Lead Patient Service Representative

Job Overview

The Lead Patient Services Representative (L-PSR) is responsible for advancing the quality of healthcare by providing service to patients using the CARE delivery model of communication, data entry into the practice management and other data systems, and collecting patient payment information. The L-PSR interviews patients, collects pertinent information required to maintain a complete registration in the medical record, and is knowledgeable about the various funding sources and insurance plans.

The L-PSR works closely with Medical/Dental Assistants, the Lead Medical and/or Dental Assistant and supervisory staff in coordinating patient flow. In addition, the L-PSR assists PSRs in the successful adoption and implementation of customer service and patient registration best practices as identified by the Front Office Manager, and helps compile and track clinic dashboard data. This position supports the organization's mission, vision, and values through excellence and competence, collaboration, innovation, respect, commitment to our community, and accountability and ownership.

• Consistently adheres to and/or exceeds SPLG’s communication guidelines and expectations with patients, peers, and supervisors.
• Greets every patient with a verbal greeting, eye contact and a smile.
• Communicates effectively by using welcoming words, proper tone of voice, appropriate body language, eye contact and smiling in patient interactions. Listens skillfully and displays a willingness and ability to acknowledge patient needs, expectations and values through reflective listening and empathy conveyance. Responds to patient needs in helpful and beyond expectation ways.
• Collaboratively works with patients through SPLG’s communication guidelines to positively affect their health outcomes.
• Registers and orients all patients to clinic policies regarding services offered, appointment system, after‑hours coverage, collection policy, etc.
• Enter, review and make necessary changes to all patient registration information in the practice management system in accordance with established procedures. Ensure that all matters related to patient account information are handled confidentially, effectively, efficiently and in accordance with regulations and contracts.
• Assesses patient income or payer information, ensuring accuracy and completeness of documentation, and collects amounts due in accordance with established procedures.
• Researches and answers any questions regarding account balances, bills, or correspondence on a patient’s account in a timely and professional manner while safeguarding patient confidentiality.
• Using proper phone etiquette, answers incoming calls courteously and professionally, takes messages and directs them appropriately, and screens calls requesting appointments for medical/dental urgency with the assistance of the Lead Medical/Lead Dental Assistant or designee. Contacts patients to confirm appointments and schedules appointments according to protocols.
• Under the direction of the Front Office Manager, serves as a resource to PSRs in monitoring the successful adoption of patient registration changes/improvements around workflow, eligibility verification, documentation, etc.
• Under the direction of the Front Office Manager, serves as a resource to PSRs in monitoring the successful adoption of customer service standards (e.g., CARE), including observing and evaluating staff in their customer service interactions.
• Prepares and collects daily clinic dashboard tracking sheets.
• Verifies daily cash collections and prepares to send to Finance.
• Monitors the capacity of provider schedules and communicates the status daily to provider teams and call center.
• Performs administrative tasks as needed to support the clinic operation including filing charts, pulling charts, entering charges, faxing, scanning or sending patient records, contacting patients to recall to clinic, opening mail, etc.
• In cooperation with the Medical/Dental Team and Finance Staff, researches and compiles information from various sources, preparing reports as required.
• Proactive in participating in industry best practices and…