Patient Service Representative Lead

M-F, 8a-5p

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.

• →Function as the lead associate for clerical and SRC operations, serving as the primary resource for front office and call center workflows
• →Anticipate staffing needs, including PTO coverage, and proactively adjust schedules to maintain service levels
• →Train and onboard new staff, including scheduling systems (e.g., IDX) and departmental protocols
• →Provide real-time guidance and support to team members, answering questions on workflows, policies, and procedures
• →Ensure compliance with cash handling and “banking out” procedures; coordinate petty cash/change fund as needed
• →Identify process improvement opportunities and recommend operational enhancements to leadership
• →Ensure patient complaints and service issues are escalated to management within appropriate timeframes
• →Model Advocate Health service standards, professionalism, and a patient-first mindset

• Schedule appointments (phone and in-person, including walk-ins) for designated providers following departmental workflows
• Verify and document:
  • Appointment type (new vs. established)
  • Insurance eligibility, primary provider, and site
  • Patient financial responsibility (co-pays, deductibles, outstanding balances)
  • Patient demographics and contact information
• Enter all verification data accurately into scheduling and registration systems
• Register patients in accordance with revenue cycle policies, ensuring complete and accurate documentation
• Collect and record payments (co-pays, self-pay, outstanding balances) following cash control guidelines
• Establish payment plans and communicate financial policies to patients

• Greet and interact with patients in alignment with Advocate Health Point of Service standards
• Provide required paperwork and ensure completion in compliance with HIPAA guidelines
• Explain, secure, and witness required forms (treatment consent, benefits assignment, financial responsibility, etc.)
• Notify appropriate team members of patient arrival and support smooth patient flow

• Manage appointment statuses (arrived, canceled, no-show) and maintain accurate records
• Ensure proper follow-up for missed or non-compliant appointments
• Prepare medical charts in advance and ensure availability for the clinical day
• Review and process encounter forms for completeness and coding accuracy
• Reconcile incomplete or missing documentation prior to end of clinic sessions

• High school diploma or GED required
• 3+ years of experience in healthcare, call center, or high-volume customer service environment
• Prior experience with scheduling, patient registration, and insurance verification strongly preferred
• Previous experience training or leading team members preferred

• Strong leadership presence with the ability to guide, coach, and support team members
• Excellent telephone and interpersonal communication skills
• Ability to multitask and prioritize in a fast-paced, high-volume environment
• Strong attention to detail, especially with patient and financial information
• Proficiency with scheduling systems, EMRs, and Microsoft Office
• Ability to problem solve, de-escalate situations, and maintain professionalism under pressure

• 24/7/365 operations – shifts may include days, evenings, nights, weekends, and holidays
• Designated severe weather–essential role
• Fast-paced, high-volume environment requiring flexibility and resilience

You 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.

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:

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.