As a Patient Service Representative Lead, you will work in conjunction with physicians and clinical staff to take care of patients’ administrative needs and oversee the day-to-day operation of all PSRs in the clinic setting.  

You will work closely with the Practice Manager to provider leadership and direction to the PSR team, and coordinate PSR coverage in the clinic and personally provides assistance where needed.  You will also support efficient clinic flow and communicate accurately and positively with team members, as well as working with the Practice Manager to ensure practice policies and guidelines are being met.   

SKILLS, KNOWLEDGE, EDUCATION AND EXPERIENCE:

• High School Diploma or equivalent preferred.

• Minimum of 3 years of experience in healthcare preferred.

• Customer service experience required.

• Electronic health record (EHR) experience a plus.

• Experience with process improvement or lean philosophy preferred.

ESSENTIAL FUNCTIONS:

• Knows, understands, incorporates, and demonstrates the Organization's Mission, Vision, and Values in behaviors, practices, and decisions. .

• Performs Lead duties including but not limited to orienting, mentoring, training, scheduling, and coaching employees. 

• Assist the Practice Manager with  monitoring work performance and provides input on performance evaluations.

•  Creates schedules and  manages time cards .

• Ensures staff are informed of and comply with written policies and procedures to support clinic.

• Promotes and fosters teamwork.

• Assists the Practice Manager with maintaining accurate employee files.

• Reacts in a timely manner to resolve patient complaints promoting customer service.

• Protects patients’ rights by maintaining confidentiality of personal and financial information and follows guidelines for HIPPA's regulations.

• Participates in network process improvement projects as needed.

• Assists with efforts to foster financial stewardship. 

• Maintains business office inventory and equipment and order supplies.

Patient Registration:

• Acknowledges and greets patients immediately, providing a positive customer service experience. 

• Registers the patient for appointment and completes paperwork.

• Verifies and updates patient and insurance information and completes insurance verification.

• Keeps patient appointments on schedule by notifying provider of patient’s arrival.

• Informs patients immediately of delays, explains why, and the anticipated wait time.

• Collects and documents patient responsible balances for visit, diagnostic testing, supplies, etc.

• Control credit extended to patients via a payment plan

• Follows Cash Control Policy and Procedure, and balances daily financial activities.

Scheduling Medical Appointments:

• Optimizes patients’ satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone.

• Handles multiple telephone lines and politely and effectively places calls on hold and returns calls per clinic standards. 

• Verifies patient information and insurance and updates.  Notifies patients to bring insurance cards, identification, and co-payment to appointment. 

• Mails patient paperwork to new patients prior to appointment.

• Interacts with patients via NextGen Patient Portal.

• Scans incoming patient related documents into EHR.

Medical Records:

• Files incoming medical reports and correspondence.

• Assembles new patient medical records in accordance with policies and procedures

• Ensures availability of treatment information by filing and retrieving patient records.

• Receives, processes, and documents referral requests to and from the office.

• Sorts and routs incoming faxes, and make requests on behalf of providers/patients.

Saint Alphonsus and Trinity Health are committed to promoting diversity in its workforce and to providing an inclusive work environment where everyone is treated with fairness, dignity and respect. We are committed to recruit and retain a diverse staff reflective of the communities we serve. Saint Alphonsus and Trinity Health are equal opportunity employers and prohibit discrimination against any individual with regard to race, color, religion, gender, marital status, national origin, age, disability, sexual orientation, or any other characteristic protected by law.