Lead Patient Service Representative

3 weeks ago

Harwich Port, United States Outer Cape Health Services Full time
Job DescriptionJob Description

Our Culture: Why work with us?

Joining Outer Cape Health Services isn't just about taking on a new role; it's about embracing a mission that goes beyond the day-to-day. Here, you become part of a dedicated team committed to safeguarding and nurturing invaluable community health resources. Our ethos is built on creating a vibrant and inclusive workplace where every team member is valued and recognized for their unique contributions.

Who We Are :

Our mission is to provide a full range of primary health care and supportive social services that promote the health and well-being of all who live in or visit the ten outermost towns of Cape Cod.

OCHS now cares for more than 18,000 patients annually, and no one is denied access to services due to an inability to pay. Founded in 1987 through the merger of Health Associates of Provincetown (established in 1972) and the AIM Medical Center in Wellfleet (established in 1966), Outer Cape Health has a long history of successful growth and expansion in pursuit of this mission. As a Patient-Centered Medical Home, OCHS holds itself to the highest standards. Ensuring patients have access to care when they need it and request it, and validating that staff are working at the top of their licensures, are foundations of this model.

Our Core Competencies:

At Outer Cape Health Services, our core competencies are the foundation upon which our organization is built, guiding us in our mission to deliver exceptional health services to our communities. Our focus on fostering teamwork ensures that we operate as a cohesive unit, valuing each member's contribution and working synergistically towards common goals. Integrity and honesty stand at the heart of everything we do, creating a culture of trust and respect among our team and the communities we serve. Embracing technology, we continually seek innovative solutions to enhance our services and operations. Finally, being patient-centered, we prioritize the needs and well-being of those we serve, striving to exceed expectations and make a meaningful difference in their lives.

A day in the life of this role:

The Lead Patient Service Representative (PSR), in conjunction with the Director of Clinical Support Services, oversees the smooth daily operations of the front desk and PSR staff. Makes sure that each patient encounter is accurate, professional, and patient-friendly. Ensures that staff maintains smooth operations of the telephone switchboard, receiving, registering and directing patients and visitors, scheduling appointments and performing related clerical and data entry work. May perform any and all of the above as needed.

Summary of duties:

  • Maintains Patient Confidentiality at all times and ensures that staff do the same.
    • Ensures that all staff follows HIPAA guidelines
  • As the working lead person at the front desk, serves as a role model to staff for patient/customer service and organization of daily work routine. Oversees patient reception, registration, and appointment scheduling.
  • Collaborates with PSR staff in the Health Center and develops their customer service skills. Participates in staff training, assigns, and oversees daily work. Develops and distributes weekly work assignments and schedules.
  • If the patient has no insurance; refers the patient to the Healthcare Access Specialists and may assist in educating patients about their financial responsibilities.
  • Cooperates with the charge entry staff in ensuring all staff understand current
    • Insurance eligibility verifications. Makes certain that correct insurance standards are applied to each encounter.
    • Ensures that all encounters are complete and accurate for billing.
    • Works with charge entry staff to resolve inaccurate encounters.
    • Ensures all co-pays are received at time of visit.
    • Prepares deposit and takes them to the bank.
  • Collaborates with Medical Records staff to confirm that each visit has a corresponding chart available.
  • Ensures that medical records are available 24 hours in advance of the patient appointment.
  • If patients have difficulty during their visit or complaints about the visit, reaches out to the patient to resolve any issues. Completes an Event Report and follows it up with the Health Center Director if needed.
  • Works closely with the Charge Nurse and Health Center Director to maintain a clinical appointment schedule, which supports quality patient care and maximum productivity of clinical staff. Continuously monitors physician schedules for utilization and makes sure that
  • Staff is aware of available appointments.
  • Works with the Charge Nurse to review schedules on a weekly basis to anticipate any problems.
  • Should conflicts arise, informs the Charge Nurse and/or Health Center Director.
  • Participates in quality improvement audits for Front Office staff ensuring compliance with quality improvement standards and attends Performance Improvement Committee meetings as requested.
  • Regularly monitors work area and environment. May conduct safety rounds. Identifies and rectifies unsafe working conditions or hazards. May provide additional training to staff regarding the work environment as needed.
  • Works with Lead PSR at other OCHS site(s) to standardize processes to the maximum possible level. Covers for other Lead PSR's for vacation, illness, etc.

What we need from you:

  • High School degree, or the equivalent
  • 3 or more years' experience in an administrative support role.
  • Must have the ability to deal with the public in stressful situations and work positively with a wide variety of staff.
  • Must be able to complete tasks accurately and focus on many responsibilities in a busy primary care clinical environment.

AAP/EEO Statement Outer Cape Health Services is committed to a firm policy in favor of equal employment opportunity and will abide by all applicable state and federal regulations by not discriminating against any applicant or employee on the basis of race, religion, color, creed, sex, age, national origin, citizenship status, marital status, sexual orientation, gender identity and expression, disability or veteran status. Our commitment to equal employment opportunities shall include employment, upgrading, promotion, demotion, transfer, leaves or other absences from work, layoff, compensation and benefits, selection for training or other education, professional opportunities and conflict resolution.

It is also the policy of OCHS to take affirmative action to employ and to advance in employment, all persons regardless of their status as woman, minority or individuals with disabilities or protected veterans, and to base all employment decisions only on valid job requirements.

Please inform us of any necessary accommodations required during the application process and/or at any time during employment.



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