Lead Patient Service Representative
About The Position
The Patient Services Representative Lead oversees the front office staff to ensure that service levels are met. In this role, the PSR Lead performs administrative tasks to include: answering phones, data entry, assists in patient scheduling, ensuring they are seen timely, enters charges, verifies patients’ insurance coverage, receive payments and issues receipts. Ensures that all Patient Service Representatives are thinking globally and doing what is necessary to take care of the patient (i.e. schedule them timely, schedule them at the first available appointment time regardless of center location, and providing accurate exam prep information).
Requirements
- Three plus years’ experience in customer service – healthcare environment preferred
- Previous supervisory or lead experience - preferred
- Detail oriented, self-motivated, a problem solver and a team player
- Ability to navigate multiple computer screens and browsers quickly and accurately
- Ability to excel in a very fast-pace team environment
- Ability to continuously “exceed” company and customer expectation
- Strong communication skills & professional demeanor
- Minimum of High School diploma or equivalent (GED) – continuing education preferred
Nice To Haves
- Three plus years’ experience in customer service – healthcare environment preferred
- Previous supervisory or lead experience - preferred
- continuing education preferred
Responsibilities
- Supports Center/Area Manager with communicating workflow barriers, customer complaints, shortages in staffing, motivate and manage center goals that include budgeted volumes, HIE compliance, etc.
- Oversees front office workflow by constantly engaging with peers and filling in when appropriate.
- Serves as a resource for questions or issues for both patients and/or employees.
- Manages eRIS Center workflow including scheduling center and billing complete queues.
- Ensures all staff are completing all screening questions to provide spectacular service and assists the authorization team in obtaining necessary documentation for insurance authorizations.
- Works closely with Regional Trainer to ensure proper training is conducted for new/existing employees.
- Plays an active role in the continued training and development of all Center employees.
- Responds, completes and forwards medical records to appropriate department when requested. Scans and emails all billing paperwork (request for insurance updates, refunds, etc).
- Maintains cash box and manages deposits per handling policies.
- Reviews and enters patient surveys.
- Elevates patient concerns to Center/Area Manager when applicable.
- Monitors center schedule and employee schedule.
- Orders supplies for office, waiting room, etc.
- Other duties as assigned.
Benefits
- Health Benefits: Medical/Dental/Vision/Life Insurance
- Company Matched 401k Plan
- Paid Time Off + Paid Holidays
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
