Lead Patient Service Rep Wound Care Clinic

Employment Type:Full time
Shift:Day Shift
Description:At Saint Alphonsus Health System, we are looking for people who are living out their calling. We want you to be passionate about coming to work, and challenged to achieve your potential. Living by these virtues, we pride ourselves on exceptional service and the highest quality of care.

We are looking for a highly motivated individual to support our Wound Care team as a Lead Patient Service Representative.

As a Patient Service Representative Lead, you will work in conjunction with physicians and clinical staff to take care of patients’ administrative needs and oversee the day-to‑day operation of all PSRs in the clinic setting.

The clinics are located at

1055 N. Curtis Rd. South Tower, 1st Floor, Boise,

4300

E. Flamingo Ave., Nampa

1050 SW 3rd Ave #1600, Ontario, OR 97914

You will work closely with the Practice Manager to provider leadership and direction to the PSR team, and coordinate PSR coverage in the clinic and personally provides assistance where needed. You will also support efficient clinic flow and communicate accurately and positively with team members, as well as working with the Practice Manager to ensure practice policies and guidelines are being met.

• High School Diploma or equivalent preferred.
• Minimum of 3 years of experience in healthcare preferred.
• Customer service experience required.
• Electronic health record (EHR) experience a plus.
• Experience with process improvement or lean philosophy preferred.

• Knows, understands, incorporates, and demonstrates the Organization's Mission, Vision, and Values in behaviors, practices, and decisions.
• Performs Lead duties including but not limited to orienting, mentoring, training, scheduling, and coaching employees.
• Assist the Practice Manager with monitoring work performance and provides input on performance evaluations.
• Creates schedules and manages time cards.
• Ensures staff are informed of and comply with written policies and procedures to support clinic.
• Promotes and fosters teamwork.
• Assists the Practice Manager with maintaining accurate employee files.
• Reacts in a timely manner to resolve patient complaints promoting customer service.
• Protects patients’ rights by maintaining confidentiality of personal and financial information and follows guidelines for HIPPA's regulations.
• Participates in network process improvement projects as needed.
• Assists with efforts to foster financial stewardship.
• Maintains business office inventory and equipment and order supplies.

• Acknowledges and greets patients immediately, providing a positive customer service experience.
• Registers the patient for appointment and completes paperwork.
• Verifies and updates patient and insurance information and completes insurance verification.
• Keeps patient appointments on schedule by notifying provider of patient’s arrival.
• Informs patients immediately of delays, explains why, and the anticipated wait time.
• Collects and documents patient responsible balances for visit, diagnostic testing, supplies, etc.
• Control credit extended to patients via a payment plan
• Follows Cash Control Policy and Procedure, and balances daily financial activities.

• Optimizes patients’ satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone.
• Handles multiple telephone lines and politely and effectively places calls on hold and returns calls per clinic standards.
• Verifies patient information and insurance and updates. Notifies patients to bring insurance cards, identification, and co-payment to appointment.
• Mails patient paperwork to new patients prior to appointment.
• Interacts with patients via Next…