Patient Service Rep Lead--Internal Medicine

Position Title

Patient Service Rep Lead--Internal Medicine

Medical Pavilion

Position Summary / Career Interest:

The Patient Service Representative Lead is responsible for supporting the supervisor. This work role requires thorough knowledge of all job functions and serves as a resource to train other employees in collaboration with the supervisor/manager.

Patient Service Representatives (PSR) are important members of the physician's care team and critical for creating a pleasant and seamless patient experience within an ambulatory clinic. They are responsible for front desk operations including greeting and checking in customers and visitors, answering calls, copay collection, completing MyChart and EMR (Electronic Medical Record) appointment requests, processing external medical records and helping the physician care team prepare for their daily patient appointments. They may assist with checking patients out and scheduling follow up activities as needed.

Responsibilities:

• Must be able to perform the professional, clinical and/or technical competencies of the assigned unit or department.

• Must be able to successfully and consistently perform all Patient Service Representative responsibilities.

• Serves as a resource and provides training to staff, as needed and in collaboration with a supervisor.

• Responsible for check in, check out, scheduling, and prior authorization standard work, customer experience, and using the lean management system with their team towards continuous process improvement.

• Serves as a resource and provides training to staff in collaboration with supervisor. Serves as an Epic "super user" for area of responsibility.

• Resolves escalated patient or clinical issues that arise within the department/supporting area.

• Manages collection of co-payments and deposits made to the department. Verifies staff balance drawers daily.

• Leads the team during supervisor absence. Responsible for oversight of the workflow and implementing changes as need to support patient throughput and dept efficiency/support of the supervisor.

• Conducts and participates in daily huddles.

• Completes special projects and/or represents the clinic by serving on improvement teams/committees.

• Will float to practices with critical staffing levels as needed and delegated by management.

• Responsible for other duties or projects which are assigned by Management.

• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.

• Note: These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

JOB REQUIREMENTS

Required:

• High School Diploma or GED

• A minimum of two years' experience in ambulatory/admitting/patient registration & pre-certification or 1 year experience combined with a completed Associates degree

• Ability to read, write, speak, and understand English.

• High level of customer services skills focusing on problem resolution

• Basic computer skills including Microsoft Excel, Word, Outlook, and Teams

• Ability to maintain patient confidentiality

Preferred

• Clerical, registration and/or customer service experience within a health care setting.

• If bilingual-Documented proof of competencies via language proficiency assessments

Time Type:

Full time

Job Requisition ID:

R-34980

We are an equal employment opportunity employer without regard to a person's race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.

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