Lead Patient Services Representative

Job Title Acts as the internal and external point of contact and coordinates the day-to-day operations of the front desk and medical records. Serves as the lead in clerical/administrative components of patient encounters as a member of the care delivery team. Acts as a mentor to all patient service representatives and ensures that the delivery of high-quality, cost-efficient, culturally sensitive services comply with all federal, state, and local agency policies and procedures. Provides communication, education, and support to colleagues and off-site support during EMR go-lives. Job Duties Serves as a mentor and lead for all clerical and administrative functions to support patient care delivery. Provides education, communication, and support to colleagues within the practice group. Monitors and supports patient services representatives to ensure standard work is followed. Verifies insurance and potential necessity for pre-authorization and determines appropriate insured, policy, group, and billing addresses of primary, secondary, and tertiary insurances. Performs professional, efficient, and accurate scheduling of patient appointments. Strives to support the network Service Promise and Access goals for patient appointments. Develops and maintains a solid understanding of the revenue cycle and how patient registration affects the billing process. Cross-trains for other departments and/or works in other departments to cover for staffing gaps. Minimum Qualifications High School Diploma/GED 1 year Experience in a customer service role, interacting directly with customers in person with responsibility and accountability for superior customer experience. 2 years Experience in a physician practice Ability to work effectively in a dynamic customer service environment with interruptions and changing priorities. Ability to establish and develop positive and collaborative relationships with staff, clinicians, and leadership within the practice. Ability to maintain accuracy and compliance with detailed-oriented responsibilities. Ability to coach or mentor colleagues. Knowledge of medical terminology. Must have achieved all available PSR badges and completed all applicable EMR trainings. Physical Demands Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use,patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR. Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

Created: 2026-03-05