Patient Service Rep Lead - Neuro - Full-Time

Erlanger•Chattanooga, TN

12d

About The Position

The Patient Service Rep Lead supervises others in patient- and customer-service activities and participates in a team-based approach to care. The role supports coordination of patient care, patient and caregiver self-management, and management of the practice’s patient population, according to assigned responsibilities and applicable State of Tennessee and Georgia guidelines. The lead also participates in quality improvement and performance evaluation. The position ensures accurate and efficient patient registration, scheduling, and financial analysis upon arrival to the Healthcare System, including activities needed to comply with managed-care contracts. It reviews accounts with inadequate financial coverage and responds promptly and professionally to patient inquiries and registration needs. The role maintains confidentiality and professionalism, communicates effectively with patients of different ages and backgrounds, and works with third-party payers, other departments, and physician offices to stay current on scheduling and registration updates. The work involves close collaboration in a clinical setting that may include stressful situations, as well as moderate sitting, standing, stooping, bending, and work at portable computers.

Requirements

High school diploma.
At least five years of experience in a physician office, billing, or insurance environment.
Generally, four years of experience in a healthcare setting involving customer service and financial counseling, coordination of services related to insurance verification or ancillary scheduling, or an equivalent combination of relevant education and experience.
Knowledge of self-pay collections, medical terminology, basic ICD-9 skills, and/or a complete understanding of insurance.
Fluent computer skills, including functional knowledge of Windows, word processing, and Excel.
Excellent communication skills and the ability to interact appropriately with people of diverse ethnic and educational backgrounds.
Strong organization, attention to detail, initiative, math skills, and the ability to work efficiently and professionally in a demanding environment.
Clerical and/or hospital experience.
Professional demeanor, courteous manner, pleasing personality, and strong telephone etiquette.
Knowledge of general business principles, generally acquired through two years of post-secondary education in accounting or a related healthcare or business field, or an equivalent combination of education and experience.
Experience with appointment scheduling, patient registration, data entry, cash boxes, filing, phone systems, and deposits.
Physician billing and insurance collection experience.
Computer experience with practice management software.
Experience obtaining referrals, pre-authorizations, and pre-certifications.
Ability to work closely in a clinical setting that may involve stressful situations, with personal flexibility.
Ability to perform moderate sitting, standing, stooping, bending, and work at portable computers.

Nice To Haves

BS in Business Administration or another related field.
Two years of supervisory experience.
Prior Centricity, Flowcast, Invision, or SMS experience.

Responsibilities

Supervise others performing patient- and customer-service activities.
Coordinate care for patients and support patients, families, and caregivers in self-management, self-efficacy, and behavior change, as assigned.
Support management of the practice’s patient population.
Participate in the practice’s quality improvement process and performance evaluation.
Ensure accurate and efficient patient registration, scheduling, and financial analysis upon arrival to the Healthcare System.
Initiate activities necessary to comply with managed-care contracts.
Review accounts with inadequate financial coverage for reimbursement of services rendered.
Respond promptly and professionally to patient information inquiries and registration needs.
Maintain confidentiality, professionalism, courteous conduct, and appropriate presentation.
Communicate appropriately with patients of different ages and socio-economic, ethnic, and educational backgrounds.
Interact appropriately with third-party payers and other departments.
Work with physician offices to stay current on scheduling and registration updates.