Patient Services Representative - Lead

JOB SUMMARY Patient Services Representative Lead perform a variety of clerical and administrative tasks in accordance with clinic and hospital policies and protocols, as well as federal, state, and local regulations applicable to the clinic, including absolute confidentiality of all patient related information in compliance with HIPAA guidelines.
This position is responsible for all aspects of patient registration, patient scheduling and clinic office related tasks outlined in the essential functions below.
Additionally, this position is responsible for effective communication between healthcare providers, staff, patients, pharmacies, and other healthcare offices via oral and written communication and documentation.
This position requires daily collaboration with all Gritman clinics, staff from other departments, and other healthcare offices to achieve success and support the values and the goals of the organization.
The below Essential Functions are subject to change based on the organizational needs and to ensure with the ever-changing environment of healthcare.
JOB REQUIREMENTS Minimum Work Experience Must have experience working with computers.
Knowledge of basic office functions such as message taking, cash drawer balancing and data entry.
Prior education and/or experience in a medical office preferred.
Required Skills Excellent customer service skills, excellent written and verbal communication skills, positive attitude, and must support and demonstrate the Gritman Way values and behavioral standards.
Must have the ability to work closely with others, have a pleasant attitude at all times and be willing to exceed the expectations of patients, visitors, and providers and co-workers.
Must be able to work and complete tasks with little supervision and critical thinking.
Ability to navigate and utilize computers programs and multi-line phone system.
Demonstrate flexibility and respond to changing situations and workflows.
ESSENTIAL FUNCTIONS Specific Daily Job Duties: Greet patients and visitors on the phone or in person with professionalism representing the Gritman Way Maintains a positive attitude works well with all staff and departments Monitor call queue and/or lobby for wait times or issues Protect patient rights by maintaining strict confidentiality Enters quality phone notes/patient cases Prepare end of day deposit reconciliation paperwork Maintains accurate and complete patient accounts Quality Data input of insurance information Appropriate scheduling of appointments Obtains appropriate information from patients for new and existing accounts Responsible for keeping the reception area clean Maintains a balanced cash drawer Consistently demonstrates AIDET Registers patients for the portal Performs opening and closing tasks Collects copays/outstanding balances Assists in the preparation of proper paperwork for appointment/chart prep Responds to simple face-to-face medical record requests from patients Works with Phreesia/Athena Practice/AthenaOne to problem solve workflow issues when a patient is having difficulty checking in Reviews and researches patient concerns/complaints Maintains assigned inboxes/desktops/project folders/tasks Voicemail recovery Works Provider waitlist Manages patient appointment confirmation through Phreesia/Phone & Eligiblity list Consistently resolves issues or concerns when they are presented without needing additional intervention (first time resolution) Proficiency with faxing Accurately completes chart prep without supervision Manages phone note/patient cases appropriately Consistently directs patient call to the appropriate location/person Assist patients with registering for a family portal account Works independently with minimal to no supervision Trains and onboards new PSRs Competent in administering Charity Care, financial/patient assistance program, etc.
Serves as back-up to the PSR Lead Maintains appointment requests through Phreesia appointment Hub Troubleshoots patient complaints Can competently fill in at all clinics when needed Proficient in clinic EMR Assists patients with portal usage/communication/navigation of patient portal Participates in workflow improvements Delegate EMR notes/Patient Cases Participates in interviews Provide clear and timely communication regarding items affecting the department Participates in Lead team member huddles/rounding as appropriate Assist with performance evaluations Liason between all departments Maintain office supplies and make order requests Has a complete understanding of front to back workflow Provides feedback regarding provider schedules/templates Liason between all levels of PSRs QA via chart audits to ensure PSR compliance of a quality registration, phone note, and medical record processing Works denied claims worklist (AthenaOne), works with billing on denied claims (AthenaPractice) Organize and assign duties related to workflow Establish work schedules Provides agenda items for team meetings Attends leadership and provider meetings as appropriate Coordinates training sessions for staff Researches, recommends and executes process improvements Organizes and executes monthly employee appreciation Compassion – “I promise to treat you with COMPASSION and to care for my community.
” Individual Measurable Tasks: I complete assigned trainings such as AIDET and MOAB timely.
I am sensitive to other people’s strengths and weaknesses.
I actively engage with peers by providing solutions to help colleagues.
I show empathy and am motivated to act.
I use active listening and positive body language in my daily activities.
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Essential Functions: I possess required skills, knowledge, and abilities to competently perform the job.
I understand company mission, vision, and values.
I keep my job knowledge current through continuing education.
INTEGRITY - “I promise to set an example of INTEGRITY through my behavior.
” Individual Measurable Tasks: I act or behave in a moral, honest, and honorable way, even when no one is watching.
I independently follow company policies (such as dress code, work hours, attendance, and etc.
).
I uphold confidentiality and HIPAA guidelines.
I approach interactions in a professional manner.
Essential Functions: I complete my work and assignments accurately (few or no errors), efficiently and within deadlines with minimal supervision.
COLLABORATION - “I promise to COLLABORATE with others to support the goals of the organization.
” Individual Measurable Tasks: I work with others to achieve a goal and involve all applicable parties in making decisions.
I adapt to meet the needs of others and receive positive feedback when I float to other departments.
I attend department huddles and staff meetings and offer my full participation.
I lead and participate in team events and/or lean processes.
Essential Functions: I offer written and oral communications that are clear, organized, and effective.
I listen and comprehend well while being flexible and open-minded.
I share information and ideas with others.
I solicit performance feedback and handle constructive criticism with grace.
ACCOUNTABILITY - “I promise to be ACCOUNTABLE for my actions.
” Individual Measurable Tasks: I maintain my job requirements.
I provide advance notice for absences including planning ahead to ensure obligations are fulfilled.
I am 100% committed to achieving my goals.
I follow through on commitments and take responsibility to ensure I do not leave others with unfinished tasks.
I demonstrate fiscal stewardship and am aware how my actions affect departmental budgets.
Essential Functions: I complete daily assignments on time.
I accurately estimate time needed to complete projects.
I hold myself and others accountable [ie.
maintaining productivity and pro-actively finding projects].
RESPECT - “I promise to treat every person with RESPECT.
” Individual Measurable Tasks: I treat others with courtesy, politeness, and kindness.
I offer timely responses to phone calls, emails, and loop closures.
I manage up, assume positive intentions, dispels rumors, and foster a blameless apology.
I offer praise and/or recognition to others.
I include co-workers, if applicable, in meetings, discussions, etc.
Essential Functions: I break down problems into smaller components to understand underlying issues.
I simplify and process complex issues, understanding the difference between critical details and unimportant facts.
I seek out alternative solutions to implement when problem solving.
EXCELLENCE - “I promise to provide EXCELLENT customer service.
” Individual Measurable Tasks: I understand CMS and The Joint Commission requirements in my workspace.
I report incidents, complaints, compliments, and suggestions in Clarity.
I understand patient experiences and how my actions can impact our scores.
I speak up when witnessing disrespectful or unsafe behavior that undermines the work environment.
Essential Functions: I am committed to excellence by looking for safety improvements continuously.
I monitor quality projects and levels in my workspace seeking out root causes.
I go above standard expectations consistently using lean process.
ORGANIZATIONAL EXPECTATIONS Provide a positive and professional representation of the organization.
Promote culture of safety for patients and employees through proper identification, reporting, documentation, and prevention.
Maintain hospital standards for a clean and quiet environment.
Maintain competency and knowledge of current clinic and hospital standards of practice, trends, and developments in related scope of job role or practice.
Participate in ongoing quality improvement activities.
Maintain compliance with organization’s policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards.
Comply with organizational and regulatory policies for handling confidential information.
Demonstrate excellent customer service through his/her attitude and actions, consistent with the standards contained in The Gritman Way.
FUNCTIONAL DEMANDS Population Served Neonatal, pediatric, adolescent, adult, and geriatric.
All genders, race, ethnicity, sociopolitical and socioeconomic demographics, marital and sexual preferences groups, developmental and physical abilities, religions, and nationalities served.
Environmental Conditions Indoors.
Exposure to limited amount of outdoor environment when sitting at front desks.
Exposure to ice and snow during winter months when entering/exiting building and ensuring entrances are clear and de-iced for customers and visitors.
Exposure to public germs and viruses.
Physical Demands Fast paced office environment that requires the ability to prioritize as the situations occur.
Some lifting (<35 lbs), reaching, pushing, pulling, twisting, bending, stooping, kneeling, up and down from computer to other equipment, typing, reading small print, reading computer screens, sitting and standing are required for this job.
Requires corrected vision and hearing to normal range, constant talking, hearing, and seeing to interact with patients, visitors, and staff.