Lead Patient Services Rep (Eye & Dental)

UPHAMS CORNER HEALTH CENTER•Boston, MA

1d•Onsite

About The Position

Lead Patient Services Representative - Eye and Dental Performs various reception, appointment booking, secretarial and/or clerical tasks while functioning as support staff to the Eye and Dental Care Departments. In addition is responsible for monitoring daily flow within the Patient Service Representatives (PSRs) – Eye and Dental group and serves as a resource for training new staff, participating as lead in new initiatives and monitoring quality within the department.

Requirements

High School Diploma or its equivalency (GED Certificate).
Excellent communication skills and sensitivity to patients’ needs.
Ability to work effectively within a team.
Proficiency in data entry, typing and exceptional customer service skills is required.
Ability to work in a fast-paced environment, prioritize tasks in an organized manner.
Knowledge of Microsoft Office suite as well as is willingness to learn other computer programs.
Bi-Lingual in English and Cape Verdean Creole/Portuguese or Spanish strictly required.
Ability to effectively manage all PSR Level II responsibilities for a minimum of 1 year.
Demonstrated ability to effectively manage high volume patient flow situations and use appropriate judgement, requesting additional assistance when needed.
Demonstrated leadership and initiative.
Problem solving skills and judgement.
Experience and demonstrated proficiency EMR systems such as EPIC/OCHIN and/or Dentrix.

Responsibilities

Register patients, collecting and entering accurate demographic information and obtaining and assigning appropriate insurance coverage(s) based on visit type.
Accurately schedule appointments in the patient’s Electronic Medical Record (EMR).
Collect payments from patients. These may include outstanding balances, copayments or coinsurance.
Answer telephone, schedule appointments and greet patients.
Observe waiting area to ensure all patients have needs addressed and are informed of any delays.
Assist patient with the completion or various forms including Medical History, SDOH forms and surveys.
Monitor and work applicable patient lists, in-baskets and work queues.
Coordinate with other health center departments when needed to ensure patient needs are met.
Obtain and reach out to referrals when necessary.
Call patients and remind them of their appointment.
Scan and archive appropriate patient information in patient charts.
Translate for or take messages for providers as needed.
Monitor medical prior authorizations, sending documentation for approvals as required.
Follow all health center policies and procedures including patient confidentiality/HIPPA.
Perform other duties as required by the position or as assigned by supervisor. This job description is not designed to cover or contain a comprehensive listing of all the activities, duties and/or responsibilities that are required of this position. Duties and responsibilities are subject to change due to business needs at any time with or without previous notice.
Train and assist with onboarding of new hire PSRs within the Eye and Dental Departments.
Supports on-going coaching of staff within the Eye and Dental Department PSR group. This may include customer service delivery, adherence to established workflows and protocols, in-basket and work queue management.
Work with Patient Service Supervisor to identify training needs and areas for improvement within the department.
Serve as a resource for other staff and helps lead PSRs in prioritizing daily activities.
Support and foster a positive team environment that applies to all staff PRS interact with.
Coordinate with PACE management to ensure successful and productive PACE sessions at the Eye and Dental Clinic.
Compile and send patient X-Rays for patients who have been externally referred to a specialist for dental care.
Monitor patient messaging platform to ensure patients who message in are responded to in a timely fashion.
Monitor fax and scanning procedures to ensure documents are triaged and documented accordingly.
Assure optimal patient flow when patients are waiting prior to being called for their appointment by the Dental/Eye Care Assistant/Provider (monitoring the waiting area when a patient has waiting too long and communicating when needed) and checking out after their visits; ensures the PSRs monitor the waiting area and attend to the patients’ post-visit needs when leaving their appointment.
Provide input to staff performance appraisals and corrective action or performance improvement plans as needed.
Handle more complex patient requests, coverage issues and/or scheduling requests.
Assist in patient de-escalation when needed and files grievance and incident reports as warranted.
Coordinate blocking and opening of provider templates when needed and any carryout out any associated rescheduling of patients when needed.
Manage the successful implementation of the No Show Policy & Procedure.
Runs end of session cash reports for Patient Service Supervisor review and approval.
Work with patients and providers to determine patient out of pocket costs for treatment.
Serve as a resource on insurance coverage and scheduling parameters.
Participate in internal and external meetings and committees.