CSR Lead-Family Practice-Glendale

This position oversees and delegates Customer Service Representative (CSR) responsibilities to support efficient patient flow and patient satisfaction. The CSR Lead ensures all CSR duties are completed accurately and efficiently in accordance with Mountain Park Health Center policies and guidelines.

Essential Functions:

• Serves as an extension of the Operations Manager and/or Operations Supervisor by supporting daily CSR workflow, addressing issues and barriers in real time, and escalating concerns as appropriate.
• Provides day-to-day guidance, support, and direction to CSRs to promote efficient patient flow, accurate registration, and a positive patient experience.
• Keeps staff informed of new or updated standards, systems, procedures, forms, and workflows through meetings and verbal and written communication.
• Assists with onboarding, training, and ongoing competency support for CSR staff to ensure consistent, patient-centered, and mission-focused service delivery.
• Supports accountability by monitoring completion of assigned CSR duties, providing timely feedback, and communicating performance or workflow concerns to leadership.
• Assists with coordinating daily staff assignments, schedules, coverage needs, and contingency planning for staff absences; communicates staffing concerns to leadership.
• Oversees and supports registration workflow, scheduling workflow, patient messaging, appointment check-in and check-out processes, and timely completion of front office responsibilities.
• Performs routine audits of CSR work, including registration accuracy, scheduling, cash reconciliation, and other front office processes to identify trends, opportunities for improvement, and training needs.
• Initiates and monitors cash reconciliation procedures, including refunds, discrepancies, and trends; escalates concerns according to established procedures.
• Identifies workflow issues, suggests alternative methods or process improvements, and partners with leadership to support consistent implementation.
• Ensures staff have access to supplies, tools, and resources needed to perform daily duties and supports the organization and cleanliness of the work environment.
• Maintains regular and predictable attendance.
• Performs other duties as required.

Position Qualifications:

Minimum Qualifications:

• High school diploma or general education degree (GED) equivalent.
• One (1) year of healthcare leadership experience.

Preferred Qualifications:

• At least one (1) year of previous leadership experience
• At least one (1) year of previous medical front office experience
• Bilingual in both English and Spanish