Lead, Patient Services Representative

SAC Health • San Bernardino, CA

1d • Onsite

About The Position

The Lead, Patient Service Representative oversees the activities of the Patient Services Representatives to ensure prompt patient services; Provides general direction for Patient Registration staff in Outpatient Registration. Responsible for patient check in, patient records availability, insurance verification, and financial qualifications for discount programs. Assuring the team follows policies and procedures on a daily and resolve patient issues that may arise. Assists with the day to day operation of the Front Business Office. Responsible to plan, organize and execute trainings for new and established employees. Keeps up to date with policies and procedures. Demonstrates to work well with others Performs other duties as assigned.
Schedule: 5 days per week, 8 hours per day Mon-Fri 8:00 am - 5:00 pm | Location: SBC Clinic, San Berardino, CA

Requirements

• Education: High school diploma or equivalent required.
• Licensure/Certification: As a requirement of this position, you must receive EPIC certification for the module you have been hired into.
• Experience: Six (6) months experience as a Patient Service Representative (PSR) required with proven leadership skills. Working knowledge of insurance verification/eligibility insurance programs (e.g., Medi-Cal, Medicare, and sliding fee programs) required. Excellent customer service, general office, healthcare-related training experience required.
• Essential Technical/Motor Skills: Must be proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook). Must be able to use widely supported internet browsers. Must have the ability to use various electronic health records and other databases. Telephone skills and computer competency required. Thorough knowledge of computer systems in Health Care Information Systems and Electronic Health Records.
• Interpersonal Skills: Excellent interpersonal and organizational skills. Ability to receive and express detailed information through oral and written communications. Demonstrated leadership abilities; ability to create and maintain a cohesive team environment.
• Essential Mental Abilities: Ability to problem solve, think critically, and provide assistance in managing escalated issues as needed.
• Work Eligibility: Must be legally authorized to work in the United States on a full-time basis. Must not now or in the future require sponsorship for employment visas.

Nice To Haves

• One (1) year PSR experience preferred.
• Lead or supervisory experience preferred.
• Medical terminology preferred.
• Experience with EPIC preferred.
• Bilingual-English/Spanish preferred.

Responsibilities

• Ability to collaborate, teach, support, and function in a teaching organization that builds, coaches, and embraces interns and residency programs. Must demonstrate a passion for the team and have the ability to consistently work with rotating doctors, residents, and interns, while continuously building a trusting, safe, patient-centered workplace.
• Completes Quality Assurance audit for Patient Service Representatives. Answers emails in a timely and respectful manner. Understands email etiquette. Assists in providing some supervision and direction for Patient Registration staff in Outpatient Registration; patient flow, patient check-in, patient records availability, insurance verification, financial qualifications for discount programs, and assists in resolving patient issues that may arise. Checks for authorization and/or referral.
• Assist the manager with reviewing and implementing departmental protocol changes, trains new employees. Assist the Manager with opportunities for enhancing staff training and performance.
• Maintains and promotes an attitude of professionalism and empathy as reflected by courteous actions, maintenance of confidentiality, and appropriate presentation of self and consistently demonstrates excellent oral and written communication skills.
• Demonstrates a commitment to service excellence including, but not limited to, professionalism, customer focus, compassion, strong listening skills, and a warm demeanor. Consistently exhibits empathy, optimism, resourcefulness, and cultural competency in interactions with others.
• Supports and implements the organization's vision, mission, and values. Maintains a high level of customer service with patients and their family members, staff, and providers.
• Cultivates and encourages a culture centered on compassionate services, customer service, and strong accountability.
• Establishes priorities and strategies for completing daily tasks, ensuring all responsibilities are promptly fulfilled in a timely manner.
• Performs all job functions in a professional, courteous, and timely manner. This includes all electronic communication platforms.
• Performs timely and accurate patient registration and patient flow tracking in accordance with our health center procedures. Registers patients by verifying that the patient's record is up to date and accurate. Makes appropriate changes in the computer system and on the electronic health record.
• Collects payments and co-pays from patients; obtains authorizations for credit card transactions. Applies payments and adjustments to patients accounts in the computer system accurately and reconciles daily reports. Adheres to payment collection policies and procedures.
• Ensures that patient completes required froms, obtains necessary signatures, and accurately enters patient information for registration.
• Provides information for all inquiries both in person and by telephone regarding clinic fees and payment programs for uninsured patients. Determines the appropriate program or payer source for each patient checking in based on complex criteria including medical services needed, family size, and income. Interviews patients for sliding fee scales. Provides applications and screens patients as needed. Determines the amount of discount and utilizes federal poverty guidelines.
• Demonstrates the ability to identify the patient's account via date of birth or name search; creates accounts for new patient appointments; and verifies and updates demographic information. Knows and follows eligibility requirements and verification processes for coverage programs. Enters confidential personal health information into EMR accurately. Complies with federal and local laws in ensuring patient privacy. Schedules, confirms, and cancels appointments; coordinates walk-in patients; follows up with clinic leadership to enhance the use of appointments. Utilizes the appointment template to meet or exceed productivity standards.
• Schedules appointment requests, reschedules cancellations for assigned and non-assigned departments.
• Collects payments, counts all cash and credit card payments collected at the end of each business day. Understands how to balance and add all collected totals before closing the cash drawer. Understands how to print closing reports, correctly fill out the cash envelope, and turn it in to the supervisor by the end of each business day.
• Handles sensitive or confidential information with discretion and sound judgment, knowing when to make decisions independently and when to seek input from others. Understands HIPAA expectations, computer privacy, and personal health information documents and follows SACH policies.
• Understands what an FQHC is and the expectations we have as a clinic to obtain Uniform Data System (UDS) information as well as federal poverty level (FPL).
• Must be willing and able to work at all locations as needed to meet patient care needs. Have flexible work hours according to clinic needs.
• Complies with organizational policies and procedures.
• Conducts outreach activities to assist in increasing access services needed for our patient population.
• Assist in leading staff in Patient Registration; patient flow, patient check in, patient records availability, insurance verification, financial qualifications for discount programs, and assist in resolving patient issues that may arise. Check for authorization and/or referral.
• Ensures patient completes required forms, obtains necessary signatures, and accurately enters patient information for registration.
• Schedule appointment requests, reschedule cancellations for assigned and nonassigned departments.
• Assists in overseeing the activities of the Patient Services Representatives to ensure prompt and courteous patient services in our Behavioral Health Departments.
• Is extremely open to learning new things and teaming with others in a collaborative environment. Proven track record of conducting him/herself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment.
• Other duties as assigned by department leadership.

Benefits

• Full Benefits Package!
• Industry Leading PTO Accrual (accrued per pay period)
• Sick Leave
• Paid Holidays
• Paid Jury Duty, Bereavement
• SAC Health Covers approximately 85% of Team Member health premium costs (may vary w/benefit plan selection)
• Retirement - up to 8% employer contribution
• Continuing Education and Learning Benefits
• Annual Mission Trip and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED