Lead Patient Services Representative

Responsibilities

• Provides functional direction to assigned PSRs, including scheduling assignments, coordinating workflows, and assigning priorities
• Maintains courteous relations with patients and staff, responds to appointments/front desk complaints and problems
• Serves as liaison between billing office and site
• Supports and responds to questions from the team; provides one-on-one coaching, as needed
• Trains and orients new hires to standard protocols, policies, and procedures in the clinic
• Affords department improvement recommendations to management, including policies, procedures, equipment, and functional guidelines
• Engages with patients to schedule appointments and obtain relevant information to determine priority appointment scheduling needs
• Notifies patients of appointments, including appointment date/time; updates/confirms appointment changes for cancellations, and notifies patients of available alternate appointment dates/times
• Ensures current providers/patients schedules are accurate; makes changes in accordance with authorized procedures and ensures distribution of next day schedules to designated areas
• Provides reception and registration for patient in designated areas, including appointment verifications, completed registration forms, contact and insurance verifications, and collection of co-pays/fees for current visit and any outstanding balances
• Performs check-out processes for patients leaving treatment areas by reviewing their encounter forms for disposition instructions; provides patient with treatment plan and cost, as needed
• Manages cash control procedures of balancing total cash payments with encounters received to ensure accuracy, including verifying cash drawers are balanced
• Provides daily payment reports to accounting and cash receipts copies to billing department
• Collects and generates department work activity statistics at designated intervals following established procedures
• Creates PSR schedule for the clinic each month
• Completes a monthly office supply inventory and orders office supplies, as needed
• Performs administrative tasks for the clinic, such as opening and sorting mail, scheduling meetings, copying forms, assisting management with facilities reports
• Impacts patient experience by demonstrating courteous and helpful behavior and a commitment to accuracy
• Shares accountability for overall patient health outcomes by working in coordination with care Teams
• Operates to instill confidence in our care and in our facilities to patients, fellow employees, and other stakeholders

Qualifications

• High school diploma/GED required
• Two years’ patient services experience within medical and/or dental office required
• Two years’ experience working with electronic medical records and multi-phone lines required
• Bilingual (English/Spanish) highly preferred

Additional Qualifications (Knowledge, Skills And Abilities)

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
• Knowledgeable about and experience with medical and/or dental terminology
• Ability to perform administrative duties
• Excellent planning and organizational ability
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and ethical manner

Physical Requirements

• Ability to lift/carry 5 lbs/weight
• Ability to stand for long periods of time

Benefits

• Partially company paid Medical, Dental, and Vision Plans
• Two plus weeks of vacation
• Nine Holidays including two Floating Holidays of your choosing
• Sick/Personal time
• Volunteer Time Off (VTO)
• 403b Retirement plan (similar to a 401k)
• optional Health and Wellness events
• and much more!

Pay Range

$24.95 to $34.93 per hour, depending on experience.