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About the Role

The Lead Patient Service Representative is an expert role in Patient Service, functioning as a team leader. This role involves greeting patients and family members, managing new patient intakes, scheduling appointments, updating insurance information, determining Sliding Fee eligibility, collecting payments, and ordering supplies.

Responsibilities

• Raise Patient Service Representative concerns appropriately and professionally.
• Cover Patient Service Representatives absences and lateness.
• Ensure all Patient Service Representative functions are completed daily.
• Monitor provider schedules for cancellations/no-shows and assist in filling appointments.
• Act as the point of contact for complex systemic issues, resolving or escalating as needed.
• Train new Patient Service Representatives and mentor the team.
• Enter/update demographic information and obtain photographs/email addresses in EMR.
• Obtain and scan signed documents (consents, financial, advance directives, etc.) into the medical record.
• Input financial information to determine Sliding Scale Fee.
• Verify patient insurance eligibility (Medicaid, Medicare, third-party).
• Confirm changes in insurance coverage, address, and phone numbers with patients at each appointment.
• Manage copier, shredder, and fax folders.
• Fax EMR documents as needed.
• Receive and post payments via cash, charge, or check.
• Check all front-end portal folders.
• Receive incoming calls and schedule patient appointments.
• Confirm appointments for new patients via phone calls.
• Maintain and update the appointment master scheduler.
• Block provider schedules for vacation, personal time, or meetings.
• Comply with social distancing, PPE, and infection protocols.
• Perform other duties as requested by supervisor.
• Deliver and pick up mail daily.

Requirements

• High School Diploma or Equivalent required.
• Basic Life Support/AED certification required.
• Strong oral, written, and organizational skills required.
• Prior experience coordinating activities in a fast-paced medical office or healthcare center is a plus.

Skills

• Computer proficiency in all Microsoft Office Suite applications.
• Knowledge of Electronic Medical Record (EMR) is a plus.
• Ability to deal effectively with a variety of people.
• Ability to work in a team environment.
• Excellent client and customer service orientation.

Experience Level

• Lead role

Education Level

• High School Diploma or Equivalent