Lead Patient Services Rep

2 weeks ago

Woodinville, United States EvergreenHealth Full time
Description

Wage Range: $20.57 - $32.92 per hour + $1.75 hr. Lead premium
Sign-On Bonus: Up to $3,000.00 for those new to EvergreenHealth

Posted wage ranges represent the entire range from minimum to maximum. For jobs with more than one level, the posted range reflects the minimum of the lowest level and the maximum of the highest level. Some positions also offer additional premiums based on shift, certifications or degrees. Job offers are determined based on a candidate's years of relevant experience, level of education and internal equity.

Job Summary:

Serves as a dependable and personable medical office professional who assists the Clinic Manager in providing support to staff and assumes additional responsibilities when necessary. The role assists to provide structure to the Patient Services Representative (PSR) team and is directly accountable for monitoring and reviewing work assignments of other employees, checking work for accuracy, assisting in making daily work assignments, assisting with developing work schedules, or giving advice and work instructions to other employees. Performs all job duties of the Patient Services Representative.

Primary Duties:
  1. Provides support to staff and/or assumes additional responsibility when necessary.
  2. Orients and trains new employees through demonstration of equipment and current/standard work processes. Ensures training reference material is up-to-date.
  3. Explains tasks to staff, instructs or guides employees on work processes and ensures staff is performing tasks according to current standard.
  4. Provides coaching to front desk and facilitates problem solving (when appropriate).
  5. Inspects work for completion and accuracy. Reports results to supervisor/manager.
  6. Communicates regularly with the clinic manager to update on status of projects or other issues.
  7. Responsible for monthly PSR staff schedule and requesting Float staff coverage as need for PTO, etc. Creates and updates schedules as necessary.
  8. Reports variance from performance and behavioral standards to supervisor/manager.
  9. Orders clerical supplies, such as office supplies and clinic brochures, within budgetary guidelines.
  10. Completes charge reconciliation.
  11. Attends monthly Lead meetings and communicates and/or trains PSRs on new processes and updates.
  12. Participates in Process Improvement team and activities.
  13. Creates/Builds Cerner templates according to department guidelines.
  14. In Primary Care- Processes L&I claims and ensures paperwork is properly completed, to include faxing documents to appropriate person(s), scanning/importing paperwork to chart, and ensuring claims are billed.
  15. In Primary Care- Ensures all Home Health orders are completed, sent and billed in a timely manner per policy.
  16. Coordinates all aspects of patient scheduling to include creating initial and follow up in-person or virtual visit appointments; rescheduling, cancelling and managing self-scheduled appointments in a fashion that meets patient care needs and optimizes provider schedules.
  17. Manages multi-line telephone system (incoming and outgoing). Follows guidelines to identify and direct patients calling with emergent/urgent symptoms to appropriate clinical staff for screening.
  18. Sets up and verifies active and contracted insurance coverage in multiple systems and/or educates patients on co-insurance/co-pay, self-pay, L&I, MVA, Medicaid, Medicare/Medicare Advantage, etc.
  19. Enrolls patient on patient portal and explains its attributes, benefits and recommended use.
  20. Requests, confirms and validates interpreter services.
  21. Greets patients and completes check-in process. Directs and assists patients with completion of appropriate paperwork.
  22. Monitors various group Message Pools and responds to patient requests, questions and concerns within established organizational timelines.
  23. Takes complete and accurate messages and coordinate communication between appropriate interdisciplinary staff. Coordinates emergent or add-on patient care requests with clinical team and provider.
  24. Manages appointment queues (Ex. future appointment orders; cancellation list; wait list).
  25. Prepares documents and sends various patient outreach communications.
  26. Initiates outside medical record requests by requesting materials from admissions and emergency departments, physicians and other authorized hospital staff to support provider visits and closure of care gaps for Health Maintenance. Prepares and scans documents for Health Information Management department processing.
  27. Manages incoming referrals through clinic documentation and established tracking protocol. Facilitates communication between the clinic, patient and insurance company, as required.
  28. Identifies and collects copayments in adherence with organizational goals.
  29. Cultivates EvergreenHealth culture of community by supporting new staff training.
  30. Monitors and maintains tidy patient waiting and staff work areas in accordance with infection control standards and safety protocols.
  31. Orders and restocks patient forms and non-medical supplies.
  32. Files, faxes, scans, photocopies and distributes mail.
  33. Performs open and close duties, which vary from clinic to clinic.
  34. Performs other duties as assigned.

License, Certification, Education or Experience:

REQUIRED for the position:
  • High School diploma or equivalent
  • 2 years of experience in a medical receptionist or customer service role
  • Previous lead or leadership experience
  • Excellent interpersonal communication skills, including the capacity to communicate with a diverse range of individuals and dispositions
  • Ability to problem solve, stay calm under pressure and present oneself in a pleasant and professional manner when responding to inquiries from EH staff and patients (Ex. service recovery)
  • Strong written communication skills, including ability to spell accurately and write legibly
  • Ability to work independently, show initiative and work productively within a team environment
  • Actively listen to and validate patient conversations. Employ de-escalating techniques as appropriate
  • Ability to prioritize multiple tasks and ability to access, analyze and apply concepts associated with protocols, policy and guidelines
  • Keyboarding skills and working knowledge of Windows based software systems
  • Knowledge of basic medical terminology/common medications
  • Solid knowledge of HIPAA and other health industry compliance standards
  • Float Pool Assignment: If this is a designated float pool position, will work in various clinics as needed; traveling is required. Must have a current Washington State Driver's License and proof of insurability.
DESIRED for the position:
  • Knowledge and experience accessing/verifying insurance coverage. Experience using Real Time Eligibility (RTE) Payer/Insurance Portals.
  • Electronic Medical Record (EMR) experience, preferably Epic
Benefit Information:
Choices that care for you and your family

At EvergreenHealth, we appreciate our employees' commitment and contribution to our success. We are proud to offer a suite of quality benefits and resources that are comprehensive, flexible, and competitive to help our staff and their loved ones maintain and improve health and financial well-being.
  • Medical, vision and dental insurance
  • On-demand virtual health care
  • Health Savings Account
  • Flexible Spending Account
  • Life and disability insurance
  • Retirement plans (457(b) and 401(a) with employer contribution)
  • Tuition assistance for undergraduate and graduate degrees
  • Federal Public Service Loan Forgiveness program
  • Paid Time Off/Vacation
  • Extended Illness Bank/Sick Leave
  • Paid holidays
  • Voluntary hospital indemnity insurance
  • Voluntary identity theft protection
  • Voluntary legal insurance
  • Pay in lieu of benefits premium program
  • Free parking
  • Commuter benefits

View a summary of our total rewards available to you as an EvergreenHealth team member by clicking on the link below.
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