The Lead Patient Service Representative (PSR) will perform various patient registration, scheduling, front desk and customer service functions. Additionally, the Lead PSR will perform various customer service functions and train and lead the PSR team in achieving high performance standards. He/.she is the super user and performs all the PSR functions.
Maintains patient confidentiality through patient contact as indicated by the Health Insurance Portability and Accountability Act (HIPAA).
Registers patients in the health centers, explains and interprets CFHC policies, procedures and protocols to patients and their families when necessary.
Schedules patients according to empanelment guidelines, confirming primary care provider assignment with patient and addressing any discrepancies.
Accurately verifies payor source.
Interviews all patients prior to appointment to obtain the needed demographics and insurance information in a professional and courteous manner.
Updates of all required demographic fields for all new and established patients.
Ensures that each patient who registered has a generated encounter form.
Receives and handles patient payments at time of service
Responsible for calculation and tabulation of payments, cash box security, and reconciliation of daily cash receipts.
Prepares, and secures delivery of daily collections at the beginning of each day.
Performs various population-health activities such as patient calls, mailings, assembles patient information packets, etc
Assist patients when needed to be referred to additional programs within Chicago Family Health Center.
Faxes, files, and scans appropriate documents, generates reports and prepares for mail-out.
Monitor patient’s flow from time of registration to treatment area, and ensures all patient concerns have been met.
Maintain office supplies, and forms necessary to carry out duties.
Contributes equitably in the maintenance of cleanliness of the medical practice.
Ensure the waiting, and reception areas are kept neat, clean, safe from any hazards, and reporting on any damages.
Frequently checks, responds and communicates using all forms of communication
Serves as back-up person to open, and close the health center in the absence of assigned individual/s.
Exhibits high level of customer service and follows the Customer Service Performance Standards and exhibit leadership potential.
Task force participation as requested.
Maintains open lines of communication with providers, medical assistants, and other health center employees, and utilizes a team-based approach to coordinate patient care.
May be assigned to work at an additional site temporarily when needed and perform other duties as assigned for adequate patient care
Subject matter expert in PSR duties and workflows
Serves as the super users for EHR system and front desk workflow
Assists with recruitment, selection, and training of PSR staff.
Assists in the monitoring of performance standards for PSR staff
Identifies scheduled appointment discrepancies and rectifies accordingly
Reviews and ensures daily money and audit report reconciliations
Coordinates work schedules and assignments to Patient Service Representatives
Manages all office resources in an efficient and cost effective manner. Performs inventory and supply orders.
Manages patient empanelment, including assignment of patients to an appropriate primary care provider (pcp), monitoring consistency of scheduling with pcps, and transferring patients to new pcps for departing providers
Monitors reports and communicating on key indicators such as appointment availability, phone and patient visit wait times, and customer service scores
Routinely meets with Clinic Manager and communicates day-to-day operations.
Providing administrative support to the site managers as needed to ensure effective management of clinic operations
EDUCATION, EXPERIENCE AND SKILLS REQUIRED
Medical office assistant experience with a minimum of 1 to 2 years experience. AA degree preferred
Certification and/or experience in billing, and coding preferred.
Medical terminology, and automated office experience preferred.
Ability to train and motivate the team
Computer literate required.
Good communication and organizational skills.
Must have personal integrity and be able to work with diverse personalities and under stressful situations.
Ability to work evenings and Saturdays.
Bilingual ability may or may not be required based on individual department needs.
Thank you for your interest in a career with Chicago Family Health Center (CFHC). We are a federally-qualified community health center that has five locations: South Chicago, East Side, Roseland, Pullman, and Chicago Lawn . We have more than 230 employees and welcome you to join our team. Discover the many benefits of sharing your expertise with our valued patients