Lead Patient Service Representative

4 weeks ago

Greensboro, United States Triad Adult and Pediatric Medicine, Inc Full time
Job DescriptionJob Description

Position Summary:

The primary purpose of this position is to greet, direct patients and visitors, as well as answer/relay phone calls and messages, and to provide information in a professional and courteous manner. This position under direct supervision will serve as lead for the patient service representatives at their designated office. The Lead Patient Service Representative is required to perform all duties of the patient service representative and serve as a resource person for non-patient service team members as well as direct team members.

Job Responsibilities:

  • Greets and registers patients in a polite, prompt, helpful manner.
  • Verifies and updates patient information per established patient registration procedures.
  • Copies new/updated insurance cards and scans into our electronic health record.
  • Updates insurance information during the check in process
  • Verifies eligibility of insurance information in collaboration with the billing specialist and the DSS workers.
  • Informs patients of payment/financial responsibilities.
  • Collects co-payments and amounts due, as applicable; provides each patient a receipt.
  • Communicates via patient tracking to nurse’s station that patient is registered and waiting.
  • Interprets and translates for fellow employees and patients as needed.
  • Follows approved medical group guidelines and appointment scheduling policies, and procedures to schedules patients (new and existing) for each practitioner.
  • Answers incoming telephone calls and expedites to proper individual.
  • Correctly identify him/herself when answering the phone and follow TAPM phone etiquette policy.
  • Documents triage calls by listing patient name, telephone number, date of birth, and complaints/symptoms or illness; send information to nurse via task.
  • Maintains the waiting area in neat and orderly fashion.
  • Schedules recheck and follow-up appointments, as required at the time of check out.
  • Balances cash drawer and performs established closing procedures:
  • Turns in co-pay money collected.
  • Gathers documents processed during the day that remain to be filed.
  • Turns off monitors, copiers, and lights, and locks the front door.
  • Prepares reports for all “no shows” and faxes to our community agency for follow up.
  • Print immunization records as requested by patients.
  • Assist medical records, as needed.

Lead Additional Responsibilities:

  • Review provider schedules daily to identify scheduling errors.
  • Review the provider monthly schedule provided by the practice administrator to ensure provider schedules are open and closed accordingly.
  • Attend sites morning huddle for patient service department.
  • Train new patient service representatives
  • Process and manage all no shows by sending letters and tracking according to our no-show protocol.
  • Assist practice administrator with registration audits.
  • Point of contact for Medicaid Managed Care Managers and assist with scheduling appointments.
  • Assist with patient flow to ensure patients are processed in a timely fashion.
  • Abides by all company policies regarding safety/health rules and regulations.
  • Prints final daily schedule to verify each patient who was registered and treated.
  • Adapts to various situations and adjusts to shifting priorities.
  • Performs other duties as assigned.

Preparation and Training:

Job duties require a high school education with additional specialized courses. Must be proficient in English oral and written communication. Bi-Lingual Assistants must also be proficient in Spanish both oral and written communication. Must have a working knowledge of data processing equipment, computers (Excel, word processing), telephones, and such typical office machines and equipment. Must maintain excellent customer service abilities. Must maintain current NC driver’s license for occasional outside travel.

Experience:

With the above preparation and training, it would take approximately 3 months, up to, and including 6 months in order to become proficient with the clinic policies, procedures, and front office paperwork utilized by Triad Adult and Pediatric Medicine.

Analytical Ability:

Repetitive or routine duties involving the use of various procedures and the application of clearly prescribed standard practices, requiring the malting of minor decisions and the use of some judgment when following medical records protocol.

Independent Judgment:

Under immediate supervision, the assignment of work is very standardized, and performance can be measured at regular and frequent intervals.

Consequences of Error:

Probable errors would easily be detected and would result only in some internal confusion and delay but could be verified or checked either by systems, procedures, oi supervision and have very little financial impact on the organization.

Interpersonal Contacts:

Involves regular inside and outside contact with patients/family, doctors, nurses, providers, other departments of TAPM, and vendors, requiring common courtesy and tact to avoid friction and obtain cooperation. Improper handling may affect results, whereby tact, judgment, and proper behaviors are required to avoid friction or dissatisfaction and maintain harmonious relationships.

Confidential Information:

Works with some confidential data of major importance, such as patient medical records, insurance, and billing information, which if disclosed, may be detrimental to the company’s interests.

Working Conditions:

Most of the job duties are performed in normal office working conditions; however, there is some exposure to patients with communicable diseases. This position is responsible for the waiting area and therefore requires some janitorial duties, which are at times disagreeable, but are not continuously present.

Mental Attention or Visual Demand:

The flow of work and character of duties involves normal mental and visual attention most of the time. Must be able to communicate via telephone and other automation devices. Mental/visual attention, along with manual coordination is necessary for keyboard operations at least 50% of the time. Normal or connected hearing is required.

Safety:

TAPM expects all employees to work with safety as a priority. The safety of our employees and our patients are extremely important to our organization.

Quality Improvement

Must understand and help enforce the meaning of quality improvement:” The combined and unceasing efforts of everyone-healthcare professionals, patients, and their families, researchers, payers, planners and educators-to make the change that will lead to better patient outcomes, better system performance and better professional development.” (Batalden, 2007). Committed to promoting TAPM as a medical home and incorporating the core components of a Patient Centered Medical Home into your position daily.

  1. Patient Centered
  2. Comprehensive care
  3. Team-based
  4. Coordinated
  5. Accessible
  6. Focusing on Quality and Safety

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