Lead Patient Service Representative

The Lead Patient Service Representative is responsible for supervising and coordinating the activities of the patient services department in a healthcare facility. They ensure that patients receive exceptional service, manage patient information, and facilitate effective communication between patients, medical staff, and other administrative personnel.

Essential Functions and Responsibilities

• Manage staff schedules, troubleshoot scheduling conflicts, and monitor overtime.
• Collaborate with Clinical Manager to implement and facilitate new processes to enhance operational efficiency.
• Work closely with the Clinical Manager to ensure timely billing and charge entry.
• Train new and existing staff to maintain consistency in front and back-office procedures.
• Greet and check-in patients in an efficient and professional manner.
• Maintain a well-stocked and organized desk and reception area.
• Scan patients' insurance cards and driver's licenses.
• Monitor patients in the reception area and communicate with them as needed.
• Handle patient check-out processes, including processing charges, collecting fees, and scheduling next appointments.
• Monitor past-due accounts and collect payments.
• Maintain and balance a personal cash drawer daily.
• Document new patient demographic information.
• Evaluate chart data for completeness and accuracy.
• Ensure compliance with HIPAA, State, and Federal regulations.
• Collect proper authorizations and/or referrals from patients.
• Assist other front and back-office personnel as needed.
• Maintain regular, reliable, and punctual attendance in accordance with company policies and departmental scheduling requirements.
• Perform all other duties as assigned.

Minimum Qualifications

• High school diploma or equivalent.
• Valid and active Driver's License.

Skills and Abilities

• Well-organized with keen attention to detail and strong task prioritization.
• Motivated to succeed with a positive and upbeat attitude, capable of working collaboratively.
• Excellent customer service and communication skills, both verbal and written.
• Conflict resolution, problem-solving, and critical decision-making abilities.
• Capability to manage multiple tasks simultaneously in a fast-paced environment.
• Extensive knowledge of medical and vision payers.
• Expertise in practice management/EHR software and patient intake software.

Physical Requirements

• May need to sit for extended periods of time while using a computer and/or telephone.
• Good vision is necessary for reading information on computer screens, documents, and customer information.
• Adequate hearing is essential for understanding customer inquiries and during conversations.
• Repetitive Movements such as typing, clicking a mouse, and using a headset.
• May need to walk up and down stairs.