Job Description

PRN Physical Therapy is seeking a Patient Support Services Lead to oversee a multifaceted support team responsible for medical records management, phone operations, correspondence, and unapplied payments. The position focuses on managing operational processes that directly support patient experience and account accuracy, ensuring efficient communication, documentation, and resolution of account-related issues. This role requires strong organizational skills, a detail-oriented mindset, and the ability to lead and support a team in a fast-paced healthcare environment.

Essential Job Functions:

· Team Oversight: Supervise and provide guidance to a team handling medical records, incoming calls, correspondence, and unapplied funds.

· Medical Records Management: Ensure accurate and timely handling of patient medical records in compliance with HIPAA and internal standards.

· Phone Operations: Lead and monitor phone staff in providing prompt, professional responses to patient and payer inquiries.

· Unapplied Payments: Oversee the research, allocation, and resolution of unapplied patient and insurance payments.

· Correspondence Processing: Manage the processing and tracking of incoming and outgoing correspondence related to billing, patient accounts, and insurance matters.

· Workflow Optimization: Identify areas for improvement and implement more efficient processes in each functional area.

· Staff Development: Provide training, performance feedback, and support to ensure team excellence.

· Reporting and Metrics: Track and report departmental metrics to leadership to support transparency and performance improvement.

Qualifications:

· Minimum 2 years of experience in a healthcare administrative or billing support role.

· Prior experience in a leadership, team lead, or supervisory position preferred.

· Familiarity with medical records protocols, call center operations, and payment posting systems.

· Ability to prioritize tasks across multiple workflows and communicate effectively across departments.

· Strong problem-solving skills with attention to detail.

· Proficiency with EHR and billing systems; experience with unapplied payment resolution is a plus.

Physical Requirements:

· Sitting: Prolonged periods at a desk with a computer.

· Manual Dexterity: Frequent use of keyboard, phone, and office equipment.

· Vision: Must be able to read and analyze data accurately.

· Communication: Clear verbal and written communication required.

· Mobility: Occasional walking within the office setting.

Join Our Team:

This role is ideal for someone who enjoys operational coordination, thrives in a collaborative environment, and has the ability to lead with clarity and compassion. If you're experienced in healthcare administration and ready to step into a dynamic lead position that supports multiple departments, we welcome your application.