Patient Service Lead, Sutter University Square

Sutter Health•Santa Clara, CA

1d•Onsite

About The Position

This position supports, organizes, and coordinates the overall operation of Patient Services, including staffing and work assignments for patient services representatives, assistants, and interns. The role involves supporting updates to policies, procedures, and protocols to streamline workflow, improve efficiency, and strengthen quality assurance. The Patient Service Lead ensures the timely delivery of services to patients and oversees the efficient operation of the department. They serve as the liaison between Patient Services and staff, physicians, patients, family, and other employees, ensuring services are provided consistent with best practices, accreditation standards, and State and Federal regulations. The role requires adherence to all organizational, local/state/federal regulations, codes, policies, and procedures to ensure privacy and safety while delivering patient care. This role is specifically for employees employed by an outpatient facility.

Requirements

HS Diploma or equivalent education/experience
4 years of recent relevant experience
Basic knowledge of insurance policies and procedures, as well as patient billing
Ability to interpret a variety of data and instructions, furnished in written, oral, diagram, or schedule form
Possess outstanding written and verbal communications skills to explain sensitive information clearly and professionally to diverse audiences, including non-medical people
Time management and organizational skills, including the ability to prioritize assignments and work within standardized operating procedures and scientific methods to achieve objectives and meet deadline
Broad knowledge of computer applications, such as Microsoft Office Suite (Word, Excel and Outlook)
Work autonomously, as well as be part of the team, including accomplishing multiple tasks in an environment with interruptions

Responsibilities

Supports, organizes and coordinates the overall operation of Patient Services, including staffing and work assignments of patient services representatives, assistants and interns
Supports updates to policies, procedures and protocols to streamline workflow, improve efficiency, and strengthen quality assurance
Ensures the timely delivery of services to patients and oversees the efficient operation of the department
Serves as the liaison between Patient Services and staff, physicians, patients, family and other employees
Ensures services are provided in a manner consistent with best practices, accreditation standards and State and Federal regulations
Adheres to all organizational, local/state/federal regulations, codes, policies and procedures to ensure privacy and safety while delivering patient care
Prioritize and delegate assignments and work within standardized policies, procedures, and scientific methods to achieve department objectives and meet deadlines
Identify, evaluate and resolve complex issues that arise with little or no precedent
Ensure the privacy of each patient’s protected health information (PHI)
Build collaborative relationships with peers and other healthcare providers to achieve departmental and corporate objectives