Lead Patient Services Representative - Department of Psychiatry

University of Colorado•Aurora, CO

1d•Onsite

About The Position

Calling all Customer Service Professionals! Our busy Clinics are recruiting for Lead Patient Service Representatives! We need your expertise and skills to help our clinic run smoothly, providing our patients with top-notch quality care. The Lead Patient Services Representative is responsible for providing efficient, effective, quality customer service through a variety of duties, including, but not limited to, patient check-in, registration, scheduling, exam preparation, outbound calling, and some referral management. Complies with established company policies and procedures, HIPAA Privacy Rules, and the University of Colorado School of Medicine Confidentiality Policy. Ensures clear and timely communication, including patient appointment status, to clinical department(s). Assists in overall department work that may include overflow from other departments and/or locations.

Requirements

A High School Diploma or GED.
3+ years of patient/client-facing experience.
Ability to identify problems and recommend solutions.
Ability to effectively communicate at all levels, including physicians, leadership, and staff.
Ability to work within large, complex healthcare systems.
Ability to maintain confidentiality and communicate in person, by phone, or in writing.
Ability to attest to computer proficiency and learn new computer applications.
Ability to keyboard/type, write legibly, and accurately record information.
Ability to analyze and interpret data.
Ability to organize workflow with particular focus on tracking patient care and improving patient flow.
Current Basic Life Support (BLS) for Healthcare Providers issued by the American Heart Association or the American Red Cross healthcare provider level CPR certification, or within 90 days of hire.
Maintains all required licensure and certifications for the position.
Must be able to work in-person.
Must be able to travel to alternate locations as assigned.

Nice To Haves

Associate’s degree.
Medical office/customer service experience.
Bilingual, Spanish-speaking.
Experience with computer programs like EPIC and Kronos.
Experience with MS Office: Outlook, PowerPoint, Word.

Responsibilities

Acts as a lead and subject matter expert for other Front Desk Staff, Certified Medical Assistants, Physicians, etc., for job-related functions.
Assists with the development, implementation, and evaluation of departmental policies and procedures.
Provides mentoring, monitoring, coaching, and evaluation of team members’ performance, especially in the areas of productivity and quality management.
Assists with coordinating services, prioritizing assignments, and workflow, and promoting situational decision-making/problem-solving.
Performs responsibilities of the underlying job. Takes responsibility for, or provides guidance to team members on, the handling of complex or novel issues.
Within the scope of the job, requires critical thinking skills, decisive judgement, and the ability to work with minimal supervision. Must be able to work in a fast-paced environment and take appropriate action.
Acknowledges and welcomes patients and visitors; sets the tone for a positive experience.