Call Center Patient Representative Lead

Description

GENERAL SUMMARY

The Call Center Patient Representative Lead is responsible for guiding the front office team to better business outcomes. Duties include focusing on the constant improvement of customer service, process efficiency and effectiveness, lowering error rates and establishing daily protocols. The Lead must establish and maintain effective relationships with patients, physicians, and staff in order to accomplish these objectives

Requirements

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Provides ideas and suggestions for process improvements within the department.
• Monitors registration and scheduling, including insurance verification to ensure processing within prescribed quality standards.
• Acts as a training resource for new staff and a resource for coworkers, sharing process and workflow information.
• Ensures staff understanding and compliance of policies, procedures and expectations and assists in communicating any changes when applicable.
• Serves as first line of assistance to staff.
• Investigates and resolves patient, technical and workflow problems and escalates to manager for assistance.
• Helps coordinate and supervise staffing to ensure sufficient staff to cover all aspects of service.
• Assists manager with responsibilities that include interviewing, hiring, training, performance appraisals, and employee relations.
• Develops, coordinates, presents and participates in staff education and training programs including new system deployment and go-live support.
• Provides material and helps develop agendas for routine staff meetings. Maintains customer service objectives.
• Performs other position related duties as assigned.
• Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• N/A

KNOWLEDGE | SKILLS | ABILITIES

• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Customer-oriented with ability to remain calm in difficult situations.
• Skill in using computer programs and applications including Microsoft Office.
• Knowledge in healthcare systems operations such as EMR.
• Complies with HIPAA regulations for patient confidentiality.

EDUCATION REQUIREMENTS

• High School Diploma or equivalent required. Associate degree preferred.

EXPERIENCE REQUIREMENTS

• Minimum of 5 years’ medical practice experience dealing with patient insurance, patient demographics, precertification, medical records, and appointment information.
• 3 years' in a Lead PSR or similar medical business office position required.

REQUIRED TRAVEL

• N/A

PHYSICAL DEMANDS

Carrying Weight Frequency

1-25 lbs. Frequent from 34% to 66%

26-50 lbs. Occasionally from 2% to 33%

Pushing/Pulling Frequency

1-25 lbs. Seldom, up to 2%

100 lbs. Seldom, up to 2%

Lifting - Height, Weight Frequency

Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs. Seldom: up to 2%

Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs. Seldom: up to 2%