Patient Access Representative-Supervisor

Job Description

Patient Access Representative-Supervisor

About Us : Roslindale Pediatric Associates was founded in the 1950’s by John Bower’s, MD who practiced on South Street in Roslindale, MA for years as a solo practitioner. In 1971, Robert Stacks, MD, joined him, and the practice has been growing ever since. When the new ambulatory office building was built in 1995, Roslindale Pediatrics moved into a new location at Brigham and Women’s Faulkner Hospital. In 2016, we moved to our new location at 2020 Centre Street in West Roxbury. The medical staff presently includes seven pediatricians, three nurse practitioners, and two behavioral health providers. All our physicians are Board Certified by the American Board of Pediatrics.

Mission Statement : Roslindale Pediatric Associates strives to partner with our patients and community to provide comprehensive, high quality health care.

Summary : Under general management, supervises the Patient Access Representatives, the Operations Coordinator, and the daily operations of the front office staff while ensuring patient service and clinical flow are supportive of organizational objectives. The Patient Access Representative- Supervisor manages the daily administrative operations of the front office staff with commitment to providing the highest quality of service to patients in outpatient pediatric practice. The Patient Access Representative- Supervisor oversees and trains the front office staff in all areas of day-to-day operational practices.

General front office responsibilities :

Appointment Scheduling:

• Schedules appointments in-person and in MyChart
• Reconciles system information within the electronic medical record (EMR) as needed.
• Promotes patient enrollment in MyChart.
• Makes outreach attempts/communicates with patients regarding appointment scheduling, processing paperwork, and other duties assigned to the front office staff.
• Makes outreach attempts to reschedule patient appointments when a provider’s schedule changes or calls out (i.e., an emergency or sick call)
• Maintains patient confidentiality and abides by HIPAA standards & regulations.

Greeting patients/monitoring the waiting room :

• Informs patients in the waiting room when a clinician is running late.
• Actively monitors the waiting room & verifies patient check-ins.
• Verifies and updates patient medical information in the EMR including but not limited to confirming demographic information and ensuring all EMR data is accurate and up to date.

Check-out Process :

• Schedule follow-up appointments, print the after-visit summary (AVS) per patient request.
• Provide patients with any necessary written documentation (ex. letters, school or camp forms, or physical forms).

General Administrative Duties :

• Sorts and distributes mail and faxes (paper and/or electronic)
• Assists with basic data collection activities for statistical reports.
• Ensures data collection is accurate.
• Ensures printed documents are up to date for the practice.
• Generates standard correspondence for missed appointments.
• Responsible for age-appropriate forms management

Customer Service :

• Screens interdepartmental calls following emergency and departmental protocols.
• Expedites urgent & emergent patient inquiries to the nursing staff, on-call provider, or PCP.
• Make outreach calls on behalf of the clinicians as needed.
• Provide compassionate front-line customer service and actively works to resolve patient concerns.
• Screens incoming patient inquiries
• Escort patients to other areas of the practice as needed.
• Orients & trains new hire staff
• Provides back-up coverage for front office staff performing other duties as assigned.

Competencies :

• Decision-making: Participates in decision-making strategies for front office staff workflow expectations
• Problem Solving: Ability to address problems that are highly varied, complex, and often non-recurring.
• Independence of Action: Ability to set goals and priorities for the front office staff. May make recommendations for practice policies. Provides broad guidance and overall direction.
• Written Communication: Ability to write and document complex information in English effectively in writing to all levels of staff and patients.
• Oral Communication: Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflict, negotiate, and motivate others.
• Teamwork: Ability to function as a team leader while creating a collaborative and respectful environment to improve workflows & operations
• Customer Services: Ability to provide a high level of customer service and staff training that meets the standards and expectations of Roslindale Pediatric Associates. Resolves patient concerns in a timely and respectful manner.

Supervisory Responsibilities :

• Participates in the planning and implementation of practice goals, programs, and objectives.
• Supervises the front office staff, organizes and oversees work schedules and assignments to meet operational needs. Develops and implements procedures to ensure efficient processing of work including time of service copayment collection and pre-registration.
• Participates and makes recommendations concerning hiring, corrective action, and personnel matters as appropriate.
• Oversee patient scheduling and registration processes according to protocol.
• Coordinates and ensures skill development & training for all front office staff while directing and supporting front office staff daily work activities.
• Collaborate with the Medical Home Care Coordinator(s)

Skills :

• Demonstrated organizational, leadership, and teamwork skills/knowledge.
• Strong interpersonal communication skills, customer service, and time management skills

Physical Nature of the job:

• Light work exerting up to twenty pounds of force to move objects.
• Elements of the job are sedentary but may require periods of standing or movement throughout the practice.

Education/License/Certifications :

• Associate Degree, Bachelor’s Degree, or Equivalent education, training, or experience (required)
• 3-5 years of ambulatory medical practice experience including at least 2+ years of direct supervision of at least two staff.
• Electronic Medical Record (EMR) experience, Epic preferred.
• Possess working knowledge of medical front office responsibilities, policies, and procedures.

Benefits and Salary Range :

• Paid time off (PTO)
• Professional development reimbursement
• Health and dental insurance
• Eleven paid holidays
• Benefits package includes retirement contributions
• Annual salary range: $50,000-$76,000

Roslindale Pediatric Associates, PC

2020 Centre Street

West Roxbury, MA 02132

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