Patient Service Representative Lead

Department:39913 CareNet Inc - Counseling Admin: Piedmont PlazaStatus: Full timeBenefits Eligible:YesHours Per Week:40Schedule Details/Additional Information:M-F, 8a-5pPay Range:$21.85 - $32.80Service Response Center (SRC) Lead RepresentativeLead with Purpose. Coordinate Care. Elevate the Patient Experience.Join a fast‑paced, mission‑driven team at the center of hospital operations. As an SRC Lead Representative, you’ll serve as both a hands-on contributor and operational leader, ensuring seamless coordination between patients, clinical teams, and essential hospital services across multiple campuses.This role blends high-volume call center operations, patient scheduling and registration, and front-line team leadership—ideal for someone who thrives in dynamic environments, leads by example, and drives operational excellence.What You’ll DoLead Responsibilities: Front Office & SRC Operations (Primary Focus)Function as the lead associate for clerical and SRC operations, serving as the primary resource for front office and call center workflowsAnticipate staffing needs, including PTO coverage, and proactively adjust schedules to maintain service levelsTrain and onboard new staff, including scheduling systems (e.g., IDX) and departmental protocolsProvide real-time guidance and support to team members, answering questions on workflows, policies, and proceduresEnsure compliance with cash handling and “banking out” procedures; coordinate petty cash/change fund as neededIdentify process improvement opportunities and recommend operational enhancements to leadershipEnsure patient complaints and service issues are escalated to management within appropriate timeframesModel Advocate Health service standards, professionalism, and a patient-first mindsetScheduling, Registration & Revenue Cycle OperationsSchedule appointments (phone and in-person, including walk-ins) for designated providers following departmental workflowsVerify and document:Appointment type (new vs. established)Insurance eligibility, primary provider, and sitePatient financial responsibility (co-pays, deductibles, outstanding balances)Patient demographics and contact informationEnter all verification data accurately into scheduling and registration systemsRegister patients in accordance with revenue cycle policies, ensuring complete and accurate documentationCollect and record payments (co-pays, self-pay, outstanding balances) following cash control guidelinesEstablish payment plans and communicate financial policies to patientsFront Office & Patient ExperienceGreet and interact with patients in alignment with Advocate Health Point of Service standardsProvide required paperwork and ensure completion in compliance with HIPAA guidelinesExplain, secure, and witness required forms (treatment consent, benefits assignment, financial responsibility, etc.)Notify appropriate team members of patient arrival and support smooth patient flowAppointment Lifecycle & Documentation ManagementManage appointment statuses (arrived, canceled, no-show) and maintain accurate recordsEnsure proper follow-up for missed or non-compliant appointmentsPrepare medical charts in advance and ensure availability for the clinical dayReview and process encounter forms for completeness and coding accuracyReconcile incomplete or missing documentation prior to end of clinic sessionsWhat You’ll BringEducation & ExperienceHigh school diploma or GED required3+ years of experience in healthcare, call center, or high-volume customer service environmentPrior experience with scheduling, patient registration, and insurance verification strongly preferredPrevious experience training or leading team members preferredSkills & QualificationsStrong leadership presence with the ability to guide, coach, and support team membersExcellent telephone and interpersonal communication skillsAbility to multitask and prioritize in a fast-paced, high-volume environmentStrong attention to detail, especially with patient and financial informationProficiency with scheduling systems, EMRs, and Microsoft OfficeAbility to problem solve, de-escalate situations, and maintain professionalism under pressureSchedule & Work Environment24/7/365 operations – shifts may include days, evenings, nights, weekends, and holidaysDesignated severe weather–essential roleFast-paced, high-volume environment requiring flexibility and resilienceWhy This Role MattersYou are not only the voice connecting patients to care, but also the leader ensuring consistency, accuracy, and service excellence across the team. Your leadership directly impacts patient experience, staff efficiency, and the success of hospital operations.Our Commitment to You:Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:CompensationBase compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or trainingPremium pay such as shift, on call, and more based on a teammate's jobIncentive pay for select positionsOpportunity for annual increases based on performanceBenefits and morePaid Time Off programsHealth and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term DisabilityFlexible Spending Accounts for eligible health care and dependent care expensesFamily benefits such as adoption assistance and paid parental leaveDefined contribution retirement plans with employer match and other financial wellness programsEducational Assistance ProgramNote: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, c