Lead Patient Services Representative

Evergreen Health

The Lead Patient Services Representative provides support to the Patient service representatives . They collaborate with and support team members to ensure a patient focused approach to care.

As part of the Essential Functions for this role, Lead Patient Services Representative:

• Directly supervises Patient Service Representative’s (PSRs). Works in collaboration with the Director of Practice Operations in leading, coaching, and developing staff.
• Monitors staff schedules and arranges appropriate coverage for lunches, breaks and planned or unplanned time away.
• Monitors and reviews patient charts to ensure that PSR’s are adhering to all scheduling, registration and patient care protocols. Provides feedback and retraining to staff as needed.
• Maintains the ability to perform all functions of the PSR role and provides support and coverage as needed.
• Monitors the volume of incoming and outgoing phone calls per employee through the use of phone metrics dashboards.
• Monitors and evaluates staff performance in accordance with the Performance Policy. Holds routine check ins to address progress towards achieving performance goals.
• Deploys Provider templates in Medent and routinely monitors for scheduling errors.
• Documents provider time off requests in Medent and the Provider Time Off calendar. Addresses any appointment reschedules needed.
• Reviews Patient Access Reports and provides feedback and suggestions to improve patient access to care.
• Addresses incoming surgical clearance requests for Primary and Specialty Care and ensures patients are scheduled timely.
• Receives, tracks and maintains incoming referrals for New Primary and Specialty care patients using the Incoming Referrals Log.
• Assists with the onboarding process of medical providers, students, residents and, fellows and shadowing students.
• Ensure all patient-facing Front Desk paperwork is up to date, including but not limited to Welcome Packets, Consents Forms and Waiting Room Signage.
• Investigates and resolves provider change requests, patient complaints and service issues through Healthicity when applicable.
• Maintains an in-depth understanding of the Downtime Procedure and assists with converting to downtime-processes when necessary. Ensures Downtime Binder and all included forms remain up to date at all times.
• Submits office and kitchen supply requests on behalf of Primary and Specialty Care.
• Identifies areas for improvement in day to day work flows, and works in collaboration with Director of Practice Operations and multi-disciplinary team to roll out process improvements.
• Attends all meetings, training events, functions, special events, in-services or educational programs as required by Evergreen Health.
• Maintains appropriate communication and interpersonal skills with supervisors, staff, and patients to ensure coordinated efforts and provision of high-quality service.

Qualified Candidate will have an Associates degree and one (1) year of experience in the healthcare field -OR- High school diploma, or equivalent, and three (3) years of experience in the healthcare field. Must be able to communicate clearly and professionally in writing and verbally with a strong knowledge of medical terminology (preferred). Attention to detail and computer efficiency required. Experience with EMR (Electronic Medical Records) systems strongly preferred. Excellent typing and editing/proofreading skills highly desired. Ability to travel between office locations . Sensitivity toward cultural diversity, people living with HIV/AIDS and lifestyle and addiction issues essential.

Job Type: Full-time

Required education: Associates degree and one (1) year of experience in the healthcare field -OR- High school diploma, or equivalent, and three (3) years of experience in the healthcare field.

Preferred experience: Working in EMR systems

What Evergreen Health Offers You:

• Multiple comprehensive medical health insurance plans for you to choose from
• Dental and Vision coverage at no cost to you
• Paid Time Off package that equals 4 weeks of time in your first year
• 403b with a generous company match
• Paid parking or monthly metro pass
• Professional development opportunities
• Paid lunch breaks