Lead Patient Services Rep - Contact Center(40 hrs/wk)

Job Summary Serves as the first point-of-contact for patients in a fast-paced call center. Utilizes exceptional customer service skills to coordinate patient care and provide an excellent patient experience. Responsibilities may include inbound and outbound call management in relation to patient registration and scheduling; payment processing and charge reconciliation; message and work queue management; facilitating pathway for patients needing RN triage; prior authorizations, medication refill management; referral management and other duties as assigned. As the Lead, this individual performs the same job functions as staff led on a regular basis; a lead assists the work team and provides oversight of work team on behalf of supervisor. Primary Duties Coordinates all aspects of patient scheduling to include creating initial and follow-up in-person and virtual visit appointments; rescheduling, cancelling, and managing self-scheduled appointments in a timely manner that meets the needs of the patient and optimizes provider schedules. Requests, confirms, and validates interpreter services to meet patient needs. Sets up and verifies active and contracted insurance coverage in multiple systems and/or educates patients on co-insurances/co-pays, self-pay, L&I, MVA, Medicaid, Medicare/Medicare Advantage, etc. Markets the benefits of the patient portal and assists patients with the enrollment process. Manages multi-line telephone system (incoming and outgoing). Follows guidelines to identify and direct patients calling with emergent/urgent symptoms to appropriate clinical staff for screening. Coordinates emergent or add-on patient care requests with clinical team and provider. Responsible for message management to include accurate and complete messages, may propose orders and coordinate communication with clinic staff. Manages various work queues and takes prompt action to respond to pending requests. Prepares and sends letters, portal messages or phone calls to communicate pertinent information and important patient outreach. Performs other duties as assigned. License, Certification, Education or Experience Required High School diploma or equivalent Two years of experience in a hospital, medical office, or healthcare insurance setting Prior experience training and educating staff Prior experience in a contact center, primary care, or specialty care Prior lead or leadership experience to include training, projects, etc. Knowledge of clinical/medical office procedures Ability to be flexible and relate well with others in a professional and pleasant manner Knowledge of medical records confidentiality Excellent interpersonal communication skills, including the capacity to communicate with a diverse range of individuals and dispositions Ability to problem solve, stay calm under pressure, and present oneself in a pleasant and professional manner when responding to inquiries from EH staff and patients (Ex. service recovery) Strong written communication skills, including ability to spell accurately and write legibly Ability to work independently, show initiative and work productively within a team environment Actively listen to and validate patient conversations. Employ de-escalating techniques as appropriate Ability to prioritize multiple tasks and ability to access, analyze and apply concepts associated with protocols, policy, and guidelines Keyboarding skills and working knowledge of Windows based software systems Desired Experience Previous experience in a medical reception or similar administrative role or experience providing direct clinical patient care such as working as Medical Assistant, Pharmacy Assistant, Radiology or Lab Technician, Certified Nursing Assistant, Surgical Assistant, etc. Knowledge of basic medical terminology/common medications Knowledge and experience accessing/verifying insurance coverage. Experience using Real Time Eligibility (RTE) and Payer/Insurance Portals Electronic Medical Record (EMR) experience, preferably Cerner or Epic Familiarity with HIPAA and other health industry compliance standards Benefit Information Medical, vision and dental insurance On-demand virtual health care Health Savings Account Flexible Spending Account Life and disability insurance Retirement plans (457(b) and 401(a) with employer contribution) Tuition assistance for undergraduate and graduate degrees Federal Public Service Loan Forgiveness program Paid Time Off/Vacation Extended Illness Bank/Sick Leave Paid holidays Voluntary hospital indemnity insurance Voluntary identity theft protection Voluntary legal insurance Pay in lieu of benefits premium program Free parking Commuter benefits #J-18808-Ljbffr