Patient Services Supervisor

About the Role

The Patient Services Supervisor, under the supervision of the Director of Patient Services, is responsible for excellent customer service, patient registration and documentation, appointment scheduling, and patient flow. This role includes opening and closing the receptionist station daily, including Saturdays as required, and serving as the TTY point person for scheduling appointments and sperm pick-up. The supervisor also completes daily cash and audit procedures.

Responsibilities

• Provides excellent customer service:
  • Greet each client with a smile and a welcoming, professional manner.
  • Answer each phone call in a cheerful and professional manner.
  • Give patients clear directions to the relevant waiting area and instructions to wait there to be called.
  • Provide clients with accurate information regarding FCHC services and providers.
  • Ask for input from team colleagues if unsure of the correct response to inquiries.
  • Refer unusual or difficult situations to supervisor and managed care inquiries to appropriate staff.
  • Actively build good working relationships with colleagues and providers.
• Be an active, productive, and responsible member of the Patient Services team:
  • Maintain patient confidentiality and speak in quiet tones at the desk.
  • Be discrete when obtaining sensitive information from clients.
  • Responsible for opening/closing the office when the Patient Services Manager is absent.
  • Document, investigate, and resolve patient complaints/concerns.
• Accurately perform the registration process for new and existing patients:
  • Register new patient demographic data in the computer system.
  • Obtain patient insurance data, complete and sign documentation, and copy insurance cards.
  • Insert patient data sheets in charts and verify existing demographic and insurance information at check-in.
  • Collect co-payments and agreed fees, record payments, and issue receipts.
  • Run POS slips, check POS information, and take appropriate actions as outlined in billing guidelines.
  • Inform uninsured or underinsured patients about meetings with the Financial Assistance Advisor.
  • Responsible for sperm pick-up, collect payments, and record transactions accurately.
  • Ask patients to fill out Core Data Forms.
  • Make up Mental Health charts for new clients as directed by Medical Social Workers and MH Triage.
  • Make up Acupuncture Detox charts for new walk-in patients or as directed by an Acupuncture Detox counselor.
• Schedule appointments according to established procedures:
  • Schedule appointments according to patient needs and provider availability.
  • Ask each patient the name of their primary care provider and schedule within that provider’s team.
  • Refer to the team nurse for instruction if no availability exists.
  • Provide patients with appropriate arrival time information (15 minutes early for existing, 30 minutes early for new patients).
  • Ask patients to bring all insurance cards and co-pays to the visit.
  • Inform patients if their primary doctor is not an FCHC provider about possible referrals or authorizations and financial obligations.
  • Give patients an appointment card if the appointment is made in person.
• Make reminder calls to patients:
  • Call patients one day prior to their appointment to remind them of the date, time, and provider.
  • Ask patients to bring all insurance cards, co-pays, and referral numbers to the visit.
  • Thank patients for choosing FCHC and express anticipation for their visit.
• Adhere to Patient Registration policies and procedures:
  • Follow credit and collection policies and procedures as they pertain to patient services functions.
  • Implement any new or changed procedures and policies.
  • Follow confidentiality guidelines when making daily reminder calls.
  • Provide accurate appointment times and provider names.
  • Support staff by answering questions and training on proper procedures and daily duties.
  • Follow FCHC personnel policies and department procedures.
  • Shred all papers containing patient information (name, MR#, etc.).
• Collect, audit, and manage fee slips:
  • Collect daily fee tickets from all collection points.
  • Scan completed fee slips via Docuscan.
  • Prepare fee slips for shipment to the Finance Department.
  • Prepare money bags for shipment to the Finance Department, including counting cash and credit card receipts and preparing reports.
  • Produce reports on completed and scanned fee tickets and send to Associate Director for Quality Improvement.
  • Run duplicates of missing/unscanned fee slips at the direction of the Coordinator for Quality Improvement.
• Set up new patient folders and balance grids and cash drawers:
  • Accurately balance grids and cash drawers.
  • Verify that all transactions recorded for the day equal the amount in the cash drawer.
  • Report any discrepancies to the Coordinator for Quality Improvement.
• Run daily reports in a timely manner according to written guidelines.
• Provide training and supervision to assigned staff following FCHC policies and procedures:
  • Ensure staff receive a comprehensive program orientation and sufficient training regarding their responsibilities.
  • Provide regular written evaluations of assigned staff following agency evaluation guidelines.
  • Make employment-related decisions within the scope of defined authority and established guidelines.
• Meet agency participatory expectations:
  • Adhere to all agency and departmental policies and procedures.
  • Participate in quality assessment and improvement activities as requested.
  • Maintain patient and client confidentiality.
  • Adhere to established safety policies and identify potential or actual unsafe situations.
  • Attend all required meetings, in-services, and professional trainings.
  • Maintain professional competence and provide records of continuing education activities.
  • Serve on agency committees and in professional organizations when requested.
• Perform related duties as assigned.

Requirements

• High School Diploma or equivalent.
• Strong computer experience.
• Calm, flexible, and understanding manner.
• Ability to work harmoniously and effectively with colleagues, patients, clients, and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin, immigrant status, religious or spiritual identity, disability, veteran status, and/or limited English proficiency.
• Willingness to contribute towards Fenway’s efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging.

Preferred Qualifications

• Bachelor’s Degree.
• Successful customer service background.
• Bilingual Spanish/English.
• Experience working with an ethnically, culturally, and racially diverse work staff.
• Knowledge of business procedures and healthcare.
• Experience with Medical Manager and/or Logician.

Physical Requirements

• Ability to meet the following physical requirements with or without reasonable accommodations:
• Sit at a computer station for extended periods of time.
• Ability to keyboard for extended periods of time.

Benefits

• Competitive salaries.
• Comprehensive medical and dental insurance plans for qualifying employees.
• Retirement plan with employer match.
• 11 paid holidays.
• Paid vacation.

LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.