Service Team Lead

What You’ll Do

As the Service Team Lead, you’ll oversee daily front office operations, ensuring exceptional patient service, accurate insurance processes, and smooth coordination across the care team. Your responsibilities will include, but are not limited to:

Greet, check in, and check out patients

Verify insurance, collect copays, and maintain accurate patient records

Support patients in resolving basic billing questions, including those related to external providers.

Train and manage Welcome Coordinators to ensure consistent and high‑quality patient service

Serve as the center’s subject-matter expert on insurance topics, supporting both staff education and patient understanding

Maintain multiple schedules

Verify and update patient information in the electronic health record

Assist patients with forms and paperwork

Schedule patients and conduct outreach to them

Prepare and process medical records

Manage calls, route messages appropriately, and facilitate timely communication within the care team through phone and EHR systems.

Other duties as assigned

About You

You would be a great fit for this position if you have previous clerical experience in a medical office setting with:

Basic level understanding of healthcare and commitment to a great patient experience

A problem-solving orientation and a flexible and positive attitude

Proven ability to learn new topics and apply “learning on the job”

Experience with and a supportive attitude toward our patient population, many of whom are older adults

Proficient PC skills

Sales background preferred, but not required

2-4 years minimum experience in a customer service and customer-facing role

Fluency in language that is commonly spoken in the community, where necessary

US work authorization

Additional skills and requirements for the role:

Excellent interpersonal skills, with an ability to understand needs and target relevant solutions

Proven reliability, organization, and dependability

From a cultural perspective, you:

Create a culture of excellence, by bringing your best and encouraging the same from those around you

Put service to patients first and encourage the same of those around you

Take ownership and accountability for your work and for delivering results for patients

Assume the best in others and bring solutions to challenges with a focus on moving forward together

Show an active commitment to the team by collaborating and communicating proactively

Demonstrate a dedication to continuous improvement, in clinical and cultural settings