Patient Service Representative II Supervisor

Description

GENERAL SUMMARY 

The Patient Service Representative II Supervisor oversees and manages the daily activities of the front office staff to ensure efficient operations and service delivery including training the front office staff, addressing staff issues and conducting performance reviews. This role also oversees the financial aspects of the front area such as daily charges, banking/end of day deposit procedure and authorization and referrals. Manages record keeping and ensures educational pamphlets and service brochures are current and readily available for patients. 

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Assists in new hire interviews and is responsible for on-going training for staff based on job functions.
• Supervises Front Office Staff ensuring proper scheduling and Front Desk coverage at all times.
• Maintains staff schedules and monitors/controls overtime.
• Oversees time and attendance/payroll activities for staff.
• Works with Front Office Staff to resolve any issues and concerns.
• Assists Front Desk Manager with conducting staff performance reviews.
• Provides information to the Front Desk Manager for use in evaluations, disciplinary action, and terminations.
• Oversees daily charges, banking/deposits, authorizations and referrals.
• Provides relief for various positions as needed including back-up telephone and/or front desk coverage.
• Maintains communication with the patients and clinical area to maintain appropriate patient flow.
• Verifies patients' medical records and insurance for accuracy and oversees patient files for appropriate documentation.
• Handles ordering of office supplies for the practice.
• Participates in educational activities.
• Acts as team player: collaborates, communicates clearly, and cooperates with all patients, leaders and fellow coworkers.
• Performs other position related duties as assigned.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• N/A

KNOWLEDGE | SKILLS | ABILITIES

• Knowledge of healthcare field and medical office protocols/procedures.
• Knowledge of medical terminology, healthcare coding systems, and clinics function
• Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding a plus.
• Knowledge and experience in all aspects of check-in/out, referrals and authorization, chart prep and multiple physicians scheduling.
• Knowledge of regulations related to Medicare, Medicaid, and commercial insurance.
• Excellent verbal and written communication skills. ?
• Excellent organizational skills and attention to detail.
• Customer-oriented with ability to remain calm in difficult situations.
• Skill in using computer programs and applications including Microsoft Office. Knowledge in healthcare systems operations such as EMR.
• Ability to work independently and manage deadlines.
• Strong problem-solving skills.
• Professional communication and presentation skills, including face to face, email, telephone, and video conference.
• Ability to communicate professionally with providers, clinicians, nurses, allied health staff, administrative staff, front line staff, contractors, governmental agencies, insurance payers, patients, family members of patients, suppliers, and the public, of all age levels from child to senior citizen.
• Complies with all health and safety policies of the organization.
• Complies with HIPAA regulations for patient confidentiality.

Requirements

EDUCATION REQUIREMENTS

High School Diploma or equivalent required.

College courses and/or Associate’s degree preferred.

EXPERIENCE REQUIREMENTS

Previous medical office experience with a minimum of 6 months of supervisory experience.

REQUIRED TRAVEL

N/A

PHYSICAL DEMANDS

Carrying Weight

Frequency

1-25 lbs.

Frequent from 34% to 66%

26-50 lbs.

Occasionally from 2% to 33%

Pushing/Pulling

Frequency

1-25 lbs.

Seldom, up to 2%

100 + lbs.

Seldom, up to 2%

Lifting - Height, Weight

Frequency

Floor to Chest, 1 -25 lbs.

Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs.

Seldom: up to 2%

Floor to Waist, 1-25 lbs.

Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs.

Seldom: up to 2%