Lead Patient Service Representative
About The Position
As a Lead Patient Service Representative, you will be the first point of contact that our patients will have with us. You will be responsible for providing excellent customer service, managing patient scheduling, verifying patient insurance, and collecting payments. You will also be responsible for training and supervising a team of patient service representatives under general supervision of our Health Center Manager. We are looking for someone who is passionate about providing outstanding service to our patients and who has strong leadership and organizational skills.
Requirements
- Three or more years of experience in medical field, preferably in customer service
- One year of previous supervisory experience
- Excellent customer service skills, interpersonal skills and attention to detail, required
- Basic understanding of Microsoft Office, including Word and Excel, required
- Previous experience handling cash payments preferred but not required
- Previous knowledge of insurance carriers and verifications preferred but not required
- Bilingual in English /Spanish, required
Responsibilities
- Assess patient eligibility for Medicaid, AllKids, KidCare and any other insurance programs and complete application(s).
- Assists HCM in determining work schedule for front desk staff to ensure adequate staffing. Reviews schedule on a daily basis and makes adjustments as needed. Has the ability to make reassignments as needed and directed by HCM.
- Serves as a resource in investigating and resolving problems/issues involving patients and/or front desk staff and takes active role in resolving formal written complaints.
- Proactive with suggestions of improved operations with Front Desk Policies and Procedures. Takes these suggestions to HCM and upper management for implementation.
- Provide financial case management for all patients when appropriate.
- Random spot audits on registered patients to ensure workflow adherence
- Performs cash deposit audits on all direct reports on a predetermined cycle
- Conducts 1:1 with direct reports on a cadence determined by Lead PSR as needed (weekly, bi-weekly, monthly, etc.)
- Ability to provide team with "hands-on" support as needed. Should be able to do the PSR role.
- Ability to provide feedback and complete performance improvement plans in collaboration with Human Resources.
- Training of new Patient Service Representatives
Benefits
- BCBS Medical PPO Plans
- Ameritas Dental
- Eye Med Vision
- Tuition Reimbursement up to $5,000 per year
- 10 Paid Holidays and 16 Days of Paid Time Off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
