Patient Services Representative / Team Lead

Description

JOB SUMMARY

A PSR III/Team Lead is a multi-skilled person trained to facilitate medical practice operations. A PSR III/Team Lead assists patients, the practice manager, physicians and clinical staff to ensure operational efficiencies. A PSR III/Team Lead provides operational leadership to other staff members under the direct supervision of the practice manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Identify yourself to internal and external customers by wearing your identification badge at all times.
• Greet patients with courtesy and respect. Answer questions and direct requests appropriately and efficiently.
• Schedule patient appointments within the prescribed protocol.
• Prepare charge tickets for the next day appointments.
• Verify all necessary referral and authorization information is in place prior to the appointment.
• Check-in patients, obtain pertinent information, copy and scan insurance cards as applicable, provide new patient forms, etc.
• Verify and update demographics and insurance in the practice management system at each patient encounter.
• Notify clinical staff patient has arrived and provide nurse with appropriate documentation and information for the visit.
• Collect all co-payments, deductibles and other monies owed at the time of service. Follow established protocol for receipt writing, cash collections, and nightly deposits.
• Complete deposit log at end of each day.
• Check out patient according to office protocols.
• Answer telephones promptly and in a professional manner according to Corporate customer service standards.
• Operate computer within the Corporate guidelines.
• Review all charge tickets and resolve any incomplete items.
• Properly tag and route charge tickets for MedPro.
• Maintain a ‘check and balance’ system by comparing charges to daily physician schedules.
• Manage schedule to ensure maximum utilization of available time slots.
• Utilize appropriate system, processing each referral according to office protocol.
• Verify patient appointment via telephone minimum of 2 days prior to patient appointment.
• Comply with corporate policies as directed, carrier policies, and other protocols associated with the medical practice.
• Prepare all pertinent information for scheduled appointments, according to protocol.
• Retrieve moneybag each morning.
• Key and release charges into the charge scrubbing system daily.
• Accurately load insurance information into the practice management system.
• Complete the Missing Service Report (MSR) in a timely manner.
• Accurately maintain the departmental schedules utilizing the Scheduling Maintenance system.
• Assist Practice Manager with front end denials as requested.
• Order necessary office supplies.
• Seek to anticipate departmental needs and improve office efficiency assisting other staff, as necessary.
• Verify all employee time records for payroll processing.
• Assist Practice Manager with departmental issues as requested.
• Set a positive example for other employees.
• Other duties as assigned.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold MCC’s Purpose, Values, and Vision.
• Abide by MCC’s Corporate Culture Responsibilities. 
• Perform other duties as may be assigned cheerfully and willingly.

Requirements

EDUCATION/EXPERIENCE REQUIREMENTS

• Minimum education requirement is high school diploma, or equivalent.
• Two (2) years of experience in a healthcare required.
• Previous Team Lead or supervisory experience preferred.
• Must successfully pass Patient Services Representative (PSR) training and can perform all responsibilities associated with PSR duties within 90 days of hire or transfer into position.
• Successful completion of insurance loading course and monitoring period within 90 days of hire or transfer into position is preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills.
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Displays computer proficiency (i.e. PC windows and MS Office environment) and ability to quickly learn new applications. Preferred ability of typing 40 cwpm.
• Proficient in use of English language both in written and verbal communication.
• Must be able to communicate with individuals of varying socio-economic backgrounds.
• Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Professional demeanor and recognition of privacy considerations for patients and families.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to 1/3 of the time
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time during an 8-hour workday.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.
• Must be able to work under stress and remain calm and professional.

WORK ENVIRONMENT

• Clinical front office environment.
• Exposed to frequent and constant interruptions in daily functions/schedule.  
• Must be available to customers and staff throughout the day.  
• May be required to work extended hours to meet department needs.