Head Patient Service Specialist

2 weeks ago


Lawrence, Kansas, United States Heartland Health Full time

Senior Patient Services Coordinator - Family Medicine

Heartland Health is dedicated to providing exceptional care and fostering a diverse workforce. We value the unique experiences and perspectives of our team members, creating an inclusive and equitable environment.

Position Overview

The Senior Patient Services Coordinator plays a vital role in supporting the Clinic Manager by overseeing the Patient Service Representative (PSR) team. This position serves as a primary resource for addressing inquiries and concerns from PSR staff while performing essential PSR functions such as patient scheduling, check-in and check-out processes, insurance verification, and data management.

Key Responsibilities

  1. Assist the Clinic Manager in supervising, interviewing, hiring, training, and evaluating PSR staff performance.
  2. Ensure efficient front office operations and maintain proficiency in all PSR tasks.
  3. Monitor staff adherence to check-in, check-out, and phone processes to comply with established protocols.
  4. Facilitate communication and patient scheduling with partner organizations.
  5. Resolve and de-escalate patient-related issues that arise in the clinic or via phone.
  6. Assist in managing patient records and correcting inaccuracies in demographic information.
  7. Collaborate with the Clinic Manager and other leads to identify and address operational challenges within the clinic.
  8. Review clinician and staff schedules to ensure adequate staffing and patient appointment availability.
  9. Support the Clinic Manager in managing schedules for provider time off and clinic operations.
  10. Communicate accurate information regarding sliding scale fees, insurance eligibility, and billing inquiries to patients.
  11. Adhere to strict confidentiality standards and comply with HIPAA regulations and agency policies.
  12. Support audit processes as required.
  13. Perform additional duties as assigned by management or clinical staff.

Qualifications

  • High school diploma or equivalent required.
  • Associate degree or higher preferred.
  • Minimum of one year of experience in a medical facility required.
  • Supervisory experience preferred.
  • Bilingual in Spanish preferred.

Working Conditions

  • Position involves sitting and walking throughout the day.
  • Work environment may experience frequent interruptions.
  • Job tasks are performed in close proximity to others.
  • Indoor work in a controlled environment.

Physical Requirements

  • Attention to detail and accuracy in data processing is essential.
  • Ability to maintain focus for extended periods.
  • Frequent use of office equipment and computers may lead to muscle strain.
  • Effective communication in English is required.
  • Ability to hear and communicate effectively with individuals in person and over the phone.
  • Occasional lifting of items weighing up to 50 pounds.

Schedule

This is a full-time exempt position with a schedule that may be adjusted by supervisors as necessary to fulfill job responsibilities.



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