Patient Service Representative, Lead – Eye Institute Los Angeles Clinic - Full Time 8 Hour Days (Non-Exempt) (Union)

The Patient Access Representative Lead assists patients with the check-in/arrival. Has in depth knowledge in all processes of the reception front desk and arrival process. Works with physicians on coordinating new patients for their individual schedules, assist new patients in collecting all medical records and history. He/She will schedule new patients with physician who specializes in care type and prepares new patient chart for physician review. Responsible for providing insurance information to Financial Counselor Representative for verification. Has lead role responsibilities.

Provide front office support for ophthalmology multispecialty group practice including greeting patients, performing patient check-in/out processes, assuring patients are appropriately registered and insurance information is accurate. Uphold smooth patient flow throughout the front office experience to ensure efficiency and effectiveness. Demonstrate exemplary customer service. Act as a liaison between the front office and communications' center. In addition, provide administrative support including collecting patient payments, performing insurance verification, scheduling patient follow-up appointments and/or ancillary testing, obtaining records/authorizations, and creating encounter(s) in patient registration system(s). The Front Office Lead also serves as an exemplary resource to patients, faculty, and staff. Additional responsibilities include cross-training, productivity metrics oversight, and assistance with ongoing administrative activities. Daily interactions with staff, supervisor, and doctors, as well as periodic meetings with senior operations manager. Incumbent is expected to work with minimal supervision; periodic and regular progress checks are performed to evaluate and adjust workload accordingly.

Essential Duties:

• Greet Patients and Perform Check-In Process • Interface with electronic medical records and scheduling system(s). • Provide excellent customer service. • Verify/update demographic and insurance information. • Confirm/obtain Primary Care Provider and Referring Provider information. • Scan insurance/ID card(s) and any other pertinent insurance material(s). • Explain consent/HIPAA forms and noncovered services forms to patient and obtain patient’s signature(s) on all relevant forms. • Assure patient has completed patient questionnaire(s), as needed. • For managed care patients, assure that preauthorization is present, when needed, and that preauthorization is accurate. • Accurately collect co-payments/deductibles and patient’s fees for services via check, cash, or credit card and document, per protocol. • Arrive patients using the proper registration system(s). • Politely inform patients of possible delays relating to their appointments. • Collate chart appropriately in preparation for technician and provider to see the patient. • Perform patient encounter in computer system(s). • Perform all tasks in a safe manner in compliance with organizational safety policies and according to applicable regulations; maintain a neat workstation and environment. • Maintain confidentiality of all records and information that pertains to patients, physicians, employees, the organization and in related interests.
• Greet Patients and Perform Check-Out Process • Interface with electronic medical records and scheduling system(s). • Provide excellent customer service. • Collect payments from all self-paying patients and from insured patients receiving non-covered services or needing to pay co-payment(s)/deductible(s). Prepare patient receipts accordingly. • Perform patient insurance verification for all patients. • Schedule future appointments, procedures, ancillary testing and/or enter recalls as indicated by patient’s provider(s). • Confirm/obtain Primary Care Provider and Referring Provider information. • Provide disposable dark glasses (i.e. mydriatic specs) for patient’s that have been dilated. • Make calls for patient transportation, upon appropriate patient request. • Collate chart appropriately. • Perform all tasks in a safe manner in compliance with organizational safety policies and according to applicable regulations; maintain a neat workstation and environment. • Maintain confidentiality of all records and information that pertains to patients, physicians, employees, the organization and in related interests.
• Patient Registration and Appointment Scheduling • Obtain, document and update in appropriate system(s) all necessary patient information. This involves interaction with various insurance companies, and other payors/institutions. • Verify coverage with appropriate insurance or health care plan carrier. • Accurately coordinate the registration, referral, and scheduling activities of the Roski Eye Institute. • Ensure patients are accurately scheduled. • Input validated patient registration information into the organiza