Lead Patient Service Representative

Salud Para La Gente•Interlaken, CA

41d•$22 - $28

About The Position

The Lead Patient Services Coordinator (L-PSC) advances healthcare quality by providing patient service using the CARE communication model, entering data into practice management and other systems, and collecting patient payment information. The role interviews patients, gathers information needed for complete medical-record registration, and applies knowledge of funding sources and insurance plans. The L-PSC coordinates patient flow with Medical/Dental Assistants, lead assistants, and supervisory staff. Under the Front Office Manager’s direction, the L-PSC supports PSCs in adopting customer-service and patient-registration best practices and helps compile and track clinic dashboard data. The position supports the organization’s mission, vision, and values through excellence, competence, collaboration, innovation, respect, community commitment, accountability, and ownership.

Requirements

High school diploma or equivalent.
Fluent in Spanish and English, with cultural competence.
At least one year of experience in a medical-office receptionist and/or records role.
Experience with computer medical data entry.
Excellent alphabetical and numerical skills for filing and payment processing.
Knowledge of standard office, registration, and records procedures, including insurance contract eligibility guidelines, medical terminology, computerized recordkeeping, and standard office equipment.
Ability to communicate sensitively, effectively, and respectfully with people from different cultures and lifestyles.
Ability to maintain effective working relationships with agency staff and outside organizational representatives.
Ability to use basic math and spelling accurately, operate a computerized medical system, and navigate written medical records to enter and retrieve patient information and collect data.

Responsibilities

Follow or exceed communication guidelines when interacting with patients, peers, and supervisors; greet patients warmly and communicate with empathy and effective listening.
Collaborate with patients using the organization’s communication guidelines to support positive health outcomes.
Register and orient patients to clinic policies, services, appointments, after-hours coverage, and collection policies.
Enter, review, and update patient registration information in the practice management system, maintaining confidentiality and compliance with procedures, regulations, and contracts.
Assess patient income or payer information, verify documentation, and collect amounts due.
Research and respond promptly and professionally to questions about account balances, bills, or account correspondence while protecting confidentiality.
Answer calls professionally, take and route messages, screen appointment requests for medical or dental urgency with the appropriate assistant or designee, confirm appointments, and schedule according to protocols.
Support PSCs in adopting patient-registration workflow improvements, eligibility verification, documentation practices, and customer-service standards; observe and evaluate customer-service interactions under the Front Office Manager’s direction.
Prepare and collect daily clinic dashboard tracking sheets.
Verify daily cash collections and prepare them for Finance.
Monitor provider schedule capacity and communicate its status daily to provider teams and the call center.
Perform administrative tasks supporting clinic operations, including filing and pulling charts, entering charges, faxing, scanning or sending records, contacting patients for recall, and opening mail.
Work with Medical/Dental teams and Finance staff to research and compile information and prepare reports as required.
Participate proactively in industry best practices and quality-improvement initiatives.
Build positive relationships with staff, providers, and support departments to maximize patient access to care.
Follow the organization’s mission, vision, values, standards of conduct, and HIPAA principles.
Perform other duties as assigned.