Lead Patient Services Representative - Waynesville Clinic | Full-Time, Day Shift

Phelps Health

21h•Onsite

About The Position

Phelps Health is a 2000-employee-strong hospital and healthcare system serving the heart of small-town Missouri. No matter where you start with us, we’re committed to taking our team to the top. If you’re ready for the challenge of providing life-saving care or supporting those who do, read on to find your fit in the Phelps Health family. General Summary The Lead Patient Services Representative plays a pivotal role in the efficient operation of the Patient Access Department, serving as a leader and mentor to the team. This individual is responsible for overseeing daily patient access operations, ensuring a customer-focused environment, and contributing to the overall quality of care delivery. They act as the first point of contact for staff questions, guide new hires, and work to continuously improve departmental workflows and processes.

Requirements

High school diploma or GED required.
Minimum two years of medical office or patient registration experience in the facility required.
Demonstrated knowledge and confidence in all medical office secretary responsibilities required.
Ability to concentrate, pay close attention to detail and perform duties under time restrictions.
Normal mental concentration on variable operations for short periods of time and moderate concentration with repetitive operations for long periods of time.
Work involves extensive use of computer with frequent interruptions.
Ability to stand, walk, sit and reach.
Must be able to assist and transport patients in wheel chairs.
Ability to lift 10lbs required.
Ability to work shifts is required.

Nice To Haves

Certificate or diploma from a school specializing in Medical Front Office and/or Medical Terminology preferred.

Responsibilities

Serve as the primary escalation point for staff questions and concerns regarding workflows and processes.
Responsible for the training of new hires and ongoing training of registration staff. Reporting success and deficiencies to Patient Services Leadership.
Provide coaching and re-education to staff when performance trends or competency gaps are identified.
Oversee and coordinate patient registration, scheduling, insurance verification, and financial clearance processes.
Ensure the accurate collection and documentation of patient demographic, insurance, and financial information.
Verify patient insurance coverage, explain benefits and financial responsibilities, and ensure necessary authorizations and referrals are obtained.
Collect co-pays, deductibles, and co-insurance payments in accordance with hospital policy.
Assist in managing escalated patient issues and provide service recovery as needed.
Recommends, communicates, trains and positively promotes changes in policies and procedures within the organization.
Manages and maintains work queues to ensure efficient claims processing, patient satisfaction, and organizational financial health.
Provide guidance, training, and ongoing support to the Patient Services team.