Job Summary:

The Lead Patient Services Representative oversees the administrative duties and operational efficiency of the facility. They are responsible for moving patients through the check in and checkout process, for managing patient complaints, and for ensuring the office is well-organized.

Position Expectations and Responsibilities:

1. Provide a courteous professional working environment
2. Depending on the business need, provide operational oversight to a location in the absence of the Center Manager
   1. Including the completion of end-of-day processes
3. Escalates employee relations issues to Regional Director of Operations for guidance
4. Maintain effective communication with patients, coworkers, and supervisor
5. Maintain efficient patient flow
6. Update patient demographics
7. Interview patients for sliding fee scale services and update eligibility
8. Verify insurances and set eligibility dates in system
9. Call and remind the patients to bring in missing information to their appointment
10. Collect payments and patient responsible balances
11. Post charges to patient’s accounts
12. Scan and import demographic and clinical documentation into patient charts
13. Schedule appointments as needed
14. Monitor patient schedule to accommodate walk-in patients
15. Direct patients to the proper department for assistance
16. Operate office equipment, i.e. fax, copier, computer, credit card, and check machine
17. Provide copies of patient medical records as requested
18. Contribute and enhance the positive image of the front office operations
19. Collaborate with the department leadership to help facilitate staff development and overall team building
20. Make the necessary billing corrections
21. Traveling to different True Health locations to provide departmental support

1. Collaborate with community partners to facilitate patient care within all locations
2. Participate in special projects aimed at maximizing the overall departmental efficiency
3. Other responsibilities as assigned

Minimum Qualifications:

1. High School Diploma or equivalent
2. Minimum of one-year medical office management experience

Knowledge, Skills and Abilities:

1. Customer friendly attitude
2. Knowledge of ICD-10 & CPT codes
3. Money and balancing skills
4. Knowledge of bank deposits
5. Good communication skills
6. Able to function effectively under stress
7. Good evaluative judgment
8. Computer literacy
9. Able to perform accurate data entry
10. Ability to work independently and well with others
11. Ability to multi-task

Additional Qualifications:

1. Bilingual a plus (Creole, Spanish)

Physical Requirements:

1. Ability to sit and view a computer screen for extended periods of time
2. Ability to perform repetitive hand and wrist motions for extended periods of time
3. Ability to handle and/or feel objects, tools, etc.
4. Ability to frequently walk, stand and reach with hands and arms
5. Ability to occasionally climb, balance, stoop, kneel, crouch or crawl
6. Ability to occasionally lift and/or move up to 25 pounds
7. Vision abilities must include vision, color vision, depth perception and ability to adjust focus

Relationship Reporting:

Reports to the Regional Director of Operations