Lead Patient Service Representative

Description

The Lead Patient Services Coordinator (L-PSC) is responsible for advancing the quality of healthcare by providing service to patients using the CARE delivery model of communication, data entry into the practice management and other data systems, and collecting patient payment information. The L-PSC interviews patients, collects pertinent information required to maintain a complete registration in the medical record, is knowledgeable about the various funding sources and insurance plans. The L-PSC Works closely with Medical/Dental Assistants, the Lead Medical and/or Dental Assistant and supervisory staff in coordinating patient flow. In addition the L-PSC assists PSCs in the successful adoption and implementation of customer service and patient registration best practices as identified by the Front Office Manager; and helps compile and track clinic dashboard data.

This position supports the organization's mission, vision, and values through excellence and competence, collaboration, innovation, respect, commitment to our community, and accountability and ownership. 

DUTIES & RESPONSIBILITIES:

1. Consistently adheres to and/or exceeds SPLG’s communication guidelines and expectations with patients, peers, and supervisors. 

2. Greets every patient with a verbal greeting, eye contact and a smile. 

3. Communicates effectively by using welcoming words, proper tone of voice, appropriate body language, eye contact and smiling in patient interactions. Listens skillfully and displays a willingness and ability to acknowledge patient needs, expectations and values through the use of reflective listening and empathy conveyance. Responds to patient needs in ways that are helpful and beyond expectation.

4. Collaboratively works with patients through SPLG’s communication guidelines to positively affect their health outcomes.

5. Registers and orients all patients to clinic policies regarding services offered, appointment system, after hour’s coverage, collection policy, etc. 

6. Enters, reviews, and makes necessary changes to all patient registration information in the practice management system in accordance with established procedures. Ensures that all matters related to patient account information are handled confidentially, effectively, efficiently and in accordance with regulations and contracts. 

7. Assesses patient income or payer information, ensuring accuracy and completeness of documentation, collects amounts due in accordance with established procedures. 

8. Researches and answers any questions regarding account balances, bills, or correspondence on a patient's account in a timely and professional manner and with regard to patient confidentiality.

9. Using proper phone etiquette answers incoming calls courteously and professionally, taking messages and directing them appropriately and screening calls requesting appointments for medical/dental urgency with the assistance of the Lead Medical/Lead Dental Assistant or designee. Contacts patients to confirm appointments and schedules appointment according to protocols.

10. Under the direction of the Front Office Manager, serves as resource to PSCs in monitoring the successful adoption of patient registration changes/improvements around workflow, eligibility verification, documentation, etc.

11. Under the direction of the Front Office Manager, serves as resource to PSCs in monitoring the successful adoption of customer service standards (e.g. CARE), including observing and evaluating staff in their customer service interactions.

12. Prepares and collects daily clinic dashboard tracking sheets.

13. Verifies daily cash collections and prepares to send to Finance.

14. Monitors the capacity of provider schedules and communicates the status daily to provider teams and call center. 

15. Performs administrative tasks as needed to support the clinic operation including filing charts, pulling charts, entering charges, faxing, scanning or sending patient records, contacting patients to recall to clinic, opening mail, etc.

16. In cooperation with the Medical/Dental Team and Finance Staff, researches and compiles information from various sources, preparing reports as required.

17. Proactive in participating in industry best practices and corporate quality improvement initiatives

18. Builds positive relationships with other staff, providers, and supportive departments to maximize accessibility of care to all patients.

19. Adheres to the SPLG Mission, Vision, and Values, Standards of Conduct and HIPPA principles. 

20. Other duties as assigned.

Requirements

EMPLOYMENT STANDARDS:

Knowledge of: standard office / registration / records procedures and protocols including insurance contract eligibility guidelines, medical terminolo