Patient Services Representative - Lead

Job Summary:

Patient Services Lead perform a variety of clerical and administrative tasks in accordance with clinic and hospital policies and protocols, as well as federal, state, and local regulations applicable to the clinic, including absolute confidentiality of all patient related information in compliance with HIPAA guidelines. This position is responsible for all aspects of patient registration, patient scheduling and clinic office related tasks outlined in the essential functions below. Additionally, this position is responsible for effective communication between healthcare providers, staff, patients, pharmacies, and other healthcare offices via oral and written communication and documentation. This position requires daily collaboration with all Gritman clinics, staff from other departments, and other healthcare offices to achieve success and support the values and the goals of the organization. The below Essential Functions are subject to change based on the organizational needs and to ensure with the ever-changing environment of healthcare.

Job Requirements:

Minimum Work Experience

Must have proficient experience working with computers.

Skilled knowledge of basic office functions such as message taking, cash drawer balancing and data entry.

Prior education and/or experience in a medical office required (minimum of one year).

Prior supervising experience encouraged.

On the job training is provided.

Required Skills

Excellent customer service skills, excellent written and verbal communication skills, positive attitude, and must support and demonstrate the Gritman Way values and behavioral standards. Must have the ability to work closely with others, have a pleasant attitude at all times and be willing to exceed the expectations of patients, visitors, and providers and co-workers. Must be able to work and complete tasks with little supervision and critical thinking. Ability to navigate and utilize computers programs and multi-line phone system. Demonstrate flexibility and respond to changing situations and workflows.

Minimum Education

High school diploma or equivalent.

Required Licenses

Valid Driver's License and auto insurance required, or other means of transportation to drive from clinic to clinic, in the event you are needed in another clinic.

Essential Functions:

Specific Daily Job Duties:

Greet patients and visitors in a warm, friendly manner making them feel valued.

Protect patient rights by maintaining strict confidentiality of personal health and financial information.

Maintain accurate and complete patient registration, charts, insurance information by obtaining, recording and updating information as appropriate.

Scheduling of appointments adhering to clinic and provider preferences.

Obtaining appropriate and complete information from patients to assist clinical team in ongoing care through phone notes and other avenues of communications.

Maintain balanced cash drawer as patient payments are collected.

Maintain office and lobby cleanliness standards. Sanitize using proper protocol throughout the day and after contagious patients are seen.

Assist overall function of office by monitoring front desk area, waiting room/lobby for safety, security, privacy and/or patient concerns.

Work effectively in a team environment.

Adhere to all clinic and hospital policies and procedures.

Proficient in all major functions of EMR and related computer programs and can effectively train new staff, give workflow recommendations and implement best practices in a positive and supportive environment.

Assists patients in navigation of patient portal and assist in process improvement to ensure patient usage.

Proficient in Patient Services Representative I and II job responsibilities.

Trains and on-boards new front desk, phone room and door greeter staff.

Responsible for maintaining lobbies and work areas for safety and professional appearance.

Is a resource for current staff in following and performing clinic and hospital workflows.

Works collaboratively with IT staff and computer programs to problem solve and improve work flows.

Rounding on Patient Services Representatives and Door Greeters.

Assist with provider templating and scheduling as needed.

Maintains project folders and assign tasks during downtime.

Monitors call queue and/or lobby for patient volume.

Presents at monthly staff meetings and assists with on-going training of staff.

Develops and maintains relationships with providers and clinical staff.

Confirms that incident reports are completed.

Establish PSR work schedules and review time off requests.

Liaison between all Patient Services Representative staff.

Assisting in performance evaluation and discipline of employees.

Review and approve scheduling, phone notes, communications to ensure staff compliance with best practice workflows.

Participate in recruitment process.

Implement chart audits to ensure Patient Service Representatives are compliant in daily workflow.

Willing to fill in at other clinics when needed as direct by supervisory staff.

Works closely with Patient Services Supervisor to ensure excellent patient care and is willing to accept additional duties as assigned including maintain office supplies, ordering, sorting of mail, patient assistance program, etc.

Seeks and attends professional development opportunities.

Organizational Expectations:

Provide a positive and professional representation of the organization.

Promote culture of safety for patients and employees through proper identification, reporting, documentation, and prevention.

Maintain hospital standards for a clean and quiet environment.

Maintain competency and knowledge of current clinic and hospital standards of practice, trends, and developments in related scope of job role or practice.

Participate in ongoing quality improvement activities.

Maintain compliance with organization’s policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards.

Comply with organizational and regulatory policies for handling confidential information.

Demonstrate excellent customer service through his/her attitude and actions, consistent with the standards contained in The Gritman Way.

Functional Demands:

Population Served

Neonatal, pediatric, adolescent, adult, and geriatric. All genders, race, ethnicity, sociopolitical and socioeconomic demographics, marital and sexual preferences groups, developmental and physical abilities, religions, and nationalities served.

Environmental Conditions

Indoors. Exposure to limited amount of outdoor environment when sitting at front desks. Exposure to ice and snow during winter months when entering/exiting building and ensuring entrances are clear and de-iced for customers and visitors. Exposure to public germs and viruses.

Physical Demands

Fast paced office environment that requires the ability to prioritize as the situations occur. Some lifting (<35 lbs), reaching, pushing, pulling, twisting, bending, stooping, kneeling, up and down from computer to other equipment, typing, reading small print, reading computer screens, sitting and standing are required for this job. Requires corrected vision and hearing to normal range, constant talking, hearing, and seeing to interact with patients, visitors, and staff.