Patient Service Representative Lead

2 weeks ago

Fond du Lac, United States Advocate Health Full time
Major Responsibilities:
  • Acts as a resource to patient services staff, which includes training/orienting, providing day-to-day work direction, scheduling of staff, and giving input on performance. Assigns, monitors, and reviews progress and accuracy of work, directs efforts and provides guidance on more complex issues/concerns.
  • Assists with human resource responsibilities, which may include interviewing and selection of new employees, staff development, providing performance feedback, resolution of employee concerns, and employee morale. Assists in interpreting department policies and procedures, and advises and updates staff on procedural changes.
  • Greets patients and visitors and responds to routine requests for information. Answers telephone, screens calls, and takes messages.
  • Registers patients; obtains demographic and insurance information; verifies insurance coverage, collects co-pays, deductibles, and previous balances; posts payments and updates demographic and insurance information.
  • Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules. Provides accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by patient.
  • Updates insurance, financial responsibility and other data when changes or additions occur, and communicates to patient as appropriate.
  • Ensures insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third party payor requirements. Identifies, reports, and resolves problems regarding registration to appropriate individuals and departments.
  • Monitors patient flow to ensure they are cared for in the most efficient and courteous manner. Offers various assistance to patients to include: arranging transportation needs, providing directions, locating wheelchair, etc.
  • Performs visit closure including checking out patients after visit, scheduling follow-up appointments, and providing patients with a visit summary.
  • May file, retrieve, and/or deliver patient information and/or records, and completes required forms/documentation.

Licensure, Registration, and/or Certification Required:
  • None Required.

Education Required:
  • High School Graduate.

Experience Required:
  • Typically requires 3 years of experience in customer service and/or in providing leadership.

Knowledge, Skills & Abilities Required:
  • Demonstrated leadership skills such as delegation, team building, managing multiple priorities, problem solving, and decision making.
  • Excellent communication (written and verbal), customer service and interpersonal skills; ability to effectively communicate with a variety of patients, staff and physicians.
  • Intermediate computer skills including experience in using personal computers; including Microsoft Office or similar applications, and electronic mail.
  • Understanding of basic medical terms and abbreviations typically used in the patient scheduling and registration process.
  • Training or experience in keyboarding/data entry with an emphasis on speed and accuracy.
  • Excellent organizational skills.
  • Ability to read and understand verbal and written instructions, and to sort and file information alphabetically and numerically.
  • Ability to work in a fast paced environment with a strong attention to detail and accuracy.

Physical Requirements and Working Conditions:
  • Exposed to normal medical office environment, may be exposed to potentially ill patients.
  • Must be able to sit for extended periods of time.
  • Operate all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

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