Lead Patient Services Representative

Job Description

Job Description

POSITION SUMMARY:

The Lead Patient Service Representative (LPSR)  oversees and manages patient service representatives to maintain high levels of customer service and to ensure accurate patient registration. The LPSR will increase the patient’s experience and effective communication by providing excellent patient-centered customer service.   

Team members are expected to uphold the health center mission by assuring that patients receive health care that is competent, caring, and meets with a high degree of satisfaction. In addition, staff must support FPCSN's commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff.  

LOCATION:

This position is fully on-site at our Health Annex location: 6120B Woodland Ave. Philadelphia

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Supervise Primary Care Patient Service Representatives (PSR) 
• Ensure PSRs are following FPCSNs patient scheduling and registration policy 
  • Ensure that PSR’s are performing and documenting all required registration tasks (demographics, insurance eligibility, SSF assessment, consents, copay collection, and open balance review.  
  • Optimize scheduling and patient flow within primary care 
• Manage schedule for special populations and programs (ex: MAT, group homes, newborn, complex)  
• Ensure end-of-day reconciliation of the patient schedules/appointments
  • Ensure all appointments are reconciled 
  • Ensure all patient collections are correctly documented in the EHR 
• Assist in resolving registration, tablet questions/issues/workflow  
• Oversee document management at the site (scanning/faxing) 
• Handles performance issues and participates in feedback with staff members, including performance evaluations, discipline and commendations.  
• Provide administrative support including managing inventory of supplies, acquisition of equipment/supplies, oversee incoming and outgoing mail and other service issues that impact on the delivery of service in primary care (flyers, confirmation calls. 
• Report call center issues to Practice Manager  
• Liaison with transportation to ensure excellent communication, high quality patient care and patient/staff satisfaction 
• Manage PSR bucket to ensure all phone notes are addressed daily  
• Oversee task manager to ensure registration errors are corrected and tasks are completed 
• Coordinate on-site specialist’s referrals and schedules accurately 
• Perform PSR functions (approx. 60%)  
• Data reporting 
  • Provide regular data reporting to PSRs and PM 
  • Work with PSRs to develop corrective action plans to improve performance  

EXPERIENCE AND REQUIREMENTS:
Candidates should possess a diverse range of skills and experience including but not limited to:

Required Education and Experience

• High School Diploma/GED Minimum Education Needed
• 3 years of administrative experience in outpatient settings required 
• Previous experience with an Electronic Practice Management system 
• Experience with Medicaid, Medicare, MCOs payors; eligibility verification; payor portals 
• Experience with financial counseling with patients regarding copays, deductibles, sliding fee 

Other Qualifications 

• Good intermediate mathematics skills 
• Familiarity with medical terminology 
• Computer Competency with proficiency in word processing 
• High level of patience, courtesy, and concentration 
• Outstanding interpersonal skills 
• Attention to detail 
• Outstanding verbal and written communication skills as well as listening skills 
• Ability to work well in a team 
• Exemplary problem solving and conflict resolution skills 
• Unconditional ability to maintain patient confidentiality  
• Exemplary organizational skills and ability to prioritize 
• Exhibit behaviors that align with FPCSN’s organizational values, mission, and beliefs and avoid displaying behaviors that are in opposition to those values 
• Support FPCSN's commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact   with the organization, including children, adults, families, caregivers, and staff. 
• Demonstrate cultural competence/proficiency in interactions with others by treating co-workers, colleagues and those receiving service with respect and fairness at all times. 
• Ability to build and maintain positive and professional relationships based on respect, trust, and safety.  
• Ability to create space for staff and those we serve to feel physically and emotionally safe. 
• Ability to support individuals on their paths to recovery and healing and resist re-traumatization of staff and patients. 

Lifting Requirements

LIGHT –  Exerting up to 20 pounds of force frequently, and/or negligible amount of force constantly to move objects. The use of arm and/or leg control requires force greater than sedentary, but worker still sits majority of time.

Physical Requirement

• Stand or Sit (stationary position)
• Walk
• Use hands or fingers to handle or feel (operate, activate, prepare, inspect, position)
• Climb (stairs/ladders)
• Talk/Hear (communicate, converse, convey, express/exchange information)
• See (detect, identify, recognize, inspect, assess)
• Pushing or Pulling
• Repetitive Motion
• Reaching (high or low)
• Kneel, Stoop, Crouch or Crawl (position self, move)

EQUAL OPPORTUNITY EMPLOYER:

Equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, gender identity, sexual orientation, national origin, genetic information, and veteran or disability status.

VISA SPONSORSHIP:

FPCSN does not provide Visa Sponsorship. All candidates must be US Citizens and/or authorized to work in the United States without Sponsorship.

ORGANIZATIONAL COMMITMENT:

FPCSN is committed to maintaining a professional and welcoming environment for all staff and patients. We support continuous learning and team development that enhances cultural understanding, service excellence, and workplace collaboration.