Lead Patient Services Representative

About Us

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.

As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 96k people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.

We have been doing this since 1969 and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you.

ROLE OVERVIEW and PURPOSE

The Lead Patient Services Representative will maintain an efficient workflow in the clinic by assigning specific tasks to other Patient Services Representatives (PSR).  This role will increase patient experience by incorporating resolved complaints into ongoing training for the team.  Additionally, this role will assist with coaching, training, and development of the team.

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


• Acts 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


• Assists management with monitoring team performance and facilitate additional team training, as needed


• Provides 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


• Support the reception desk by screening and redirecting incoming calls to appropriate staff, taking and relaying messages, and providing general or procedural information


• 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


• Share 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

Customer Relations

• Responds promptly and with caring actions to patients and employees


• Maintains courteous and professional working relationships with all levels of staff, clients, and the public


• Works with management to intervene in real-time to address patient concerns and complaints to sustain healthy customer relations

EDUCATION/EXPERIENCE

• 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), (English/Arabic), or (English/Mandarin) may be required by site

ADDITIONAL QUALIFICATIONS (Knowledge, Skills and Abilities)

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills


• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form


• Knowledgeable about and experience with medical and/or dental terminology


• Ability to perform administrative duties


• Ability to successfully manage multiple tasks simultaneously


• 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

COMPLIANCE (Safety & HIPPA)

•  Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately


•  Maintains current knowledge of policies and procedures as they relate to safe work practices


•  Follows all safety procedures and report unsafe conditions


•  Uses appropriate body mechanics to ensure an injury free environment


•  Familiarity with location of nearest fire extinguisher and emergency exits


•  Follows all infection control procedures including blood-borne pathogen protocols


•  Maintains privacy of all patients, employee and volunteer information and access such information only on a need-to-know basis for business purposes


•  Complies with all regulations regarding corporate integrity and security obligations


•  Reports all behavior and/or activity that are unethical, fraudulent, or unlawful

Pay Range:  $24.95 to $34.93/hr., depending on experience and additional qualifications.

Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.