Lead, Patient Services Representative

Description

Position Summary: The Lead Patient Service Representative is responsible for supervising and coordinating the activities of the patient services department in a healthcare facility. They ensure that patients receive exceptional service, manage patient information, and facilitate effective communication between patients, medical staff, and other administrative personnel.

Essential Functions And Responsibilities

• Manage staff schedules, troubleshoot scheduling conflicts, and monitor overtime.
• Collaborate with Clinical Manager to implement and facilitate new processes to enhance operational efficiency.
• Work closely with the Clinical Manager to ensure timely billing and charge entry.
• Train new and existing staff to maintain consistency in front and back-office procedures.
• Greet and check-in patients in an efficient and professional manner.
• Maintain a well-stocked and organized desk and reception area.
• Scan patients' insurance cards and driver's licenses.
• Monitor patients in the reception area and communicate with them as needed.
• Handle patient check-out processes, including processing charges, collecting fees, and scheduling next appointments.
• Monitor past-due accounts and collect payments.
• Maintain and balance a personal cash drawer daily.
• Evaluate chart data for completeness and accuracy.
• Ensure compliance with HIPAA, State, and Federal regulations.
• Collect proper authorizations and/or referrals from patients.
• Absorb other front and back-office personnel as needed.
• Maintain regular, reliable, and punctual attendance in accordance with company policies and departmental scheduling requirements.
• Perform all other duties as assigned.

Requirements

• Minimum Qualifications: High school diploma or equivalent. Valid and active Driver’s License.
• Skills And Abilities: Well-organized with keen attention to detail and strong task prioritization. Motivated to succeed with a positive and upbeat attitude, capable of working collaboratively. Excellent customer service and communication skills, both verbal and written. Conflict resolution, problem-solving, and critical decision-making abilities. Capability to manage multiple tasks simultaneously in a fast-paced environment. Extensive knowledge of medical and vision payers. Expertise in practice management/EHR software and patient intake software.
• Physical Requirements: May need to sit for extended periods of time while using a computer and/or telephone. Good vision is necessary for reading information on computer screens, documents, and customer information. Adequate hearing is essential for understanding customer inquiries and during conversations. Repetitive Movements such as typing, clicking a mouse, and using a headset. May need to walk up and down stairs.