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Lead Patient Service Representative

2 months ago

Lawrence, Kansas, United States Heartland Health Full time

Job Summary

The Lead Patient Service Representative plays a crucial role in the supervision of Patient Service Representative (PSR) staff in our Family Medicine Practice. As a direct contact, this individual addresses questions and concerns for PSR staff, ensuring a high level of patient satisfaction and a well-functioning team.

Key Responsibilities

  • Assists the Clinic Manager in supervising, interviewing, hiring, training, and reviewing staff performance.
  • Ensures effective front office patient workflow and is fully proficient in all PSR duties.
  • Monitors staff management of check-in, check-out, and phone hub processes to ensure compliance with established procedures.
  • Coordinates communication and scheduling of patients with partner entities.
  • Problem solves and de-escalates situations arising with patients in the clinic or on phone calls.
  • Assists in managing patient charts and correcting duplicate chart entries and incorrect demographic information.
  • Works with Clinic Manager and other clinic leads to identify technical or adaptive issues arising within the Family Practice Clinic and develop solutions.
  • Assists in reviewing clinician and staff schedules to ensure appropriate staffing and availability of patient appointments.
  • Assists in templating of provider schedules when needed.
  • Ensures communication of correct information and instructions to patients regarding sliding scale fee, insurance eligibility, and billing questions.
  • Adheres to strict standards regarding patient confidentiality, informed consent, and disclosure as required by HIPAA, Kansas law, and agency policy.
  • Provides support to audit processes.

Requirements

  • High school diploma or equivalent required.
  • Associate degree or higher preferred.
  • One year experience in a medical facility required.
  • Supervision experience preferred.
  • Bilingual in Spanish preferred.

Working Conditions

  • Sits and walks throughout the day.
  • Subject to many interruptions.
  • Job tasks are performed in close physical proximity to other people.
  • Requires working indoors in environmentally controlled conditions.