Lead Patient Service Representative

Our Culture: Why work with us?

Joining Outer Cape Health Services isn't just about taking on a new role; it's about embracing a mission that goes beyond the day-to-day. Here, you become part of a dedicated team committed to safeguarding and nurturing invaluable community health resources. Our ethos is built on creating a vibrant and inclusive workplace where every team member is valued and recognized for their unique contributions.

Who We Are:

Our mission is to provide a full range of primary health care and supportive social services that promote the health and well-being of all who live in or visit the ten outermost towns of Cape Cod.

OCHS now cares for more than 18,000 patients annually, and no one is denied access to services due to an inability to pay. Founded in 1987 through the merger of Health Associates of Provincetown (established in 1972) and the AIM Medical Center in Wellfleet (established in 1966), Outer Cape Health has a long history of successful growth and expansion in pursuit of this mission. As a Patient-Centered Medical Home, OCHS holds itself to the highest standards. Ensuring patients have access to care when they need it and request it, and validating that staff are working at the top of their licensures, are foundations of this model.

Our Core Competencies:

At Outer Cape Health Services, our core competencies are the foundation upon which our organization is built, guiding us in our mission to deliver exceptional health services to our communities. Our focus on fostering teamwork ensures that we operate as a cohesive unit, valuing each member's contribution and working synergistically towards common goals. Integrity and honesty stand at the heart of everything we do, creating a culture of trust and respect among our team and the communities we serve. Embracing technology, we continually seek innovative solutions to enhance our services and operations. Finally, being patient-centered, we prioritize the needs and well-being of those we serve, striving to exceed expectations and make a meaningful difference in their lives.

A day in the life of this role:

The Lead Patient Service Representative (PSR), in conjunction with the Clinic Practice Manager and the Director of Operations, oversees the smooth daily operations of the front desk and PSR staff. The Lead ensures that each patient encounter is accurate, professional, and patient-friendly. The Lead also ensures that staff maintain smooth operations of telephone encounters, receiving, registering, and directing patients and visitors, scheduling appointments, and performing related clerical and data entry work

Summary of duties:

• Always maintains patient confidentiality and ensures that staff do the same.
• Ensures that all staff follow HIPAA guidelines.
• Serves as a role model to staff for patient/customer service and organization of daily work routine. Oversees patient reception, registration, and appointment scheduling.
• Collaborates with PSR staff in the Health Center and assists in developing their customer service skills.
• Participates in staff training.
• Develops and distributes daily and weekly work assignments and schedules to PSRs.
• Ensures that the PSRs assist patients in accurately completing the Patient Registration forms, obtaining appropriate insurance cards, and informing patients when a referral is needed.
• Refers patients who may not have insurance to the clinics' Healthcare Access Specialists and may educate patients about their financial responsibilities.
• Responsible for various insurance and financial functions such as:
  • Verifies that correct insurance standards are applied to each encounter.
  • Runs insurance eligibility verifications.
  • Ensures that all encounters are complete and accurate for billing.
  • Ensures all co-payments and/or past due balances are received at the time of visit.
  • Prepares deposit daily and reports on specified cadence.

• Continuously monitors physician schedules for utilization and makes sure that staff are aware of available appointments.
• Regularly monitors work area and environment.
• Works with Lead PSR at other OCHS site(s) to operationalize processes to the maximum possible level. Covers for other Lead PSRs for vacation, illness, etc.

• High School degree, or the equivalent
• 3 or more years’ experience in an administrative support role.
• Must have the ability to deal with the public in stressful situations and work positively with a wide variety of staff.
• Must be able to complete tasks accurately and focus on many responsibilities in a busy primary care clinical environment.

• Occasional lifting/carrying up to 15 lbs
• Use of and/or subject to vehicle and light equipment

• Functional knowledge in Microsoft - Word, Excel and Project Management
• Problem-solving
• Interpersonal skills
• Results-oriented and attention to detail