Member Service Representative (MSR) – Team Lead

Member Service Representative (MSR) – Team Lead

Member Service Representative (MSR) – Team Lead

Location: We Care Daily Clinic – North Seattle

Reports To: Clinic Administrator

Compensation Range: $30–$35/hour

FLSA Status: Non-Exempt

Direct Reports: None

Position Overview

The MSR Team Lead at We Care Daily Clinic – North Seattle serves as a key support to clinic operations, overseeing the day-to-day workflows and front desk processes of the Member Service Representative (MSR) team. While this role does not include formal supervisory authority, it functions as a subject matter expert, point of escalation, and liaison between the MSRs and Clinic Administrator. The Team Lead ensures consistency, efficiency, and a member-centered experience aligned with We Care's mission of delivering trauma-informed, low-barrier care to the community.

Key Responsibilities

• Support and guide MSRs in daily workflows and best practices to ensure timely and smooth member flow.
• Serve as the first point of contact for resolving front desk or member service issues before escalating to leadership.
• Coordinate daily MSR coverage and ensure proper hand-offs and communication during shift changes.
• Assist with onboarding and training new MSRs on systems, protocols, and front desk standards.
• Monitor and recommend improvements for front desk procedures, check-in/check-out, and documentation practices.
• Participate as key stakeholder in electronic health record frontline user workgroups.
• Perform all regular MSR duties, including: Greeting and assisting members, visitors, and vendors with warmth and professionalism. Managing phone lines and directing communication between members and clinic staff. Verifying insurance, collecting fees, and processing payments. Managing medical records requests in compliance with HIPAA. Maintaining cleanliness and organization of the front desk and waiting areas. Participate in team meetings and support implementation of new processes or initiatives. Provide feedback to the Clinic Administrator on team workflow needs, patterns, and resource gaps.

Required Knowledge, Skills, and Abilities

Knowledge:

• Strong understanding of clinic front desk operations and member service workflows.
• Familiarity with HIPAA policies and confidentiality standards.
• Basic knowledge of insurance verification and billing processes.

Skills:

• One (1) year of supervisory, lead, or employee training experience is required.
• Excellent communication, organizational, and customer service skills.
• Ability to train others and model best practices.
• Strong computer literacy, including Microsoft Office and electronic health record systems (e.g., KIPU).

Abilities:

• Ability to remain calm, composed, and solution-focused during periods of high traffic or member distress.
• Capacity to lead by example and foster a welcoming, inclusive environment for all members.
• Commitment to diversity, equity, inclusion, and belonging in daily interactions.
• Must be able to lift up to 25 lbs. and assist with clinic supply needs as needed.
• Must pass a background check and drug screen.

Work Environment

• Clinic-based role in a dynamic, fast-paced environment serving diverse community members.
• Requires flexibility, initiative, and a deep commitment to compassionate member care.

Why Join Us?

Impactful Work: Play a key role in maintaining safe, functional, and welcoming healthcare spaces for our community!

Career Growth: Learn and develop your skills while making a tangible difference!

Total Comp at We Care: Quarterly bonus plan launching in Q4, earn 8–16% of your quarterly pay for hitting key targets. Plus, the Tribe usually offers annual COLA adjustments (not guaranteed). Big impact, big rewards!

Exciting Environment: No two days are the same – take on new challenges every day!

EEOC Statement

WeCare Daily Clinics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Tribal Preference Statement

In accordance with applicable Tribal and federal law, WeCare Daily Clinics applies Tribal Preference in hiring. Qualified Tribal members are strongly encouraged to apply and will be given preference in the hiring process.