee front desk operations, ensuring patients receive a welcoming, professional, and efficient experience from check-in through check-out.
The Team Leader will support staff, help maintain consistent workflows and service standards, assist with training and coaching, and serve as a resource for the team when questions or issues arise. The ideal candidate is organized, dependable, patient-focused, and comfortable taking a hands-on approach in a busy healthcare environment.
Key Responsibilities
- Provide day-to-day leadership, support, and direction to Patient Services Representatives.
- Oversee check-in and check-out operations to ensure patients are served accurately and efficiently.
- Provide excellent customer service and assist with escalated patient questions or concerns.
- Train, coach, and mentor team members to promote strong performance and a positive patient experience.
- Assist with staff scheduling and ensure appropriate coverage throughout the day.
- Monitor attendance, productivity, and performance and provide feedback to staff and management as appropriate.
- Assist with onboarding and training new Patient Services Representatives.
- Ensure patient demographics, insurance information, referrals, authorizations, and other documentation are accurate and up to date.
- Ensure front desk procedures are followed consistently and in accordance with company policies and applicable privacy and healthcare requirements.
- Collaborate with clinical and administrative teams to support efficient patient flow and a positive overall patient experience.
- Identify opportunities to improve front desk workflows, efficiency, and patient satisfaction.
- Assist with coverage during busy periods, staffing shortages, and employee absences.
- Communicate operational issues, staffing concerns, and other relevant updates to management.
- Serve as a resource and point of contact for Patient Services Representatives throughout the day.
- Assist with performance reviews and other team-related processes as needed.
- Perform other duties as assigned.
Qualifications
- Previous experience in a medical office, healthcare, or patient-facing environment preferred.
- Previous leadership or supervisory experience preferred.
- Strong customer service and communication skills.
- Excellent organizational skills and attention to detail.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Professional and compassionate approach when interacting with patients.
- Ability to handle difficult or sensitive situations calmly and professionally.
- Strong teamwork and problem-solving skills.
- Experience with electronic medical records and/or healthcare scheduling systems preferred.
Schedule & Location
Monday–Friday, 8:00 AM–5:00 PM
264 Pleasant Street, Concord, NH
Full-Time | Non-Exempt
This is a fully onsite position and requires regular, in-person interaction with patients and team members.