Lead Patient Representative

Position Summary:

Key Functions & Responsibilities:

• Leads and trains Patient Representatives in their daily job responsibilities to assure efficient patient care
• Provides excellent customer service skills both to co-workers and patients
• Answers the telephone promptly, identifies him/herself and the center, refers calls to the appropriate area, and identifies and refers to urgent calls correctly.  Accurately communicates phone messages as needed.
• Makes and assists in scheduling return appointments, confirming the patient’s demographics, and updating it in the computer system as necessary.
• Registers patients. Calls patients to remind them of scheduled visits per center routine.
• Checks in patients as they enter the center, and identifies in the system whether they are an “Arrived”, “No-Show”, “Walk-In”, or a “Cancellation”.
• Notifies appropriate personnel of patient’s arrival (per center routine) and secures patients’ medical records for use by Medical Assistants.
• Monitors the status of reception areas, updating appointment status by end of the day, alerting clinical staff of unusually long patient waiting times, or obtaining assistance in any unusual situations including patient conflicts.
• Performs other clerical support functions; scanning, scheduling, and documentation of appointments or referrals, completes medical records release forms. Prints provider schedule the day before.
• Review the schedule the day before to better prepare needed registration updates to ask from the patient, such as; HIPAA, Consent to Treatment, MCHATS, ASQ, patient profiles, and any other paperwork as needed.
• Exhibits and promotes a standard of excellence in the performance of all duties and interactions with patients, co-workers, and outside contacts.
• Work with various programs such as dental, family planning, and behavioral health and follow the policies and procedures, workflows, and/or guidelines.
• Process billing and collections.
• Deliver any patient care instructions.
• Working on-site is an essential duty for the job.

EDUCATION AND EXPERIENCE:

• Minimum High School diploma, preferably an AA or BS degree.
• Must have at least one year of relevant work experience, preferably in a medical setting or an equivalent combination of training and experience to perform office routines and clerical support functions.
• Ability to maintain a high standard of customer service and observance of corporation protocol in a hectic and sometimes hostile situation.
• Excellent computer skills required, knowledge/experience with Electronic Medical Records (EMR) is a plus. 

OTHER SKILLS AND ABILITIES:

• Ability to speak and write English fluently.  Bilingual (English/Spanish) preferred.
• Must possess excellent communication and interpersonal skills to greet patients and visitors in person or over the phone, and to direct them accordingly.
• Ability to update patient information/forms, accurately communicate phone messages, and respond to visitors and callers as needed.
• Must have strong interpersonal and training skills
• Must be a role model by exemplifying Standard of Behaviors.
• Must have strong monitoring skills & leadership skills to be able to give direction in a team spirit
• Requires years of experience as a Patient Representative
• Internal candidates preferred