Lead Patient Service Representative

REGION Houston Area

CATEGORY Front Office/Admin

LOCATION Houston, Missouri City

STATUS Now Hiring External Candidates

Job Summary

Assists Nurse Manager/Facility Administrator in the administrative functions of Physicians PremiER. Assists Nurse Manager/Facility Administrator with compliance with HIPAA, accuracy, completeness, and security of patient information. Supports Nurse Manager/Facility Administrator with maintaining inventory and ordering non-clinical and front office supplies as needed. Greet and register patients for evaluation and treatment. Verify medical insurance and ensure payment due at the time of service is collected. Always maintain a clean and neat appearance.

DUTIES AND RESPONSIBILITIES:

• Assists Nurse Manager/Facility Administrator in preparing work schedules for the front office to ensure shifts are adequately covered at least one to two months in advance. Including making sure the schedule is distributed to employees in a timely manner.
• Communicates, trains and oversees all front office staff on policies and procedures.
• Assist the Nurse Manager/Facility Administrator in the hiring process for Patient Service Representatives as well as completing all new hire paperwork with employees.
• Provides appropriate orientation, training, and monitoring of front office staff to keep them aware of changes in protocols and practices.
• Regularly performs audits of charts to ensure all employees are meeting expectations and provides one-on-one coaching to those that are not meeting requirements. Reports any negative trends to the Nurse Manager/Facility Administrator for a performance improvement plan/ disciplinary action.
• Supports the Nurse Manager/Facility Administrator and System Business Manager with ensuring the facility's actions and resolutions are within Physicians PremiER policies and procedures.
• May be enlisted to sit as witness or included in disciplinary proceedings/discussions.
• Works with other members of administration and facility staff to ensure full compliance with all local, state, and federal regulations.
• Keep up to date with regulations and changes pertaining to insurance plans.
• Prepares for audits and site visits as well as responds to audit findings in collaboration with the Nurse Manager/Facility Administrator and System Business Manager.
• Provides front office registration duties such as greeting, verifying benefits, HIPAA consent forms, patient demographics, and payment receipts.
• Assists Nurse Manager/Facility Administrator with comprehensive feedback to support annual employee evaluations.
• Attends meetings scheduled by Nurse Manager/Facility Administrator and/or System Business Manager either in person or via phone/video.
• Scans and enters patient information/medical reports in patient files through E-Power.
• Enters patient/service census and survey data and assists the Nurse Manager/Facility Administrator with monthly calls as warranted.
• Submits monthly agenda items to the Nurse Manager/Facility Administrator for staff meetings related to front office issues.
• Provides medical records to other providers as requested with medical releases signed by the patient.
• Properly log payments and cash receipts as required.
• Maintains adequate levels of supplies for patients such as water, coffee, condiments, and snacks.
• Orders supplies as necessary in coordination with the Nurse Manager/Facility Administrator.
• Performs duties to ensure work area and restrooms are clean and free from hazards.
• Maintains confidentiality of patient and employee-related issues.
• Treats patients and their families with respect and dignity.
• Answers telephone in a polite manner and communicates, when necessary, transfers calls or information to the appropriate staff.
• Performs other duties as assigned and directed, which may be repetitive.

PROFESSIONAL REQUIREMENTS:

• Adheres to dress code, appearance is neat and clean.
• Reports to work on time and as scheduled.
• Works well under pressure; treats others with respect and consideration; accepts responsibility for his/her own actions.
• Responds positively to management direction and commits to long hours of work when necessary to reach the team and PPER's goals.

QUALIFICATIONS/REQUIREMENTS:

• High School Diploma/GED and/or the equivalent combination of up to one (1) year of experience in clerical support.
• Valid Driver's License.
• CPR Certification.

LANGUAGE SKILLS:

• Able to communicate effectively in English, both verbally and in writing.
• Additional languages preferred.

SKILLS:

• Basic computer knowledge.
• Patient/Customer service.
• Detail-Oriented.
• Multi-Task Oriented.