Lead Patient Services Representative

Howard Brown Health is a nationally recognized leader in LGBTQ+ health and wellness. Our commitment to inclusive and affirming care has made us a cornerstone of the Chicago community. At Howard Brown, we believe in providing holistic, patient-centered care that empowers individuals and enriches lives.

Why Join Us?

• Be part of a mission-driven organization dedicated to health equity and social justice.
• Work in a supportive, inclusive, and culturally competent environment.
• Access to continuous learning opportunities and professional development.
• Comprehensive benefits package.
• Contribute to groundbreaking health initiatives and research.

Benefits

• Employer-sponsored health, dental, and vision insurance with two PPO plans and an HMO plan.
  • BCBS HMO, PPO, and PPO Select Plans
  • BCBS Dental

• • • BCBS Vision
  • Paid Time Off:
    • 3-weeks paid vacation and 1-week of personal time
    • 12 accrued sick days per year
    • 10 paid holidays, including Juneteenth
    • PTO Exchange allows employees to turn unused PTO into liquid assets
  • 401k program with up to 5% employer match after 90 days
  • Employer-paid basic life insurance valued at one times the annual salary
  • Voluntary Life and AD&D, and Short-term and Long-term disability
  • Pre-tax commuter and parking benefit account
  • Flexible Spending Accounts for healthcare and dependent care
  • Tuition Reimbursement and Student Loan Forgiveness Programs; NHSC & PSLF
  • Employee Assistance Program with 5 employer-paid counseling sessions
  • 50% off at Brown Elephant Resale Shops and discounts at local businesses

SALARY: The position's hourly rate is $24.62/hour

POSITION SUMMARY:

A Lead Patient Services Representative (Lead PSR) leads and supports the PSR team in providing a variety of reception and administrative services for clients, patients, and visitors, under the direction of the Practice Manager. A Lead PSR supports the onboarding and training of new hire PSRs, provides training on new processes or procedures to the PSR team, and training updates as needed. This role is instrumental in maintaining an efficient and effective appointment and visit flow for all clients/patients by ensuring that client/patient needs are met throughout the entirety of their visit.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

(Duties that occupy a major portion of time and importance in the job)

• Provides support and leadership to the PSR team in the successful execution of all administrative and reception duties and responsibilities performed by PSRs.
• Greets and provide guidance to all Howard Brown Health (HBH) visitors with professionalism and creates customer loyalty.
• Notifies HBH staff of all visitors, takes messages, and provides basic referral information within the scope of knowledge and training.
• Screens patients and visitors for COVID-19, Monkeypox (MPV) and any other emerging infectious diseases by taking temperatures and asking appropriate screening questions.
• Collaborates with the Practice Manager in the creation and distribution of PSR weekly/monthly work schedules.
• Provides training on new processes, procedures, and workflows to the PSR team, and training updates, as necessary.
• Provides onboarding and training to new hire Patient Services Representatives.
• Records demographic, billing, and insurance information into the electronic medical records (EMR) system.
• Conduct financial assessments for patients applying for Sliding Fee, as described in the policy and procedures.
• Verifies insurance benefits for all new patients, and current patients on an annual basis and/or upon change of insurance coverage.
• Collects payments on patient account balances in the EMR, co-payments, and all applicable fees at time of patient/client visit.
• Schedules appointments for client/patient care including all follow-up appointments.
• Provides support for all PSR team training, coaching, and development needs by auditing PSR productivity.
• Ensures that all patients and visitors follow appropriate PPE regulations and guidelines when entering the building and throughout their visit.
• Provides excellent customer service and answers all client, patient, and visitor questions and/or refers them to appropriate parties.
• Checks all patients in and out using the EMR system.
• Distributes and receives registration packets for clients and patients.
• Identifies uninsured patients and facilitates patient access to support services in collaboration with other HBH departments and troubleshoots insurance-related issues.
• Reviews, scans, and uploads identification and insurance cards for all visits.
• Ensures patient compliance with an agreed payment plan.
• Develops familiarity with Howard Brown Health’s program and funding sources, and communicates and enforces eligibility requirements to clients.
• Participates in agency-wide quality assurance and improvement, as needed.
• Maintains an efficient flow and timeliness of client/patient appointments and moves patients through each step using the EMR system.
• Maintains balanced cash banks for collection of patient payments in cash.
• Monitors claims error work queues related to missing/erroneous patient registration data to improve claims submission rate and collections.
• Maintains established department and billing policies, procedures, objectives, quality assurance, safety, environmental, and infection control and suggests revisions for process improvements.
• Participates as a team member with Medical Services staff and attends Medical Services meetings and continuing education in-services.
• Participates in the emergency preparedness plan as indicated in policies and procedures.
• Provides coverage for PSRs during paid time off and other absences, as necessary.
• Performs related duties as assigned.

QUALIFICATIONS, KNOWLEDGE, & SKILLS REQUIRED:

Education:

• High school diploma/GED or equivalent is required. A Bachelor’s degree or higher in a medical/ healthcare or related field may substitute the required experience on a year-for-year basis

Experience:

• 6 or more years of experience working in a customer service-related role is required.
• Experience working in a supervisory role is required.
• Experience with electronic medical records system(s) and/or medical data entry is required.
• Experience with Microsoft Office and/or data entry is required.

Knowledge, Skills, and Abilities:

• Ability to safeguard the confidentiality of medical charts/records, and comply with all local, state, and federal laws pertaining to medical records and protected health information
• Knowledge of and ability to comply with all HIPAA and other privacy and security regulations
• Excellent oral and written communication skills
• Ability to adhere to Howard Brown Health core values and customer service expectations
• Ability to travel between centers is required

Preferred:

• Medical Administrative Assistant certification is preferred.
• Illinois Notary Public is preferred.
• Knowledge and experience working with clients living with HIV and with diverse communities is preferred.
• Experience in linkage to care or case management is preferred.

ADA SPECIFICATIONS

(Physical demands that must be met in order to successfully complete the essential functions of the job)

• Requires ability to speak audibly and listen actively.
• Requires ability to use computers, telephones, and other office equipment.
• Requires ability to sit for extended periods of time.
• May require occasional bending and lifting up to 25 pounds.
• May require periodic travel.

EQUAL OPPORTUNITY STATEMENT
Decisions and criteria governing the employment relationship with all employees at Howard Brown are made in a non-discriminatory manner, without regard to race, color, creed, religion, national origin, sex, marital status, pregnancy, disability, sexual orientation, gender identity, veteran status, age, FMLA status, or any other factor determined to be unlawful by federal, state or local statutes.

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.