Lead Patient Svcs Rep

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

Day (United States of America)

Job Summary:

Functions in a working supervisory position overseeing front office Patient Service Reps focusing on customer service and day to day operations of the front office area. This includes understanding and supporting training and development of all Patient Service Reps, providing customer service support and service recovery when needed, overview through audits of quality and compliance of all functions completed by Patient Service Reps, and support the clinic supervisor through collaboration for planning and goal setting. The Lead will be cross trained in all functions to ensure the smooth operation of the Department. Local travel may be required. Serves as a liaison between patients and physicians both by telephone and in person, as well as provides supervision of all PSR staff in the duties of facilitating patient visits and appointment scheduling for clinicians within the department. Handle appointment scheduling, answering incoming phone calls, cashiering, and patient check-in and check-out in a courteous and efficient manner and must ensure a pleasant experience for patients and visitors. The Lead Patient Representative oversees the PSR functions of and participates in interviewing patients and/or their representatives to obtain complete and accurate demographic, financial and insurance information, required for billing and collecting patient accounts. Conducts intensive screening of all Medicare, Medicaid and managed care patients for pre-certification requirements and provider service eligibility, prior to registration. Obtains all necessary customer consents/attestations. Maintains a working knowledge of insurance benefits and coverage verification. Coordinates the collection of estimated patient liabilities, including co-payments. Responds to customer requests and answers questions regarding various service and account information. Analyzes and rectifies customer concerns using established procedures. Uses computer to access and/or update customer records. Must be advanced in multiple clerical functions, including registration of new patients, completing new patient paperwork, taking minutes in staff meetings, and performing front office huddles, maintaining and entering data into spreadsheets, maintaining inventory of clerical/office supplies, ordering supplies in Lawson and working in the EPIC computer system. Verifies and posts transactions. Follows established procedures for processing receipts, cash, etc. Sorts and files various documents. Assists with general hospital information and directions to departments within and outside the WellStar facility. Refers patients to financial counselor to establish financial arrangements to reduce financial risk for WellStar, helping to ensure that WellStar is reimbursed for its services. In conjunction with assigned position, the Lead PSR is assigned to act as an extended resource to the Clinical Supervisor. This person possesses knowledge of their responsible area and must be able to execute on day-to-day workflows in agreement of the Clinic Supervisor. It is expected that the majority of the PSR Lead's daily work will be related to PSR duties and efficiency of the front desk on a day-to-day basis.

Core Responsibilities and Essential Functions:

Demonstrates and reinforces presentation of a professional demeanor during interactions with all customers, co-workers and management * Functions as a successful core-trainer and super user of EHR, with the ability to communicate with EHR technical support to make recommendations on improvements or streamline processes with regard to EHR. Communicates with all levels of clinical staff and providers regarding use of EHR, department specific skills, orders, medications, referrals, documentation, and short-cuts. Illustrates ease of use of EHR for all users. Receives requests for appointments from physicians offices and makes the necessary pre-admission arrangements, referring to lists of dates allotted for scheduling, and advising physicians office staff and patients of available dates. * Oversees that all PSRs greet all guests with a positive and professional attitude, as well as the Lead PSR. * Arranges to have patients escorted to procedure areas and/or assigned rooms. * Maintains confidentiality of patient information in accordance with WellStar policy and HIPAA regulations. * Presents a well-groomed and