Lead Patient Service Representative

Job Summary:
Oversees and manages the Patient Service Representatives to maintain high levels of customer service and to ensure accurate patient registration. The Lead Patient Service Representative will increase the patient experience and effective communication by providing excellent patient-centered customer service.
Team members are expected to uphold the health center mission by assuring that patients receive health care that is competent, caring, and meets with a high degree of satisfaction. In addition, staff must support FPCN’s commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff.
1. Supervise Primary Care Patient Service Representatives (PSRs)2. Ensure PSRs are following FPCNs patient scheduling and registration policya. Ensure that PSR’s are performing and documenting all required registration tasks (demographics, insurance eligibility, SSF assessment, consents, copay collection, and open balance review.b. Optimize scheduling and patient flow within primary care3. Manage schedule for special populations and programs (ex: MAT, group homes, newborn, complex)4. Ensure end of day reconciliation of the patient schedules/appointmentsa. Ensure all appointments are reconciledb. Ensure all patient collections are correctly documented in the EHR5. Assist in resolving registration, tablet questions/issues/workflow6. Oversee document management at the site (scanning/faxing)7. Handles performance issues and participates in feedback with staff members, including performance evaluations, discipline and commendations.8. Provide administrative support including managing inventory of supplies, acquisition of equipment/supplies, oversee incoming and outgoing mail and other service issues that impact on the delivery of service in primary care (flyers, confirmation calls.9. Report call center issues to Practice Manager10. Liaison with transportation to ensure excellent communication, high quality patient care and patient/staff satisfaction11. Manage PSR bucket to ensure all phone notes are addressed daily12. Oversee task manager to ensure registration errors are corrected and tasks are completed13. Coordinate on-site specialists referrals and schedules accurately14. Perform PSR functions (approx. 60%)15. Data reportinga. Provide regular data reporting to PSRs and PMb. Work with PSRs to develop corrective action plans to improve performance
Required Education:

High School Diploma/GED

Required Experience:

3 years administrative experience in outpatient settings required
Previous experience with an Electronic Practice Management system
Experience with Medicaid, Medicare, MCOs payors; eligibility verification; and payor portals
Experience with financial counseling with patients regarding copays, deductibles, and sliding fees

Required Qualifications:

Good intermediate mathematics skills
Familiarity with medical terminology
Computer Competency with proficiency in word processing
High level of patience, courtesy, and concentration
Outstanding interpersonal skills
Attention to detail
Outstanding verbal and written communication skills as well as listening skills
Ability to work well in a team
Exemplary problem solving and conflict resolution skills
Unconditional ability to maintain patient confidentiality
Exemplary organizational skills and ability to prioritize
Exhibit behaviors that align with RHD/FPCN’s organizational values, mission, and beliefs and avoid displaying behaviors that are in opposition to those values
Support FPCN’s commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff.
Demonstrate cultural competence/proficiency in interactions with others by treating co-workers, colleagues and those receiving service with respect and fairness at all times
Ability to build and maintain positive and professional relationships based on respect, trust, and safety.
Ability to create a space for staff and those we serve to feel physically and emotionally safe
Ability to support individuals on their paths to recovery and healing and resist re-traumatization of staff and patients

Program Summary:
Family Practice and Counseling Network, a program of Resources for Human Development, is a network of community health centers providing comprehensive primary care, dental and behavioral health services. The Network consists of four health centers in Philadelphia – Abbottsford-Falls Family Practice & Counseling in the Northwest, the Stephen and Sandra Sheller 11th Street Family Health Services of Drexel University in the North, the Health Annex in the Southwest, and Annex West Health Center in West Philly housed in Action Wellness building (formerly Action AIDS), as well as the SBHC Collaborative, a partnership between Education Plus Health (EPH) and FPCN at CB School in Roxborough. Today the Network serves more than 20,000 patients annually and is an NCQA certified Patient-Centered Medical Home, and recognized by HRSA as a National Quality Leader for Behavioral Health.
The Network’s mission is to provide person-centered, integrated and comprehensive health services to individuals and families across their lifespan. The Network promotes resiliency and well-being among patients, staff and surrounding communities. Network services are targeted to the surrounding communities and the advisory committee that guides services primarily consists of people from the communities served.
RHD employees and programs in the City of Philadelphia are required to follow the COVID vaccine mandate. The City of Philadelphia has issued an Emergency Regulation Governing the Control and Prevention of COVID-19 Mandating Vaccines for Healthcare Workers and In Higher Education, Healthcare, and Related Settings (“Vaccine Mandate Regulation”), which mandates vaccine for healthcare workers and in higher education, healthcare, and related settings. This mandate became Effective on August 16, 2021 and requires Healthcare Workers and certain workers at Healthcare Institutions to be fully vaccinated by October 22, 2021. Fully vaccinated means it has been two weeks since the final dose of vaccine. Thus, we now require vaccination prior to start for all new hires.
Resources for Human Development is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, gender identity, sexual orientation, national origin, genetic information, veteran, or disability status.
Job Type: Full-time
Pay: $17.50 – $23.00 per hour

Dental insurance
Employee assistance program
Employee discount
Flexible spending account
Health insurance
Life insurance
Paid time off
Retirement plan
Tuition reimbursement
Vision insurance


8 hour shift
Monday to Friday

COVID-19 considerations:As a healthcare center, we are currently following all CDC guidelines. We provide staff with PPE, including gloves, masks, and face shields, and work stations are partitioned with plexiglass. We require all staff to wear masks & get vaccinated.

High school or equivalent (Required)


administrative skills in outpatient settings: 3 years (Required)
Medicaid, Medicare, MCO payors; payor portals: 1 year (Preferred)
eligibility verification: 1 year (Preferred)
supervisory/lead: 1 year (Preferred)
financial counseling: copays, deductibles, sliding scale: 1 year (Required)

Work Location: One locationHealth insurance






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