Patient Service Representative Lead

Patient Service Representative Lead

Requirements

• High school diploma or GED
• Two years of experience in either Patient Access or any of the following related experience; general physician office support or billing office, insurance office, customer service/hospitality, or call center (any industry)
• Demonstrates the Advocate Health purpose, values and behaviors
• Demonstrated ability to effectively act as a resource to other teammates
• Ability to effectively communicate policies and procedures and provide coaching to teammates
• Demonstrated leadership skills such as delegation, team building, managing multiple priorities, problem solving, and decision making
• Analytical skills including the ability to facilitate data collection to be used for current operations and future planning
• Demonstrated ability to lead a team by motivating and facilitating teammate professional growth and development
• Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work
• Strong attention to detail and accuracy
• Excellent customer service skills in a variety of situations
• Excellent communication (written & verbal), customer service and interpersonal skills
• Ability to collaborate with physicians and clinical team members to ensure all patient needs are met
• Educate patients on the insurance coverage aspect of their care
• Interact with physicians and their staff to resolve issues related to the patient care
• Collect and manage payments including cash payments and follow security related to cash handling
• Strong understanding and comfort level with computer systems
• Understanding of basic medical and insurance terms and abbreviations typically used in a patient scheduling and registration process
• HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations
• General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers
• Excellent organizational skills

Responsibilities

• Oversees the daily activities of the patient service area to ensure department standards are met
• Educates staff of any changes pertinent to their roles
• Orders supplies according to budget guidelines and department needs
• Identifies staffing needs and communicates those needs to leadership
• Ensures all personnel department policies and procedures are followed
• Acts as a resource to patient services staff, which includes training/orienting, providing day-to-day work direction, and giving input on performance
• Assigns, monitors and reviews progress and accuracy of work, directs efforts and provides guidance on more complex issues/concerns
• May generate daily staff work schedules to provide maximum efficiency and patient throughput
• Shifts staffing to accommodate peak patient volume hours
• Assists with human resource responsibilities, which may include interviewing and selection of new employees, staff development, resolution of employee concerns, and employee engagement
• Assists in interpreting department policies and procedures and advises and updates staff on procedural changes
• May support payroll and time-keeping activities
• Creates the initial electronic health record that serves as the foundation of the patient medical record
• Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems
• Follows and ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care
• Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information; discusses and collects co-pays and other out-of-pocket patient responsibilities
• Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with the Health Insurance Portability and Accountability Act (HIPAA)
• Knows insurance basics and recognizes commercial and government plans
• Understands which plans AAH contracts with and when a statement of financial responsibility is needed
• Understands and discusses financial information and obligations with patients
• Knows how and when to refer patients to Financial Advocates
• Has knowledge of which rules, forms and questions must be enforced to make sure AAH remains compliant with government agencies and regulations
• May schedule patient appointments; may also coordinate cancellations, reschedules, wait list requests, and recall requests
• Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc.
• May perform visit closure, including checking out patients after their visit, scheduling follow-up appointment(s), and providing patients with the after-visit summary
• Maintains excellent public relations with patients, families, and clinical staff
• Demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information
• Proactively communicates issues involving customer service and process improvement opportunities to management
• Creates a welcoming and professional environment for our patients and visitors by demonstrating extraordinary customer service
• Greets patients and visitors and responds to routine requests for information
• Answers telephone, screens calls, and takes messages
• Offers various assistance to patients to include: arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc.
• Monitors and works assigned electronic health record work queues, following the department’s approved process
• Assists in directing and coordinating the daily operations of the Patient Access Services function
• Aids staff as necessary to ensure compliance with department policies and procedures
• Assists leadership with staffing oversight, key performance and reporting analysis, QA process and other duties as assigned

Preferred Qualifications

No preferred qualifications provided.