Patient Services Supervisor

Description

Under the supervision of the Director of Patient Services, Patient Services Supervisor is responsible for the provision of excellent customer service, patient registration & documentation, appointment scheduling, and patient flow, opening and closing the receptionist station daily, including Saturdays as required, TTY point person for scheduling appointments and sperm pick up as needed. Also responsible for the completion of daily cash and audit procedures.

Representative Duties

Provides excellent customer service

• Greet each client with a smile and a welcoming, professional manner
• Answer each phone call in a cheerful and professional manner
• Give patients clear directions to the relevant waiting area and clear instructions to wait there to be called
• Provide clients with correct and accurate information regarding FCHC services and providers
• Ask for input from team colleagues if unsure of the correct response to inquiries
• Refer unusual or difficult situations to supervisor
• Refer managed care inquiries to appropriate staff member
• Actively build good working relationships with colleagues and providers Be an active, productive and responsible member of the Patient Services team
• At all times maintain patient confidentiality, speak in quiet tones at the desk with colleagues and clients and behave appropriately for a highly visible position
• Be discrete when obtaining sensitive information from clients
• Be responsible for opening/closing office when the Patient Services Manager is absent
• Be responsible for documenting patient complaints/concerns, investigating and resolving complaints/concerns

Accurately performs registration process for new and existing patients

• Accurately register new patient demographic data in computer system
• Obtain patient insurance data - completed and signed documentation (IIF) and copy of insurance card and accurately enter into the system
• Insert patient data sheets in chart
• Ask each patient at check in to verify existing demographic information and insurance information Accurately record and enter any changes received
• Collect co-payments and agreed fees at check-in Accurately record the payment and issue a receipt to the patient
• Run POS slips, check POS information and take appropriate actions as outlined in the billing guidelines
• Be encouraging and sensitive in informing all uninsured or underinsured patients that a meeting with the Financial Assistance Advisor is available to them
• Be responsible for sperm pick up - collect payments and record transactions accurately
• Ask each patient to fill out Core Data Forms
• Make up Mental Health charts for new clients, as directed by Medical Social Workers and MH Triage
• Make up Acupuncture Detox charts for new walk-in patients or as directed by an Acupuncture Detox counselor

Schedules appointments according to established procedures

• Schedules appointments according to the patient’s needs and provider availability
• Ask each patient the name of his or her primary care provider and schedule the appointment within that provider’s team. If there is no availability, refer to the team nurse for instruction on how to facilitate the patient
• Give patient appropriate information on arrival time (15 min early for existing, 30 minutes early for new patients)
• Ask patients to bring all insurance cards and co-pays to visit
• If patient’s primary doctor is someone other than an FCHC provider, inform him/her of the possible need for a referral or authorization and possible resulting financial obligation
• Give patient appointment card if appointment made in person

Make reminder calls to patients

• Call patients one day prior to their scheduled appointment to remind them of the date, time and provider they will be seeing
• Ask patients to bring all insurance cards and co-pays and referrals numbers to the visit
• Thank patients for choosing FCHC and let them know that we look forward to seeing them

Adheres to Patent Registration policies and procedures

• Become familiar with and follow credit and collection policies and procedures as they pertain to patient services functions
• Become familiar with and implement any new or changed procedures and policies
• Follow confidentiality guidelines when making daily reminder calls for future appointments
• Be accurate in giving the time of appointment and the provider name
• Provide support to staff, including answering questions, training staff on proper procedures, daily duties, etc.
• Follow FCHC personnel policies and department procedu