Lead Patient Services Representative

Neighborhood Healthcare•Poway, CA

2d•$25 - $35

About The Position

The Lead Patient Services Representative will maintain an efficient workflow in the clinic by assigning specific tasks to other Patient Services Representatives (PSR). This role will increase patient experience by incorporating resolved complaints into ongoing training for the team. Additionally, this role will assist with coaching, training, and development of the team.

Requirements

High school diploma/GED required
Two years’ patient services experience within medical and/or dental office required
Two years’ experience working with electronic medical records and multi-phone lines required
Bilingual (English/Spanish), (English/Arabic), or (English/Mandarin) may be required by site
Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
Knowledgeable about and experience with medical and/or dental terminology
Ability to perform administrative duties
Ability to successfully manage multiple tasks simultaneously
Excellent planning and organizational ability
Ability to work as part of a team as well as independently
Ability to work with highly confidential information in a professional and ethical manner
Ability to lift/carry 5 lbs/weight
Ability to stand for long periods of time
Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately
Maintains current knowledge of policies and procedures as they relate to safe work practices
Follows all safety procedures and report unsafe conditions
Uses appropriate body mechanics to ensure an injury free environment
Familiarity with location of nearest fire extinguisher and emergency exits
Follows all infection control procedures including blood-borne pathogen protocols
Maintains privacy of all patients, employee and volunteer information and access such information only on a need-to-know basis for business purposes
Complies with all regulations regarding corporate integrity and security obligations
Reports all behavior and/or activity that are unethical, fraudulent, or unlawful

Responsibilities

Provides functional direction to assigned PSRs, including scheduling assignments, coordinating workflows, and assigning priorities
Maintains courteous relations with patients and staff, responds to appointments/front desk complaints and problems
Acts as liaison between billing office and site
Supports and responds to questions from the team; provides one-on-one coaching, as needed
Trains and orients new hires to standard protocols, policies, and procedures in the clinic
Assists management with monitoring team performance and facilitate additional team training, as needed
Provides department improvement recommendations to management, including policies, procedures, equipment, and functional guidelines
Engages with patients to schedule appointments and obtain relevant information to determine priority appointment scheduling needs
Notifies patients of appointments, including appointment date/time; updates/confirms appointment changes for cancellations, and notifies patients of available alternate appointment dates/times
Ensures current providers/patients schedules are accurate; makes changes in accordance with authorized procedures and ensures distribution of next day schedules to designated areas
Provides reception and registration for patient in designated areas, including appointment verifications, completed registration forms, contact and insurance verifications, and collection of co-pays/fees for current visit and any outstanding balances
Performs check-out processes for patients leaving treatment areas by reviewing their encounter forms for disposition instructions; provides patient with treatment plan and cost, as needed
Manages cash control procedures of balancing total cash payments with encounters received to ensure accuracy, including verifying cash drawers are balanced
Provides daily payment reports to accounting and cash receipts copies to billing department
Support the reception desk by screening and redirecting incoming calls to appropriate staff, taking and relaying messages, and providing general or procedural information
Collects and generates department work activity statistics at designated intervals following established procedures
Creates PSR schedule for the clinic each month
Completes a monthly office supply inventory and orders office supplies, as needed
Performs administrative tasks for the clinic, such as opening and sorting mail, scheduling meetings, copying forms, assisting management with facilities reports
Impacts patient experience by demonstrating courteous and helpful behavior and a commitment to accuracy
Share accountability for overall patient health outcomes by working in coordination with care Teams
Operates to instill confidence in our care and in our facilities to patients, fellow employees, and other stakeholders
Responds promptly and with caring actions to patients and employees
Maintains courteous and professional working relationships with all levels of staff, clients, and the public
Works with management to intervene in real-time to address patient concerns and complaints to sustain healthy customer relations