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QuadMed is seeking a Patient Services Lead to join our dynamic team in Newport News, VA at HII Family Health Center! This is an Onsite full time position M - F 40 hours per week. 

GENERAL PURPOSE OF JOB
The Patient Services Lead is responsible for overseeing and coordinating patient services and administrative activities under the direction of the Health Center Supervisor and/or Manager. This role involves answering inbound calls to support clinic operations, scheduling appointments, making outbound calls to inform eligible patients about QuadMed services, and managing various patient-related projects. The position requires strong communication skills, a thorough understanding of organizational policies and procedures, and the ability to ensure a positive and professional experience for both callers and clinic staff. Additionally, the Patient Services Lead fosters positive, ongoing relationships with clinic leadership to ensure alignment and collaboration across teams.

KEY RESPONSIBILITIES
•    Leads and manages the Patient Services Center team, supporting career development, goal setting, training, task and project prioritization, and performance management.
•    Acts as primary point of contact and effective communicator, liaising with clinical leads, patients, and Health Center Managers to ensure smooth day-to-day operations.
•    Leads monthly meetings with Health Center Managers to review health center updates, workflows, and staffing changes.
•    Collaborates with various departments within QuadMed to develop and implement procedures aimed at enhancing efficiency, reducing costs, and improving patient satisfaction.
•    Delivers exceptional customer service by exceeding patient and client expectations, handling escalated inquiries, and resolving complex scheduling issues with professionalism and expertise.
•    Keeps staff informed about updates to products, procedures, and customer needs, ensuring consistent communication across the team.
•    Enforce organizational policies and procedures, including HIPAA and OSHA regulations, ensuring patient confidentiality and workplace safety.
•    Implement and facilitate improvement initiatives across the Patient Services Center and health and wellness centers using Lean principles.
•    Identify and resolve daily operational challenges, offering effective solutions to enhance workflows and efficiency.
•    Provide feedback for staff performance reviews and support leadership with disciplinary actions as needed.
•    Participate in onboarding and training new personnel, particularly in the use of electronic health records.
•    Maintain accurate training records and skills assessments for all team members.
•    Manage and maintain supplies, equipment, and front office staff scheduling to ensure smooth operations.
•    Process codes and insurance claim forms accurately and efficiently.
•    Ensure exceptional customer service by coaching staff to meet and exceed patient and client expectations.
•    Address escalated patient issues and collaborate with management to implement solutions.
•    Complete incident reports as needed and assist in resolving reported issues.
•    Perform other responsibilities as assigned to support organizational goals.

JOB REQUIREMENTS
Education: 
•    High School diploma or GED; Associate degree preferred.

Experience: 
•    Minimum three (3) years healthcare industry experience.
•    Coursework in leadership or leadership experience preferred.

Certifications, Licensure, Registrations:
•    Current CPR (BLS) certification or must be obtained within 60 days of hire.

Knowledge, Skills & Abilities:  
•    Self-motivated and able to collaborate effectively with health center staff and operations.
•    Comprehension of HIPAA regulations and the importance of maintaining patient confidentiality.
•    Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
•    Proficient in resolving complex patient issues and handling escalated situations effectively.
•    Ability to handle patient inquiries and concerns with professionalism and understanding.
•    Professional demeanor- positive communication, team skills/cross function partnership. 
•    Provides recommendations to solve problems effectively, employing judgment consistent with standards, practices, policies, and procedures.
•    Expertise of Microsoft Office, including Word, Excel, Outlook, Email and Teams
•    Proven ability to work successfully with diverse populations and demonstrated commitment to promote and enhance diversity and inclusion.
•    Exceptional communication, interpersonal, and social skills.
•    Excellent attention to detail, proficient management and patient education skills, excellent problem-solving skills, and process management.
•    Proficient with Electronic Health Record (EPIC) a plus
•    Ability to lead and guide others.
•    Skilled in fostering and maintaining cross-team relationships.
•    Proficient in creating, interpreting, and accurately following standard operating procedures.
•    Great attention to detail, proficient management and patient education skills, excellent problem-solving skills, and process management
•    Proficient with Medical Claims