Patient Service Representative Clinical Lead

Position Summary:


Reporting to the Clinical Practice Manager, the Patent Service Representative Clinical Lead coordinates and oversees activities of the clinic and the clinic team members to ensure compassionate, effective and efficient delivery of high-quality clinical care for patients while providing on-site subject matter expertise in the assigned clinic. The Clinic Lead is a working lead with position with a varied amount of time dedicated to administrative support, but also providing patient care. Supports and adheres to the BestMed Health Compliance Program, to include the Code of Ethics and Business Standards and Shared Values.


Responsibilities

Leadership

• Provide a consistent, visible, and accessible leadership presence at their site; establish a positive working environment.
• Create and foster cooperation and communication among all parties; work to resolve site issues.
• Perform all duties in compliance with the Nova Health Mission Statement and company policies and assist in areas where expertise is requested; champion and assist with implementation of Nova initiatives in their site.

Site Operations

• Provide patient care at the level of certification/license.
• Coordinate and oversee the activities of clinic team members.
• Organize and assign duties and tasks to clinic team members.
• In coordination with Staffing Coordinator, if applicable, oversee clinic team member schedules in line with staffing models; review volumes and call outs to ensure proper staffing levels.
• Assure clinic maintenance and appearance.
• Maintain adequate clinic supplies in coordination with Medical Supplies Coordinator.
• Assist Clinical Practice Supervisor/Regional Operations Manager in operational performance of the clinic.
• Acquire and maintain knowledge of all EHRs platforms used within their sites (example: PVM, ECW); functions as back-up for other positions as needed.
• In consultation with Medical Staff Services, communicate issues from providers and identify ways to support provider duty execution.

People Management

• Make recommendations for staff training and development.
• Manage initial and ongoing process and policy training for clinic staff, including the coordination of safety meetings.
• Provide input to Clinic Practice Supervisor/Regional Operations Manager for performance reviews.
• Provide input to Clinic Practice Supervisor/Regional Operations Manager for interviews, hiring, and resolving personnel issues.

Patient Relations

• Monitor patient interactions to assure high quality and appropriate employee demeanor, technical accuracy, and conformity to company policies.
• Maintain process to address patient issues and complaints and interact with patients as appropriate to resolve escalated concerns.

Essential Functions and Responsibilities:

• Ability to interact effectively, and in a supportive manner with persons of all backgrounds.
• Sustain excellent patient interactions using clear communication and problem-solving skills
• Assess walk-in traffic for potential emergencies
• Check-in patients at the front desk in perpetration for their appointment with a provider and scan all documents into the patient's chart
• Assist patients with completion of pre-registration forms, ensuring all items are signed, and medical records are distributed
• Informs patients of costs of care being provided. Collect all fees and apply to patients' chart
• Collect and record copayments and outstanding balances, and balance cash drawer daily
• Cover medical records and prior authorizations when needed
• Communicate efficiently to back-office staff regarding needs of patients
• Maintain confidentiality of sensitive patient information at all times
• Answer the phone in a professional manner and follow procedures for routing calls
• Ensure reception area and waiting rooms are clean. Regularly sanitize counters, surfaces, and reception area items
• Perform other duties as assigned
  Requirements and Qualifications:
  • Education: A high school diploma/GED is required.
  • Experience: A minimum of two (2) years' experience in a health care organization is required. Medical group or ambulatory care experience preferred.
  • Certificate/License: None

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