Lead Patient Service Representative

Our Culture: Why work with us?

Joining Outer Cape Health Services isn't just about taking on a new role; it's about embracing a mission that goes beyond the day-to-day. Here, you become part of a dedicated team committed to safeguarding and nurturing invaluable community health resources. Our ethos is built on creating a vibrant and inclusive workplace where every team member is valued and recognized for their unique contributions.

About the role

The Lead Patient Service Representative (PSR), in conjunction with the Clinic Practice Manager and the Director of Operations, oversees the smooth daily operations of the front desk and PSR staff. The Lead ensures that each patient encounter is accurate, professional, and patient-friendly. The Lead also ensures that staff maintain smooth operations of telephone encounters, receiving, registering, and directing patients and visitors, scheduling appointments, and performing related clerical and data entry work.

Summary of duties

• Always maintains patient confidentiality and ensures that staff do the same.
• Serves as a role model to staff for patient/customer service and organization of daily work routine.
• Ensures that all staff follow HIPAA guidelines.
• Serves as the primary point of contact for patients and visitors, ensuring smooth reception, registration, and appointment scheduling.
• Collaborates with PSR staff in the Health Center and assists in developing their customer service skills.
• Develops and distributes daily and weekly work assignments and schedules to PSRs.
• Absorbs and completes patient registration forms, obtains appropriate insurance cards, and informs patients when a referral is needed.
• Refers patients who may not have insurance to the clinics' Healthcare Access Specialists and may educate patients about their financial responsibilities.
• Responsible for various insurance and financial functions such as verifying that correct insurance standards are applied to each encounter, running insurance eligibility verifications, ensuring that all encounters are complete and accurate for billing, and ensuring all co-payments and/or past due balances are received at the time of visit.
• Prepares deposit daily and reports on specified cadence.
• Continuously monitors physician schedules for utilization and makes sure that staff are aware of available appointments.
• Regularly monitors work area and environment.
• Works with Lead PSR at other OCHS site(s) to operationalize processes to the maximum possible level.
• Covers for other Lead PSRs for vacation, illness, etc.

Qualifications

• A High School degree, or the equivalent.
• 3 or more years’ experience in an administrative support role.
• The ability to deal with the public in stressful situations and work positively with a wide variety of staff.
• The ability to complete tasks accurately and focus on many responsibilities in a busy primary care clinical environment.

Skills

• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Proficiency in Microsoft Office Suite.
• Knowledge of healthcare regulations and policies.

Benefits

No benefits are mentioned in the job posting.

Pay

The salary range for this position is $23 to $27/hour. This range is provided to promote equity and transparency in our hiring process. Actual compensation may vary based on factors such as experience, qualifications, internal equity and other job-related criteria.

Schedule

No schedule details are provided in the job posting.