Lead Patient Services Representative

2 weeks ago

Stillwater, Minnesota, United States Twin Cities Orthopedics Full time

The Lead Patient Services Representative is responsible for patient registration and check in as well as clinical support duties. In addition, this role will support Patient Services Representative team members and daily operations of clinic front desk.

This is a full-time position working M-F from 8:00 am - 5:00 pm out of our Stillwater and Hudson locations.

Twin Cities Orthopedics is an operating division of Infinite Health Collaborative (i-Health), a group of local medical practices, owned and led by its physicians, on a mission to give patients more control over their healthcare. We offer a comprehensive Medical, Dental & Vision Plan, Maternity Bundle, 401K with Profit Sharing, Tuition Reimbursement, Gym & Car Rental Discounts and more.

Essential Functions:

  • Oversee department daily operations and staff productivity; ensure excellent patient service and delivery of care.
  • Coordinate department work schedules (e.g. ensure proper staffing levels, coverage for lunch, oversee breaks, etc.)
  • Partner with supervisor to ensure staff members receive recognition, development and coaching when appropriate
  • Train and assist Patient Services Representatives as needed
  • Work with supervisor to maintain consistent training policies and processes
  • Actively participate in meetings and other communications processes; share information timely, accurately and completely with others as needed
  • Excellent communication with all departments in the clinic; acting as a liaison between care teams and front desk
  • Greet and register patients; collect co-payments, pre-payments, insurance information, and photo ID
  • Verify and document insurance information as defined by current business practices
  • Accurate and timely scheduling of new and existing patients in the current practice management system
  • Communicate all pertinent information to patients, including: appointment information, directions, check-in times, referral information and copayments
  • Chart preparation and management
  • Maintain a working knowledge of health care plan requirements and health plan networks
  • Maintain timely communication with patients, families, and staff
  • Any and all other duties as assigned
Education and Experience Requirements:
  • High School diploma/GED or equivalent
  • Proficient in Microsoft Word, Outlook, and Excel
  • Customer Service experience required
  • Medical reception experience required
  • Knowledge of TCO resources and policies preferred
  • Must complete Patient Experience Training upon hiring
Essential Requirements - Ability to:
  • Comply with company policies, procedures, practices and business ethics guidelines.
  • Complete job required training.
  • Comply with all applicable laws and regulations, (e.g. HIPAA, Stark, OSHA, employment laws, etc.)
  • Prompt and reliable attendance
  • Work in the clinic during business hours
  • Travel independently throughout the clinic (which may include movement from floor to floor); frequent bending, lifting, standing, stooping or sitting for long periods of time may be required
  • Work at an efficient and productive pace, handle interruptions appropriately and meet deadlines
  • Communicate and interact in a respectful and professional manner
  • Prioritize workload while being flexible to meet the expectations of the daily operations
  • Apply principles of logical thinking to define problems, establish facts, and draw valid conclusions
  • Understand and execute a variety of instructions
  • Effectively operate equipment and communicate on and operate the phone system
  • Work independently with minimal supervision
  • Travel to other work locations, if required
Performance Expectations – i-Health's Core Values:
  • Integrity - Do the right thing and take responsibility for what you do and say
  • Service - Consistently contribute to deliver an exceptional experience
  • Quality - Act with high purpose, committed effort, and skillful execution to exceed expectations
  • Innovation - Identify progressive solutions that improve service, teamwork, efficiency, and/or effectiveness
  • Teamwork - Be a part of the whole; support each other positively
Environmental Conditions:
  • Clinic setting
Notes:
  • Infinite Health Collaborative (i-Health) is an Equal Opportunity/Affirmative Action Employer and will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and the ADA Amendments Act of 2008.
  • This position description will be reviewed periodically as duties and responsibilities change. Essential and Additional Job Functions are subject to modification.

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