Lead Patient Svcs Rep - Outpatient Rehab - Acworth, GA (Full-Time)

Wellstar Patient Services Representative Lead

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

Day (United States of America)

Work Schedule:

Monday - Fridays

No Weekends

No Holidays

Shifts:

Early: 7:00 AM 3:30 PM

Mid: 8:00 AM 5:00 PM

Closing: 10:00 AM 7:00 PM (up to 2x/week)

Job Summary:

Functions in a working supervisory position overseeing front office Patient Service Reps focusing on customer service and day to day operations of the front office area. This includes understanding and supporting training and development of all Patient Service Reps, providing customer service support and service recovery when needed, overview through audits of quality and compliance of all functions completed by Patient Service Reps, and support the clinic supervisor through collaboration for planning and goal setting. The Lead will be cross trained in all functions to ensure the smooth operation of the Department. Local travel may be required.

Serves as a liaison between patients and physicians both by telephone and in person, as well as provides supervision of all PSR staff in the duties of facilitating patient visits and appointment scheduling for clinicians within the department. Handle appointment scheduling, answering incoming phone calls, cashiering, and patient check-in and check-out in a courteous and efficient manner and must ensure a pleasant experience for patients and visitors. The Lead Patient Representative oversees the PSR functions of and participates in interviewing patients and/or their representatives to obtain complete and accurate demographic, financial and insurance information, required for billing and collecting patient accounts. Conducts intensive screening of all Medicare, Medicaid and managed care patients for pre-certification requirements and provider service eligibility, prior to registration. Obtains all necessary customer consents/attestations.

Maintains a working knowledge of insurance benefits and coverage verification. Coordinates the collection of estimated patient liabilities, including co-payments. Responds to customer requests and answers questions regarding various service and account information. Analyzes and rectifies customer concerns using established procedures. Uses computer to access and/or update customer records.

Must be advanced in multiple clerical functions, including registration of new patients, completing new patient paperwork, taking minutes in staff meetings, and performing front office huddles, maintaining and entering data into spreadsheets, maintaining inventory of clerical/office supplies, ordering supplies in Lawson and working in the EPIC computer system.

Verifies and posts transactions. Follows established procedures for processing receipts, cash, etc. Sorts and files various documents. Assists with general hospital information and directions to departments within and outside the WellStar facility. Refers patients to financial counselor to establish financial arrangements to reduce financial risk for WellStar, helping to ensure that WellStar is reimbursed for its services.

In conjunction with assigned position, the Lead PSR is assigned to act as an extended resource to the Clinical Manager. This person possesses knowledge of their responsible area and must be able to execute on day-to-day workflows in agreement of the Clinic Manager. It is expected that the majority of the PSR Lead's daily work will be related to PSR duties and efficiency of the front desk on a day-to-day basis.

Core Responsibilities and Essential Functions:

The Patient Services Representative (PSR) Lead works in collaboration with the clinic manager to ensure successful patient experiences and clinic operation outcomes are successful. This position is responsible for successfully supporting all patient services representatives to be successful in managing clinic scheduling, patient check-ins, payment collection, and the overall team morale of the front office. In addition of this position maintaining the operational efficiency of front desk operations, they are also responsible for supporting the clinic manager in performance management and performance improvement of all patient service representatives in the clinic.

They support leadership in RCA when opportunities present themselves through continued overseeing of schedule or patient registration error trends. The PSR Lead oversees the weekly huddle for supporting the clinic manager in EPIC WQs (For claim edit and DNB) and sharing where schedule management is as far as new patient access, and current authorization management from within the clinic stands weekly. This ensures we are able to continue seeing patients as needed without breaks in care due to no availability or authorization coverage.

They will also fill in accurately and successfully as a PSR when staff is needed.

The expectations for the leads are to be able to oversee for all PSRs within the clinic (this includes the PRN who are filling in) and provide the following:

• Training and Development-specific to their clinic: The expectation of the lead is to continue to encourage training and cross training amongst all PSR staff. New staff will need to be audited and monitored to ensure accuracy throughout their ongoing onboarding.
• Set aside time to meet with the new PSR to review findings, to see what feedback the new PSR may have.
• Have weekly meetings with the new PSR until there isn't anything left to cover or review.
• Provide suggestions on ways to improve the processes currently being done inaccurately. The key is to have a conversation to ensure both the Lead and new PSR are communicating concerns constructively and in encouraging way. And to maintain an open dialogue with the clinic supervisor.

Customer Service and Service Recovery: The expectation of the lead is to find professional and effective resolutions to conflicts that may arise in the front office. These may come from patients or PSRs, but need to be handled in a calm, reasonable way to help de-escalate situations and feelings. The lead is expected to help resolve issues with the assistance, as needed, from the clinic supervisor or front office manager/regional manager.

• These conflict resolutions should always be shared with the clinic supervisor to ensure lead and supervisor keep open communication on any concerns happening in the clinic.
• Make sure all conversations regarding PSRs are held away from work area and in a private area. And do not discuss these issues with other staff, as it could be perceived as gossip.
• Provide service recovery at every opportunity with patients or other departments of who we would consider our customers.
• o I.E. There was a schedule error, and the patient is upset with not being able to see their specific therapist.
• o I.E.- We need to call a doctors office, or they are calling us regarding an order for a patient who has been waiting for a while to get scheduled.

Quality and Compliance: The expectation of the lead is to ensure quality registrations, audit logs, WQs are maintained by all PSRs and all forms are in compliance with WellStar requirements.

Daily Administrative Time for the duties below (Agreed time set aside approved by Clinic Manager and Area Manager):

• Daily 5 minutes huddle for front office staff: should be a quick check in on status of each PSRs responsibilities.
• All forms are accurately reviewed with the patient and signatures are being completed appropriately by both patient and staff.
• All WQs and logs are completed timely and good communication to the appropriate people for when there's a delay.

Efficiency: The expectation of the lead is to ensure the front desk runs efficiently. This is done by understanding the strengths and weaknesses of each PSR and being able to capitalize on their strengths and helping them work on improving their weaknesses.

• Wanting to place each PSR in a position to be most impactful with their skills, while making time to ensure they are being crossed train to cover other areas of where they would need to assist if another person is out.
• This will be determined by the lead, with assistance from FOC, Front Office Manager, and clinic manager

Planning and Goal Setting: The expectation of the lead is to assist and support the supervisor and manager in meeting goals set and helping with planning and executing new goals.

• To utilize and support the development plan to encourage growth in all areas to be a top performer.

Performs other duties as assigned Complies with all Wellstar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

• High School Diploma General or Associates Other-Preferred

Required Minimum License(s) and Certification(s):