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Lead Client Services Representative
2 months ago
POSITION SUMMARY
The Lead Client Services Representative provides office support at the front desk within the Hospital, Ambulatory or Surgery Center setting.
The lead representative also ensures the timely and organized scheduling of patient appointments, patient insurance information, enters client information into the computer, and provides accurate financial information to clients. In addition to daily oversight of all of scheduling, including consults, treatments, procedures, tests and imaging services needed within the hospital, ambulatory or surgery center settings.
The Lead CSR is responsible for demonstrating the knowledge and proficiency of the initial patient registration process, as well as the online tools necessary to provide patients with information regarding precertification, referral needs, co-payment, and medical necessity requirements for services to be rendered. This position communicates and collaborates with Patient Access team members in addition to other hospital and Atlanticare Physician Group personnel, to provide quality customer service.
The Lead CSR role models customer service according to established departmental policies and procedures and serves as a key communicator for organizational updates, policy changes, and education needs for the assigned units. This position ensures that the assigned units are sufficiently stocked with supplies. The Lead CSR ensures Revenue Cycle practices and processes are completely weekly, weekly deposits are audited and corrected, and provides training and support for new hire orientation. This position will work closely with the department Supervisor to identify potential and existing unit/dept issues.
The Lead CSR ensures and maintains compliance with department policies and supports the implementation and evaluation of process improvement. This position supports the coordination of quality improvement initiatives and promotes teamwork, with other AtlantiCare departments, outpatient services and community programs.
In addition to the requirements of the lead Client Services Representatives, the Lead ensures expert customer service and care delivery providing staff education, support and leadership. The Lead Client Services Representative assumes responsibility for continued professional and personal growth.
The Lead CSR provides administrative support to the team and assists with all operations as required. This position ensures effective communication with the care team and distributes information as appropriate.
This position supports organizational goals by providing quality customer service, participating in performance improvement efforts and demonstrating a commitment to teamwork and cooperation.
QUALIFICATIONS
EDUCATION: High school diploma or equivalent required. Associate's Degree in related field or a specialized training management program preferred.
LICENSE/CERTIFICATION:
EXPERIENCE: 3-5 years office experience required, preferably in a medical setting. Demonstrated leadership ability; strong organizational skills preferred. Minimum 1 year insurance, CPT4 and ICD-9 coding experience preferred. Knowledge of medical terminology preferred. Proficiency in Clinical Applications preferred at time of hire; incumbents within position will be trained appropriately and then skill will be required for this position within 30-60 days from date of hire.
PERFORMANCE EXPECTATIONS
Demonstrates the competencies as established on the Assessment and Evaluation Tool for this position.
WORK ENVIRONMENT
Potential for exposure to the hazards and risk of the hospital environment, including exposure to infectious disease, hazardous substances, and potential injury. The essential functions for this position are listed on the Assessment and Evaluation Tool.
REPORTING RELATIONSHIP
This position reports to the department Director, Manager or Leadership in other departments within the organization.
The above statement reflect the general details considered necessary to describe the principle functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position.
