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Patient Service Representative Lead
2 months ago
This position is responsible for overseeing the daily operations of the patient service representative team, ensuring timely and accurate scheduling and registration activities. The ideal candidate will have a strong background in revenue cycle management and excellent leadership skills.
Key Responsibilities- Acts as a team lead to schedule daily work load and ensure timely and accurate scheduling and registration activities.
- Coordinates scheduling with that of the practitioners schedules to ensure proper coverage of patient appointments and out-of-office calls.
- Facilitates training of new hires and other training initiatives.
- Performs quality assurance reviews on patient service representative associates, documents findings, and provides information to leadership.
- Assists in the preparation of periodic reports crucial to leadership decision making.
- Coordinates with clinical staff to obtain charge information for all patients.
- Codes procedures performed and diagnosis on charge.
- Acts as a resource for practice managers and physicians with denials and coding questions.
- Coordinates copies of medical documentation with physician charges to support billing to third-party payers.
- Resolves complex patient billing inquiries and problems.
- Greets patients and provides needed information.
- Schedules patient appointments for visits, procedures, diagnostic tests, referrals, and/or consultations.
- Registers patients and confirms, enters, and/or updates all required demographic data on patient and guarantor on registration system.
- Obtains copies of insurance card(s), forms of ID, and signature(s) on all required forms.
- Verifies information on appropriate accounts to determine insurance coordination of benefits, pre-certification/prior-authorization.
- Completes the Medicare Secondary Payer (MSP) questionnaire when applicable.
- Verifies insurance to determine coordination of benefits and obtains authorization and/or referrals as required.
- Screens for non-covered services and waiver of liability (ABN) through automated screening at time of service.
- Informs self-pay patients of liability due and prepayment requirements.
- Prepares estimate of procedures, calculates advance payment requirements on previous or bad debt and current balances.
- Refers potentially eligible patients to financial counseling and/or contract eligibility vendor(s).
- Refers complex or non-compliant patient financial issues to Clinic Manager or Revenue Service Center.
- Collects patient payments and provides accurate receipt.
- Posts payments in system.
- Reconciles receipts with cash collected and complete required balancing forms.
- Documents patient account notes for all interactions/transactions.
- Maintains department and/or individual work queues and reports as required.
- Prepares medical records for patient appointments by compiling information from various sources to include authorizations and non-Epic documentation.
- Accurately scans medical records as required for Medical Group or specialty office.
- Promotes mission, vision, and values of SCL Health, and abides by service behavior standards.
- Performs other duties as assigned.
- High school diploma or equivalent is required.
- One (1) year front office or revenue cycle experience in a healthcare organization is required.
- At least 2 years previous patient service representative experience is preferred.
- Interact with others by effectively communicating, both orally and in writing.
- Operate computers and other office equipment requiring the ability to move fingers and hands.
- See and read computer monitors and documents.
- Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.
- May require lifting and transporting objects and office supplies, bending, kneeling, and reaching.
