Lead Patient Service Representative

Under the direction of the Practice Administrator, Responsible for all clerical support activities within the medical office setting, including but not limited to, front office supervision, patient registration, scheduling of patient appointments, check-in and check-out, answering and making telephone calls, communicating with patients, co-workers, administration, physicians and external vendors and suppliers.

Additionally, this individual is responsible for non-clinical special projects that support the strategic growth of the practice including but not limited to, marketing, website management, space enhancements, etc.

Duties and responsibilities

• Guides daily workflow and assigns tasks to other patient service representatives
• Performs all competencies for the core patient services representative and works side by side with other patient services representatives on a daily basis
• Communicates and collaborates effectively with practice administrator, other supervisors and physicians
• Perform monthly employee audits to evaluate and monitor patient service representative's job performance
• Complies with and supports all AZCCC policies and procedures
• Practices and encourages effective cost containment measures by economical use of equipment, supplies, and personnel
• Promotes positive patient relations and strives to achieve patient/family satisfaction
• Ensures that patient documents are complete and accurate
• Plans and participates in the orientation and training of new patient service representatives
• Maintains strict confidentiality related to medical records, employee data, and enforces HIPAA standards and regulations
• Keeps calendars updated with conferences and meetings for staff and physicians
• Works closely with physician scheduling administrator, by maintaining schedules in EMR and on call service
• Schedules meetings, appointments and events as needed
• Screens incoming calls, formats and distributes informational materials
• Organizes and maintains accurate files
• Create and maintain user manuals, training guides, patient documents/forms, and orders patient education material
• Work closely with telephone vendor to service and maintain phone system
• Perform employee reviews and counseling with the assistance of the practice manager
• Works on various office projects for physicians, physics, and practice administrator including marketing and website management
• Keeps an eye on the patient schedule and reminds physician of change in start time or problems
• Communicates with clinical personnel to assure efficient patient flow throughout the office
• Maintains clean and professional work area
• Independently maintains compliance with annual employee training requirements
• Monitors facility safety and security
• Bring matters of concern to the attention of the practice manager
• Performs other duties as assigned

Direct reports

Patient service representative


Surgery Scheduler

Qualifications/Education Requirements

• High school diploma or equivalent required
• One year work experience in a medical office setting
• Knowledge of medical terminology preferred
• Completion of a recognized medical secretarial program preferred
• Word processing and computer experience required
• Answer multi-line phones
• Good organizational skills
• Must have previous electronic medical records experience
• Must have the ability to deal with confidential information concerning patient diagnosis and medical records

License or Certification

N/A

Working conditions/ Physical requirements

Able to work 40 hours per week

Medical office setting

Ability to see details at close range

Ability to listen and understand information through spoken words and sentences

Ability to read and understand information in writing

Ability to communicate information in speaking so others will understand

Sitting for long periods of time

Daily uses of hands to type, file, and write/sign documents

Minimum lifting requirements of 20 pounds in order to move office supplies