Patient Services Representative Team Lead

Community Health Center of Franklin County Inc•Orange, MA

11d•$25 - $33

About The Position

The Lead Patient Services Representative works closely with Patient Services Representatives to ensure highest level customer service provided, while maintaining accurate patient records, appointment scheduling, insurance verification, and payment processing systems. This role is a crucial link between CHCFC patients and the care delivered by clinical staff at the health center. The Patient Services Lead is responsible for ensuring Patient Service Representatives provide exceptional customer service, accuracy and efficiency with assigned tasks, and a positive patient experience that is consistent with CHCFC values and mission. Patient Services Representatives perform all core activities of CHCFC’s Patient Services Department, the centralized business operations department which manages patient registration, scheduling, insurance verification, and access to patient records for all services within the health center: Medical, Dental, Behavioral Health, Office Based Addiction Treatment, Sexual and Reproductive Health, Diabetes Education, Transportation, Navigator Services, and Community Health Workers.

Requirements

High School or equivalent education required
2+ years’ Medical or dental office experience required
Knowledge of office operations and basic computer operations required
Ability to work with a diverse population and sensitivity to low-income populations required
Strong commitment to CHCFC Mission
Strong interpersonal and communication skills
Ability to work with a diverse population and sensitivity to low-income populations

Nice To Haves

Associate’s or advanced training in skills related to medical/dental office setting preferred
Public health or Federally Qualified Health Center experience preferred
Bilingual/bicultural background preferred

Responsibilities

Represents the department with competency and professionalism, with a focus on excellent customer service.
Assists in recruitment, interviewing, orientation and training of new Patient Services Representatives.
Oversees scheduling of Patient Services Representatives, including PTO and call-outs to ensure appropriate coverage.
Assigns duties to Patient Services Representative staff as appropriate and monitors performance of duties.
Coordinates with Site Leads to maintain consistency in performance expectations and business operations protocols across Patient Services and Reception departments.
Adheres to patient privacy laws such as HIPAA and 42CFR and understands the importance of confidentiality in maintaining trusting patient relationships.
Monitors and maintains proficiency with all forms of communication adopted by the Health Center; instant messaging, inter-office mail, EMR messages, and email.
Is able to cover pertinent functions in short staffing situations: Answers phone calls and retrieves messages from multiuser queues in a professional and welcoming manner.
Utilizes appropriate translation services when customers/patients call in using any language other than English.
Schedules appointments with use of schedule templates to minimize errors in appointment scheduling.
Registers customers/patients over the phone with accuracy to insure data integrity.
Actively promotes use of the patient portal with customers/patients and is able to facilitate basic troubleshooting of portal issues.
Conducts outreach to customers/patients in need of follow up care in the organization
Records and processes customers’ payments through a third party system.
Responsible for scanning of medical records into the electronic medical record (EMR) system; to include records received from previous providers and specialists, as well as CHCFC New Patient registration packets.
Screens old records for pertinent historical information needed (i.e. dates of previous pap smears, mammograms, colonoscopies, surgeries, etc.) and documents information in designated EMR fields.
Ensures accuracy of scanning electronic records into correct customers charts and designated areas of electronic storage.
Processes fax requests, including sending correspondence on behalf of CHCFC clinical teams, referrals, and responding to medical record requests.
Distributes incoming faxes.
Maintains postage machine and manages incoming/outgoing mail.
Maintains the after-hours calls portal, to include: retrieval of both non-urgent phone messages and nurse triage notes.
Responsible for dissemination of messages to appropriate staff for follow-up action
Provides general clerical support to reception teams, including assisting with scanning of registration updates and other office tasks as assigned
Prepares customers letters from available templates.
Discovers, documents and verifies insurance information accurately for customers/patients
Conducts routine insurance eligibility checks prior to scheduled visits.
Identifies insurance coverage gaps and generates “Good Faith” payment estimates for patients within mandated notification time frames.
Conducts outreach to potential customers/patients who have been assigned to the Health Center via their insurance company.
The PSR is able to explain insurance enrollment options and assist patients with making decisions that are best for themselves and their families when choosing a primary care provider and enrolling in services.