Patient Services Representative Lead

Description

Responsible for the assistance with the day-to-day activities of the Patient Service Department to facilitate efficient operations and provide a high quality customer service experience to all guests. Provides direct assistance to the Operations Director.

Duties and responsibilities include, but are not limited to:

• Greeting guests in a compassionate, congenial and professional manner.
• Contacting the appropriate person(s) as to the guests arrival, per protocol, either via phone, pager or through the computer format.
• Providing assistance to patients as they check-in and check-out for provider appointments.
• Providing paperwork to patients and processing it appropriately prior to the patient’s appointment.
• Assisting patient in completing the required forms, including consent(s) and billing documents, as needed.
• Gathering all documents required for appropriate billing.
• Assisting patients by calling for transportation if needed.
• Collecting co-pays from patients.
• Batching the days billing and returning the co-pays to the main office at the end of each day.
• Preparing all necessary documents for the next clinic day.
• Provide direct assistance and/or back up the Patient Access Manager by:
• being available by pager, after hours and on weekends, when the Patient Access Manager is unavailable.
• handling escalated guest issues and contacting the appropriate party as needed.
• leading and coaching Patient Service Representatives, including:
• ensuring that patient check in/out is being handled efficiently and appropriately.
• analyzing and evaluating staff’s knowledge and performance levels.
• developing and monitoring staff, providing feedback to ensure patient satisfaction.
• motivating staff to meet performance goals.
• acting as a “problem-solver”, as needed.
• Ensuring adherence to company policies.
• Maintaining current documentation in the Patient Services manuals.
• Assist in ordering and maintaining appropriate supply levels for department.

• Running reports as requested.
• Completing other comparable duties and assignments as directed by the Patient Access Manager.

Requirements

Experience:

• Customer service experience required.
• Previous experience in a physician/medical office a plus.
• Medical background preferred.

Qualifications:

• High school graduate or equivalent
• Must be available to work a flexible schedule to meet the demands of a changing scheduling environment and accommodate the needs of the practice.
• Personal means of transportation is required on a daily basis.
• Possess good working knowledge of Microsoft Office and Windows-based computer applications. Able to interact with computers to enter data or process information.

Skills:

• Able to multi-task and work in a fast-paced environment.
• Must demonstrate compassion, patience and understanding to others.
• Communicate effectively verbally and in writing.
• Communicate professionally with physicians, patients and staff.
• Able to develop constructive and cooperative working relationships with others and maintain them over time.
• Ability to explain an extensive variety of instructions, collect data, establish facts and draw valid conclusions.

Supervisory Relationship:

Direct report to the Operations Director

Physical/Mental Demands: Work may require hand dexterity for office machine operation, using a calculator and/or computer keyboard. Physical demands may also include stooping, bending or reaching to files and supplies, mobility to complete errands or deliveries, sitting for extended periods of time and viewing a computer monitor. Travel from site to site is required.

Environmental/Working Conditions: Work is performed in a clinic office environment and involves frequent contact with physicians, staff, patients, and the public. Work may be stressful at times. Contact may involve dealing with angry or upset people.

This description is intended to provide only basic guidelines for meeting job requirements. Duties and responsibilities, experience, qualifications, skills, supervisory relationship, physical/mental demands, and environmental/working conditions may change as needs evolve.

Base salary offers for this position may vary based on factors such as location, skills and relevant experience. We offer the following benefits to those who are benefit eligible (30+ hours a week):  medical, dental, vision, life and AD&D insurance, long and short term disabili