Patient Service Representative Lead

GENERAL SUMMARY 

The Patient Service Representative Lead is responsible for clerical tasks such as answering the phones, greeting patients and visitors, scheduling appointments in a professional and timely manner. They are responsible for moving the patients through the intake and checkout process including patient registration, check-in and check-out, collecting co-payments, deductibles, and any other patient owed account balance, filing and medical records.  

The Patient Services Representative Lead must ensure that all procedures, from pulling correct patient files to charting insurance information, are closely followed so that the medical team can concentrate on the well-being of the patients. 

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Performs the role of front desk associate when staffing needs require.
• Maintains cleanliness and professional appearance of the front office area of the clinic.
• Reviews all front office activities to ensure registration accuracy and successful collections, coordinates with management for process improvements.
• Works directly with Front Office Supervisor on daily operations.
• Maintains full provider schedules.
• Assists with periodic staff meetings with front office team members.
• Monitors the flow of patient check in and check out. Keeps patients informed of delays.
• Ensures that end-of-day clinical activities are satisfactorily completed to include but not limited to: day’s voicemails are handled and work queues have been touched and handled.
• Provides weekly reports to Management on Provider schedules.
• Answers patient questions and responds or resolves patient concerns or frustrations. Researches, deescalates and forwards to the appropriate staff member any patient complaints.
• Acts as point person in the absence of the Office Supervisor. Assists with the supervision of work and performance of front office.
• Handles ordering of office supplies for staff.
• Collects patient past due balances.
• Generates batch transmittal reports for each day.
• Ensures proper hand-off of responsibilities once their task is completed.
• Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
• 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 in healthcare systems operations such as EMR. Skill in using computer programs and applications including Microsoft Office.
• Knowledge of medical terminology, healthcare coding systems, and clinics functions.
• Knowledge of Medicare, Medicaid, managed care, and other third-party payer’s guidelines.
• Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding a plus.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Customer-oriented with ability to remain calm in difficult situations.
• Delivers exceptional patient service throughout all interactions.
• Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.).
• Ability to comprehend established office routines and policies.
• Ability to identify problems and recommend solutions within the scope of his or her authority.
• Ability to build relationships with patients and display empathy and compassion to patients.
• Ability to work independently and manage deadlines.
• Complies with HIPAA regulations for patient confidentiality.
• Complies with all health and safety policies of the organization.

EDUCATION REQUIREMENTS

High School Diploma or equivalent required.

Some college work desired.

EXPERIENCE REQUIREMENTS

Experience that provides the necessary knowledge, skills, and abilities to perform the functions of the job.

Minimum of 1-3 years’ customer service experience required; experience in a in a physician office setting preferably within the urology specialty (preferred).

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%