The Lead Patient Service Representative is expected to perform at a higher level or generally more complex job-specific responsibilities from a Patient Service Representative. The Lead Patient Service Representative greets patients and family members in person or over the phone in a professional and courteous manner. The Lead Patient Service Representative is an expert role in Patient Service and will function as the team leader. The Lead Patient Representative is responsible for intakes of new patients, scheduling of patient appointments, updating Health Insurance plans and making “cases” as needed, checking Dental managed care insurance to make sure Advantage Care is the dental home, answering phones and triaging calls in phone notes, inputting financial information to determine Sliding Fee, Collecting and posting payments, ordering supplies for health center, and other responsibilities as required by supervisor.

• Raise Patient Service Representative concerns in an appropriate and professional matter according to policy.
• Cover Patient Service Representatives absences and lateness.
• Assure that all Patient Service Representative functions are completed daily.
• Monitor provider schedule for cancellations /No-shows and work with Patient Service Representatives to fill appointments.
• Function as the point of contact in identifying complex systemic issues and either resolving or escalating to management for resolution.
• Train new Patient Service Representatives on workflows and procedures and act as a mentor to the team.
• Enter/update demographic information in required field of EMR and obtain photographs for EMR registration panel, e-mail addresses as needed.
• Obtain signed documents (e.g. consents, financial, advance directives, etc.) from patient and scan in medical record.
• Input financial information to determine Sliding Scale Fee.
• Check and call as needed; all insurances as to the patient’s eligibility including but not limited to Medicaid, Medicare, and third-party insurance.
• Verbally ask at each appointment if there are changes in insurance coverage, address, and phone numbers.
• Clear/monitor copier, shredder, and fax folder.
• Fax EMR documents as needed.
• Receive payments by cash, charge, or check and post payments.
• Check all front-end portal folders.
• Receive incoming calls from patients and schedule appointments.
• Confirm appointments for all new patients with personal phone calls.
• Ensure that the appointment master scheduler is accurately maintained and updated as necessary.
• Block in appointment schedules vacation/personal/meeting/etc. dates/times for providers
• Compliance with social distancing, adherence to PPE and infection protocols
• Performs other related duties as requested by supervisor.
• Deliver and pick up mail as needed daily.

• High School Diploma or Equivalent required
• Basic Life Support/AED certification required.
• Strong oral, written and organizational skills required.
• Prior experience coordinating activities in a fast-paced medical office or healthcare center, a plus.

Skills:

• Computer proficiency in all Microsoft Office Suite applications
• Knowledge of Electronic Medical Record (EMR), a plus.
• Ability to deal effectively with a variety of people and work in a team environment
• Excellent client and customer service orientation

Physical Requirements

• There is no physical demand for this position.