Lead Patient Service Representative

Job Description

Job Description

SOS is looking for a Lead Patient Service Representative to join our team!

Monday-Friday 7:30am-4pm

General Description

The Patient Service Lead is responsible for practicing efficient check in and scheduling, utilizing resources given and following established protocols that meet our high standards of patient care. The Team Lead monitors work schedules, serves as a role model to other staff and assists the manager with day to day scheduling of staff, problem-solving, training of new staff and ensuring staff are abiding by set processes and use of technology , providing guidance and support as needed.

Essential Duties and Responsibilities:

• Directs day to day assignments and monitors daily workload and productivity levels and reports info to manager. Ensures that office is staffed appropriately.
• Books, coordinates and reschedules patient’s appointments and relays necessary messages to staff for continued productivity and communication within the office.
• Properly performs all patient service representative tasks along side team and acts as a resource for others.
• Assists staff in understanding/implementing front office policies and procedures and bringing feedback to the immediate supervisor to evaluate their effectiveness.
• Assists with new procedure training to new or seasoned staff as necessary.
• Serves as a role model and helps resolve staff problems supporting a teamwork environment with others
• Assists staff members with patient questions if needed and investigates and resolves customer complaints
• Ensures that patients are treated courteously by office staff and helps to maintain a positive customer service atmosphere and oversees other visitors are screened and properly directed.
• Ensures that requests for patient information are handled promptly and effectively.
• Works with other clinical, billing and management staff to ensure efforts are coordinated, errors are prevented and high-quality patient care is provided.
• Supplements office staff as reception tasks permit by assisting with photocopying, computer input/typing, scheduling, scanning, and faxing.
• Provides manager with input on employee performance appraisals.
• Approves time for payroll for department’s employees in supervisor’s absence, or at the supervisor’s direction.
• May take call ins from other staff in supervisor’s absence, and arrange coverage as needed
• Adheres to all Syracuse Orthopedic Specialists policies and procedures
• Must be willing to travel to another location providing coverage and leadership support.
• Other responsibilities as needed

Qualifications:

• High School Diploma or GED equivalent
• Minimum of 2-3 years of customer service experience including two years of medical reception experience.
• Knowledge of health insurance policies and requirements
• Knowledge of reception tasks, organizational policies and procedures
• Experience with EMR/EHR systems
• Knowledge of medical practices and terminology
• Exceptional written, verbal and interpersonal communication skills;
• Highly organized with strong attention to detail;
• Quick thinker with ability to pivot in a fast-paced environment;