Patient Service Representative Lead

Overview

Major 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, including 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 and shifts staffing to accommodate peak patient volume hours. Assists with human resource responsibilities, including 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 used by all members of the healthcare team. Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems. Follows and ensures compliance with accrediting bodies to use identifiers to positively identify a patient prior to delivery of patient care to ensure patient safety.

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. Maintaining 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 ensure AAH remains compliant with government agencies and regulations (HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, ABN).

Obtains patient or guarantor signatures as required. May schedule patient appointments and 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, scheduling follow-up appointments, and providing after-visit summaries.

Maintains excellent public relations with patients, families, and clinical staff; demonstrates willingness to work collaboratively with others for concise and timely information flow. Proactively communicates issues involving customer service and process improvement opportunities to management. Creates a welcoming and professional environment by demonstrating extraordinary customer service. Greets patients and visitors and responds to routine information requests. Answers telephone, screens calls, and takes messages.

Offers assistance to patients, including arranging transportation, 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 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.

Licensure, Registration, And/or…