Lead Patient Services Representative

Lehigh Valley Health Network • Allentown, PA

4d • Onsite

About The Position

Acts as the internal and external point of contact and coordinates the day-to-day operations of the front desk and medical records. Serves as the lead in clerical/administrative components of patient encounters as a member of the care delivery team. Acts as a mentor to all patient service representatives and ensures that the delivery of high-quality, cost-efficient, culturally sensitive services comply with all federal, state, and local agency policies and procedures. Provides communication, education, and support to colleagues and off-site support during EMR go-lives.

Requirements

• High School Diploma/GED
• 1 year Experience in a customer service role, interacting directly with customers in person with responsibility and accountability for superior customer experience.
• 2 years Experience in a physician practice
• Ability to work effectively in a dynamic customer service environment with interruptions and changing priorities.
• Ability to establish and develop positive and collaborative relationships with staff, clinicians, and leadership within the practice.
• Ability to maintain accuracy and compliance with detailed-oriented responsibilities.
• Ability to coach or mentor colleagues.
• Knowledge of medical terminology.
• Must have achieved all available PSR badges and completed all applicable EMR trainings.

Responsibilities

• Serves as a mentor and lead for all clerical and administrative functions to support patient care delivery.
• Provides education, communication, and support to colleagues within the practice group.
• Monitors and supports patient services representatives to ensure standard work is followed.
• Verifies insurance and potential necessity for pre-authorization and determines appropriate insured, policy, group, and billing addresses of primary, secondary, and tertiary insurances.
• Performs professional, efficient, and accurate scheduling of patient appointments.
• Strives to support the network Service Promise and Access goals for patient appointments.
• Develops and maintains a solid understanding of the revenue cycle and how patient registration affects the billing process.
• Cross-trains for other departments and/or works in other departments to cover for staffing gaps.

What This Job Offers

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