Lead Patient Svcs Rep - Austell, GA

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)

Monday -Thursday (08:00 AM - 05:30 PM)

Friday (08:00 AM - 12:00 PM)

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 Manager. This person possesses knowledge of their responsible area and must be able to execute on day-to-day workflows in agreement of the Clinic Manager. 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:

The Patient Services Representative (PSR) Lead works in collaboration with the clinic manager to ensure successful patient experiences and clinic operation outcomes are successful. This position is responsible for successfully supporting all patient services representatives to be successful in managing clinic scheduling, patient check-ins, payment collection, and the overall team morale of the front office. In addition of this position maintaining the operational efficiency of front desk operations, they are also responsible for supporting the clinic manager in performance management and performance improvement of all patient service representatives in the clinic.

They support leadership in RCA when opportunities present themselves through continued overseeing of schedule or patient registration error trends. The PSR Lead oversees the weekly huddle for supporting the clinic