LEAD PSR

Job Summary:

The Lead Patient Service Representative is an ambassador and point of contact for practices and patients in our community. This position serves as the primary point of contact for patients, acting as an information conduit between patient and provider practices and coordinating ancillary services associated with patient health care needs.

• Supports and promotes the mission and values of Covenant Health Ministry.
• LEAD RESPONSIBILITIES
• Role modeling professional workplace behaviors including being on time, showing consideration and respect for colleagues, and patients, and following through on tasks. Acts as a resource and provides education in qualified areas of expertise.
• Responsibility as delegated by practice leadership to assist the practice in meeting obligations to patients and assist in a strong and positive practice work culture.
• Demonstrates and always embodies ethical, confidential, and professional work behaviors. Tasks and responsibilities will be determined to meet the needs of the practice and will be adjusted to meet emerging needs.
• Lead the department’s effort to ask for and collect payment due at the time of service up to and including duties such as running estimates, copay collection, co-insurance collection, and past due amount collection.
• Tasks include:
  • Run daily practice huddles and update the huddle board.
  • Provider schedule management/ monitors provider utilization.
  • Daily DTAR.
  • Clerical Staffing Schedule and vacation requests. Enters float needs.
  • Supply ordering, inventory, and expiration checks.
  • Actively engaged in new hire orientation, as well as coaching & supporting new staff.
  • Runs and works the open telephone encounter reports. Ensures calls are answered.
  • Assists with staff callouts. API Timecard edits.
  • Epic templating as directed.
  • Monitoring in-baskets and work queues (claim, edit, referrals, unable to schedule, etc.).
  • Helps prepare and facilitate clerical staff meetings / assists with typing meeting minutes.
  • EOC Rounds/ DNV Preparedness.
  • Practice checks and audits.
  • First pass patient complaints.
  • Gives input on staff evaluations.
  • Monitors backlog of tasks (alerts manager when help is needed)
  • Assigns daily tasks to staff & follows up on tasks assigned to staff to ensure completion.
  • Follows up on quality gap lists and collaborates with quality improvement specialists.
  • Ensures staff are up to date on Health Stream and other required training.
  • Daily BCA checks
  • Ensure backup participation for ambassador meetings.
  • Communicating education and practice changes/updates.
  • Answering workflow and other process questions.
  • Actively engaged with Ensemble training and education.
  • Is a superuser/preceptor.
• Models AIDET behaviors.
• Welcomes patients, inquires to understand the reason for visit, and gathers demographics and insurance information.
• Communicates process and timeline, announces patient to nurse/MA, and follows up as needed.
• Manages patient appointments/physician schedules to minimize patient wait time and maximize patient flow and customer service.
• Schedules appointments according to patient preference
• Gather enough information to determine the priority of the visit and schedule the appropriate length of time.
• Call patients at least 48 hours in advance of appointment as a courtesy reminder
• Manages patient appointments/physician schedules to minimize patient wait time and maximize patient flow and customer service.
• Schedules appointments according to patient preference
• Gather enough information to determine the priority of the visit and schedule the appropriate length of time.
• Call patients at least 48 hours in advance of appointment as a courtesy reminder
• Manages patient appointments/physician schedules to minimize patient wait time and maximize patient flow and customer service.
• Schedules appointments according to patient preference
• Gather enough information to determine the priority of the visit and schedule the appropriate length of time.
• Call patients at least 48 hours in advance of appointment as a courtesy reminder
• Maintains required licenses, certifications, and competencies, and completes annual compliance courses on time.
• Other duties as consistent with this…