**Lead Patient Service Representative- Family Medicine Practice**

Primary Care Lawrence, Kansas Compensation **Commensurate with experience** *Welcoming all who need care*

Heartland is committed to attracting and retaining a diverse staff. Heartland will honor your experiences, perspectives and unique identify. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

Job title

*Lead Patient Service Representative Family Medicine Practice*

Reports to

*Clinic Manager Family Medicine Practice*

Status

*Exempt (Salaried)*

Job purpose

The Lead PSR assists the Clinic Manager in the supervision of PSR staff. The Lead PSR serves as a direct contact to address questions and concerns for PSR staff. Performs all PSR duties including patient scheduling, check-in and check-out, insurance verification, addressing patient calls, and data entry. Supports Clinic Manager in meeting productivity goals, ensuring a high level of patient satisfaction, and maintaining a high functioning team.

Duties and responsibilities

* Assists the Clinic manager in supervising, interviewing, hiring, training, and reviewing staff performance.

* Ensures effective front office patient workflow and is fully proficient in all PSR duties.

* Monitors staff management of check-in, check-out, and phone hub processes to ensure compliance with established procedures.

* Coordinates communication and scheduling of patients with partner entities including: DCCCA and the Lawrence Community Shelter.

* Problem solves and de-escalates situations arising with patients in the clinic or on phone calls.

* Assists in managing patient charts and correcting duplicate chart entries and incorrect demographic information.

* Works with Clinic Manager and other clinic leads to identify technical or adaptive issues arising within the Family Practice Clinic and develop solutions.

* Assists in reviewing clinician and staff schedules to ensure appropriate staffing and availability of patient appointments.

* Assists in templating of provider schedules when needed.

* Assists Clinic Manager in blocking care team schedules for provider time off, clinic closures, and staff meetings.

* Ensures communication of correct information and instructions to patient regarding sliding scale fee, insurance eligibility, and billing questions.

* Adheres to strict standards regarding patient confidentiality, informed consent, and disclosure as required by HIPAA, Kansas law, and agency policy.

* Provide support to audit processes, including BKD, HRSA, etc.

* Performs other duties as assigned by the manager, clinician, physician, or administrator at required clinical area.

Qualifications

* High school diploma or equivalent required

* Associate degree or higher preferred

* One year experience in medical facility required

* Supervision experience preferred

* Bilingual in Spanish preferred

Working conditions

* Sits and walks throughout the day

* Subject to many interruptions

* Job tasks are performed in close physical proximity to other people

* Requires working indoors in environmentally controlled conditions

Physical requirements

* Required to process data which requires attention to detail and high levels of accuracy

* Required to spend long hours in intense concentration

* Required to spend hours sitting and using office equipment and computers, which can cause muscle strain

* Required to read, write and speak English

* Requires sufficient hearing level to be able to effectively communicate with people directly or by telephone.

* Occasionally lift items weighing up to 5 0

Details

* Schedule: Full-time exempt.

Schedule may be altered by supervisor(s) as needed to allow for completion of expected duties of the position.

Location Lawrence, Kansas Compensation Commensurate with experience