Lead Patient Service Representative (Limited Term, 4-6 Months)

Description

Salud Para La Gente (SALUD) provides high quality, comprehensive and cost-effective healthcare to underserved low-income communities in the Monterey Bay area, including Santa Cruz County and North Monterey County. We began in Watsonville 1978 as a storefront “free clinic,” and with the ever growing need for health services, in 1992 became a federally qualified community health center (FQHC). Today we are a primary health care network with 141 clinic sites, over 400 employees and continue to provide high quality services to patients of all ages.

SALUD offers a competitive salary and a collaborative culture that values excellence, achievement, innovation and compassion.   

We are seeking a dynamic, organized and detail-oriented Lead Patient Service Representative to provide service to patients using the CARE delivery model of communication, data entry into the practice management and other data systems, and the collection of 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 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.

Responsibilities include, but are not limited to, the following:

1. Consistently adheres to and/or exceeds Salud’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 Salud’s communication guidelines to positively affect patients’ 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