Lead Patient Service Representative, Internal Medicine - Salem

Overview

About Us

North Shore Physicians Group (NSPG), the largest multi-specialty physicians group north of Boston, is a leader in innovative practices. We are explorers at heart! Here, ideas come from everyone—to the benefit of everyone we serve.

We continually seek the best ways to streamline care for both patients and providers. Our medical team of more than 400 physicians, nurse practitioners, physician assistants, and other care professionals is consistently working together to discover new ways to improve and enhance our practices to benefit the health of our patients and the careers of our providers.

With NSPG as your employer, you’ll experience clinical excellence, supportive practice environments, and opportunities for career advancement! Through our team-based approach, the goal is to make our practice of medicine smarter and more efficient.

Internal Medicine, Salem

Our practice is located at the convenient location of 400 Highland Ave in Salem, MA. As an Internal Medicine office, we provide outstanding primary care and preventative health care to adult patients.

We are constantly aiming to improve access for patients and to meet the evolving health care needs of the communities we serve. Primary care is all about relationship-building! We pride ourselves on our empathetic and compassionate approach to focused patient care. The whole team really gets to know our patients to ensure that they are receiving exceptional, personalized care in a comfortable, friendly atmosphere.

Are you ready to bring your talent to this team and join us in moving health care forward?

The Opportunity

We are seeking a full time, 40- hour Lead Patient Service Representative to support our Internal Medicine practice onsite Monday through Friday from 8:30AM to 5:00PM.

The Lead Patient Service Representative is responsible for providing leadership and overseeing the front-desk operations and to ensure efficient workflow. The Lead PSR will supervise 8 Patient Service Representatives and manage tasks including telephone management, patient registration, scheduling, insurance verification, co-pay collection, messaging, referrals, and work queue management.

In this role, you will:

• Demonstrate leadership by making independent decisions, resolving problems promptly, and diffusing risk situations to mitigate escalations.
• Manage and oversee work queues, ensuring staff meet workflow standards and scheduling expectations.
• Train and mentor new and existing staff, supporting career development and providing regular feedback on performance.
• Oversee provider templates to optimize patient access, manage scheduling adjustments, and coordinate template updates for meetings, training, and time off.
• Lead monthly front-desk meetings, prepare agendas, document meeting minutes, and communicate follow-up actions.
• Address and resolve patient billing inquiries.
• Order and maintain administrative office supplies.
• Regularly provide feedback to staff and collaborate with leadership on performance evaluations.
• Serve as a backup to the Practice Manager when needed.