Patient Services Team Lead

Sonora Quest Laboratories is seeking a Patient Services Team Lead to oversee a technology-enabled patient support team. In this role, you will manage daily operations for scheduling, intake, and inquiries, ensuring timely, accurate, and compassionate service. You’ll coach and develop staff, monitor KPIs, and drive workflow improvements using our software tools. Partnering with IT and operations, you’ll enhance systems, maintain compliance with privacy standards, and resolve escalations. Join a collaborative, growth-focused culture with access to innovative projects across healthcare technology and patient experience. Lead and coach patient services representatives to meet performance and quality metrics Oversee daily patient intake, scheduling, and inquiry resolution workflows Monitor service levels and implement process improvements using technology tools Collaborate with IT and operations to optimize patient service systems and software Ensure compliance with privacy, security, and healthcare service standards Handle escalated patient or client issues and ensure timely resolution Track and report key performance indicators for leadership Support training, onboarding, and continuous development of team members Team leadership Contact center operations Customer service management Workflow optimization Service level monitoring and KPIs Healthcare privacy and security (e.g., HIPAA awareness) Use of CRM or ticketing systems Scheduling and patient intake systems Conflict and escalation resolution Staff training and coaching Certified Medical Administrative Assistant (CMAA) – preferred HIPAA training or certification – preferred Leadership or supervisory training – preferred