PSR Lead

Wayne Health•Detroit, MI

About The Position

In addition to performing Patient Service Representative (PSR) duties, the Lead PSR serves as a lead resource for PSR Staff who work in the front office by ensuring that any changes in workflow or processes are implemented accordingly. The Lead PSR, in consultation with the Clinical Operations Manager, monitors the ongoing administrative performance of the PSRs, provides coaching and feedback to front office staff and collaborates with the Clinical Operations Manager to facilitate the day to day operations of the office. This is a working lead position responsible for organizing, coordinating and optimizing clinical office functions related to appointment scheduling, patient intake, data verification, charge entry, co-payment collections, and front office communications.

Requirements

High School Diploma or equivalent required
Minimum 2-3 years Medical Billing or Physician Office experience
Accurately post all charges for the date of service to the system and run daily reports to ensure all charges are posted and completed batches are closed
Have a strong working knowledge of Microsoft Excel and Word
Knowledge of basic medical terminology
Basic office skills including typing 35 wpm and accurately enter alpha numeric data
Possess excellent verbal, written communication and problem solving skills
Excellent interpersonal skills necessary to establish and maintain productive working relationships with physicians, patients and their families and other people both inside and outside the clinical practice area
Excellent customer service skills including the ability to use independent thinking, sound judgement and creativity when resolving customer issues or concerns
Ability to effectively work independently and with a team
Ability to multi-task
Knowledge of medical insurance and medical office billing
Ability to stand for long period of times and lift up to 50 pounds
Requires sensitivity to work with seriously ill patients and their families
Compliance with Department Health and Safety policies and procedures

Nice To Haves

Proficient in navigating EHR, Nextgen or Athena system preferred

Responsibilities

Perform all Patient Service Representative duties
Provide subject matter training, support and expertise to clinical team members on processes related to patient access and registration
Serve as a liaison for the PSR team with the clinic manager and operations team on issues related to patient access and registration
Contribute to quality and process improvement initiatives of the clinic
Participate in interviewing applicants and orienting new employees
Provide input to supervisor for hiring decisions and employee performance evaluations
Ensures that the front office is following appropriate front office policies and procedures
Maintain a professional front office environment
Collaborates with team members to ensure quality and consistency of daily huddles
Participate in the review of patient satisfaction report and collaborate with the Clinical Operations Managers on developing processes for continuous improvement
Addresses/resolves any customer-service issues and elevates them to Clinical Operations Manager as necessary
Monitors team performance from a front desk function perspective, identifies issues, works through resolutions and provides both informal and formal feedback
Order and maintain office supplies inventory by studying usage reports, identifying trends, anticipating needed supplies
Collaborate with the clinical operations manager to maintain staff schedules and identify needs to support the operations of the clinic
Develop a process to ensure expectation of answering the phone are met by collaborating with the Clinical Operations Manager by reviewing phone usage reports