Patient Services Representative (PSR) Lead - Oncology Clinic

Responsibilities

• Act as a resource to patient services staff, including training/orienting, providing day-to-day work direction, scheduling, and performance input.
• Assign, monitor, and review work progress and accuracy; direct efforts and provide guidance on complex issues.
• Assist with human resource responsibilities: interviewing and selecting new employees, staff development, performance feedback, resolving employee concerns, and improving morale.
• Interpret department policies and procedures; advise and update staff on procedural changes.
• Greet patients and visitors; respond to routine information requests.
• Answer telephones, screen calls, and take messages.
• Register patients: obtain demographic and insurance information, verify coverage, collect co-pays/deductibles/balances, post payments, and update information.
• Schedule patient appointments; coordinate cancellations, reschedules, and additions; provide detailed test preparation and directional information.
• Update insurance, financial responsibility, and other data; communicate changes to patients as appropriate.
• Ensure insurance and patient information is complete and accurate; apply knowledge of government and third-party payor requirements.
• Identify, report, and resolve registration problems with appropriate individuals/departments.
• Monitor patient flow to ensure efficient and courteous care; assist patients with transportation, directions, wheelchairs, etc.
• Perform visit closure: check out patients, schedule follow-up appointments, and provide visit summaries.
• File, retrieve, and/or deliver patient information/records; complete required forms/documentation.

Requirements

• High School Graduate.
• Typically requires 3 years of experience in customer service and/or leadership.
• Oncology/Hematology experience preferred.

Skills

• Demonstrated leadership skills: delegation, team building, managing multiple priorities, problem solving, and decision making.
• Excellent communication (written and verbal), customer service, and interpersonal skills; ability to effectively communicate with patients, staff, and physicians.
• Intermediate computer skills: Microsoft Office or similar applications, and email.
• Understanding of basic medical terms and abbreviations used in patient scheduling and registration.
• Keyboarding/data entry with emphasis on speed and accuracy.
• Excellent organizational skills.
• Ability to read, understand, and follow verbal/written instructions; sort and file information alphabetically and numerically.
• Ability to work in a fast-paced environment with strong attention to detail and accuracy.

Physical Requirements and Working Conditions

• Exposed to normal medical office environment; may be exposed to potentially ill patients.
• Must be able to sit for extended periods of time.
• Operate all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected. It is not a comprehensive listing; the incumbent may perform other related duties.