What are the responsibilities and job description for the Lead Patient Service Representative position at WOMENS HEALTH SPECIALISTS SC?
Position Summary
The Patient Access Lead position role and responsibilities includes assisting the Patient Access Manager with the supervision of all PSR team members as well as professional development oversight of the PSR team. This position reports to the Patient Access Manager. The duties listed below are in addition to the job description outlined in the document WHS Patient Service Representative Job Description. The Patient Access Lead will interact with providers, team members, and other departments to accurately support daily operations to provide an exceptional patient experience.
Schedule
- This position is 5 days a week (Monday-Friday).
- The location for this position will include Meade Street, Madison Street, Encircle and Neenah.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Is a change champion and role model helping promote positivity and learning within the team.
- Interacts and communicates with patients and staff to enhance the patient experience and promote positive, welcoming work environment
- Ensure excellent customer service standards and professionalism are maintained by entire PSR team.
- Assist Patient Access Manager with the review, development, and implementation of process improvement.
- Monitors Patient Work Queues to resolve registration and insurance related situations and provide communication to other staff based upon notification alert. In addition, track trends in errors for performance improvement.
- Complete the Post Partum Scheduling Process according to current process.
- Review medical record requests and send to CIOX following current protocols.
- Be a subject matter expert for individual provider scheduling preferences.
- Under the direction of the Patient Access Manager, assist PSR Site Coordinators with orientation and training of new PSR’s.
- Under the direction of the Patient Access Manager, assist PSR Site Coordinators with orientation and training of new PSR’s.
- Under the direction of the Patient Access Manager, interact and work with the PSR Site Coordinators to continually review and update all training and process tools as needed.
- Assist the Patient Access Manager with the team schedule as needed.
- Assist other members of the organization with tasks as needed.
Minimum Qualifications (Knowledge, Skills, and Abilities)
Education and Experience
- High School Diploma or equivalent
- 1 year of patient access, registration, or healthcare customer service experience or equivalent required
- Strong understanding of health insurance and revenue cycle preferred
- 1 year of Epic experience preferred
- 2 years of prior leadership experience preferred
Knowledge
- Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Administrative - Knowledge of administrative and office procedures and systems such as word processing, managing files and records, designing forms, and workplace terminology.
- Management/Leadership – Overall understanding of management and leadership skills and techniques to provide appropriate oversight to staff, as well as promote positive engaging work environment.
- HIPAA – Knowledge of HIPAA regulations, clinic policy and the importance of maintaining patient confidentiality, including abiding by the minimum necessary access and disclosure.
- Education and Training - Knowledge of principles and methods for training, teaching and instruction for individuals and groups, and the measurement of training effects.
Basic Skills
- Active Learning- Understanding the implications of new information for both current and future problem-solving and decision-making.
- Active Listening- 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.
- Critical Thinking- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Ability to work independently in high volume, fast-paced, multi-tasking environment.
- Learning Strategies- Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
- Communication – Communication is essential to this position. Communication will occur between all departments and positions to ensure proper patient service. This position requires the ability to understand written sentences and paragraphs in work-related documents, the ability to talk to others to convey information effectively and the ability to effectively in writing as appropriate for the needs of the audience.
- Interpersonal skills – including coordination, instructing, negotiation, persuasion, service orientation and social perceptiveness.
- Time Management skills- Managing one's own time and the time of others.
Technical Skills
- Troubleshooting- Determining causes of operating errors and deciding what to do about it.
- Must be able to work standard office equipment; computers, fax machines, copiers, printers, telephones, etc.
Work Context
Communication
- This position will require communication between all staff and departments.
Role Relationships
- This position plays an integral role supporting all clinic operations.
Responsibility for Others
- This position does not have direct reports, but does provide daily operations support for each site.
Work Setting
- Prolonged periods of sitting at a desk and viewing/using a computer
- Prolonged repetitive movements of hands, fingers, and arms for typing and/or writing during work shift
- Climate controlled office.
Work Attire
- This position wears scrub pants and polo shirts that are provided.
- Closed-toe, professional foot ware required.
- A uniform jacket is provided
- A name tag is provided and required to be worn during working hours
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
- This position requires communication with team members to finalize decisions that could impact the team and/or practice.
- Role will have periods of fast paced work as well as periods of slower paced work
- Ability to read and view fine print
- Ability to reach, stoop, and bend to retrieve files and supplies to complete tasks
- Must be able to lift, carry or otherwise move and position objects weighing 10-20lbs at times
- Continuous use of the telephone to verbally speak to insurance companies and patients
- Must be able to handle high-stress situations with multiple tasks having similar deadlines
- Prolonged periods of sitting at a desk and viewing/using a computer
- Prolonged repetitive movements of hands, fingers, and arms for typing and/or writing during work shift
- Possible exposure to sharp objects and instruments.
- Possible exposure to communicable diseases, hazardous materials, and pharmacological agents.
Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.