Lead Patient Service Representative

Description

DESCRIPTION: The Lead Patient Services Representative (L-PSR) is responsible for advancing the quality 

of healthcare by providing service to patients using the CARE delivery model of communication, data entry 

into the practice management and other data systems, and collecting patient payment information. The L-

PSR interviews patients, collects pertinent information required to maintain a complete registration in the 

medical record, is knowledgeable about the various funding sources and insurance plans. The L-PSR 

Works closely with Medical/Dental Assistants, the Lead Medical and/or Dental Assistant and supervisory 

staff in coordinating patient flow. In addition the L-PSR assists PSRs in the successful adoption and 

implementation of customer service and patient registration best practices as identified by the Front Office 

Manager; and helps compile and track clinic dashboard data. 

This position supports the organization's mission, vision, and values through excellence and competence, 

collaboration, innovation, respect, commitment to our community, and accountability and ownership.  

DUTIES & RESPONSIBILITIES: 

1. Consistently adheres to and/or exceeds SPLG’s communication guidelines and expectations with 

patients, peers, and supervisors. 

2. Greets every patient with a verbal greeting, eye contact and a smile. 

3. Communicates effectively by using welcoming words, proper tone of voice, appropriate body 

language, eye contact and smiling in patient interactions. Listens skillfully and displays a willingness 

and ability to acknowledge patient needs, expectations and values through the use of reflective 

listening and empathy conveyance. Responds to patient needs in ways that are helpful and beyond 

expectation. 

4. Collaboratively works with patients through SPLG’s communication guidelines to positively affect 

their health outcomes. 

5. Registers and orients all patients to clinic policies regarding services offered, appointment system, 

after hour’s coverage, collection policy, etc.  

6. Enters, reviews, and makes necessary changes to all patient registration information in the practice 

management system in accordance with established procedures. Ensures that all matters related to 

patient account information are handled confidentially, effectively, efficiently and in accordance with 

regulations and contracts. 

7. Assesses patient income or payer information, ensuring accuracy and completeness of 

documentation, collects amounts due in accordance with established procedures. 

8. Researches and answers any questions regarding account balances, bills, or correspondence on a 

patient's account in a timely and professional manner and with regard to patient confidentiality. 

9. Using proper phone etiquette answers incoming calls courteously and professionally, taking 

messages and directing them appropriately and screening calls requesting appointments for 

medical/dental urgency with the assistance of the Lead Medical/Lead Dental Assistant or designee. 

Contacts patients to confirm appointments and schedules appointment according to protocols. 

10. Under the direction of the Front Office Manager, serves as resource to PSRs in monitoring the 

successful adoption of patient registration changes/improvements around workflow, eligibility 

verification, documentation, etc. 

11. Under the direction of the Front Office Manager, serves as resource to PSRs in monitoring the 

successful adoption of customer service standards (e.g. CARE), including observing and evaluating 

staff in their customer service interactions. 

12. Prepares and collects daily clinic dashboard tracking sheets. 

13. Verifies daily cash collections and prepares to send to Finance. 

14. Monitors the capacity of provider schedules and communicates the status daily to provider teams 

and call center. 

15. Performs administrative tasks as needed to support the clinic operation including filing charts, pulling 

charts, entering charges, faxing, scanning or sending patient records, contacting patients to recall to 

clinic, opening mail, etc. 

16. In cooperation with the Medical/Dental Team and Finance Staff, researches and compiles 

information from various sources, preparing reports as required. 

17. Proactive in participating in industry best practices and corporate quality improvement initiatives 

18. Builds positive relationships with other staff, providers, and supportive departments to maximize 

accessibility of care to all patients. 

19. Adheres to the SPLG Mission, Vision, and Values, Standards of Conduct and HIPPA principles. 

20. Other duties as assigned. 

EMPLOYMENT STANDARDS: 

Knowledge of: standard office / registration / records procedures and protocols including insurance 

contract eligibility guidelines, medical terminology, computerized recordkeeping and use of standard office 

equipment. 

Ability to: Communicate sensitively, effectively and respectfully with people from different cultures and 

lifestyles; maintain effective working relationships with agency staff and outside organizational 

representatives. Uses basic math and spelling accurately; operate within a computerized medical system; 

navigate through the written medical record for input and retrieval or patient information and data collection. 

Requirements

MINIMUM QUALIFICATIONS: 

• High School graduate or equivalent 
• Fluent bilingual Spanish/English with cultural competence 
• Minimum of one year’s experience in medical office receptionist and/or records 
• Experience with computer medical entry 
• Excellent alphabetical and numerical skills for filing and payment processing 

PHYSICAL DEMANDS: 

• Standing, walking, sitting, typing, reaching, moving and/or lifting up to 25 pounds.

SALARY & BENEFITS:

Salary: $21.31 - $26.55 an hour

Employment Type: Full-Time

Benefits: available to all regular Salud employees working 24 hours per week. Part-time employees may receive some benefits on a pro-rated basis.

• Medical, Dental, Vision, and Life Insurance Plans
• Paid Time Off (PTO): 19 days per year
• Paid Holidays: 12 per year
• 401(k) Retirement Plan with employer contribution
• Voluntary Long-Term Disability

Additional Information:

• Employees on temporary assignments are eligible for holiday pay and California sick pay, both pro-rated based on hours worked.
• On-call employees are eligible for California sick pay, pro-rated based on hours worked.

**Salud is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Salud is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact the Salud Human Resources Department, [831-728-8250, and HRDept@splg.org].**

Salary : $21 - $26