Lead Patient Service Representative

OUTER CAPE HEALTH SERVICES INC•Harwich, MA

12d•$23 - $28•Onsite

About The Position

The Lead Patient Service Representative (PSR), in conjunction with the Clinic Practice Manager and the Director of Operations, oversees the smooth daily operations of the front desk and PSR staff. The Lead ensures that each patient encounter is accurate, professional, and patient-friendly. The Lead also ensures that staff maintain smooth operations of telephone encounters, receiving, registering, and directing patients and visitors, scheduling appointments, and performing related clerical and data entry work

Requirements

High School degree, or the equivalent
3 or more years’ experience in an administrative support role.
Must have the ability to deal with the public in stressful situations and work positively with a wide variety of staff.
Must be able to complete tasks accurately and focus on many responsibilities in a busy primary care clinical environment.

Responsibilities

Always maintains patient confidentiality and ensures that staff do the same.
Ensures that all staff follow HIPAA guidelines.
Serves as a role model to staff for patient/customer service and organization of daily work routine.
Oversees patient reception, registration, and appointment scheduling.
Collaborates with PSR staff in the Health Center and assists in developing their customer service skills.
Participates in staff training.
Develops and distributes daily and weekly work assignments and schedules to PSRs.
Ensures that the PSRs assist patients in accurately completing the Patient Registration forms, obtaining appropriate insurance cards, and informing patients when a referral is needed.
Refers patients who may not have insurance to the clinics' Healthcare Access Specialists and may educate patients about their financial responsibilities.
Responsible for various insurance and financial functions such as: Verifies that correct insurance standards are applied to each encounter. Runs insurance eligibility verifications. Ensures that all encounters are complete and accurate for billing. Ensures all co-payments and/or past due balances are received at the time of visit. Prepares deposit daily and reports on specified cadence.
Continuously monitors physician schedules for utilization and makes sure that staff are aware of available appointments.
Regularly monitors work area and environment.
Works with Lead PSR at other OCHS site(s) to operationalize processes to the maximum possible level.
Covers for other Lead PSRs for vacation, illness, etc.