Supervisor Patient Service Representative - Family Medicine & Pediatrics at Winchester Square

The Patient Service Supervisor provides leadership mentoring and technical support to the clerical team to ensure patient needs are being met. This position collaborates with the Office Manager on administrative oversight of training compliance and development of team. The Patient Service Supervisor is responsible for assisting with the direction and coordination of the administrative functions to maximize workflow and achieve high quality of patient experience.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

(The following duties may vary by practice location.)

Communicate regularly with clinical staff to ensure patients and office needs are met. Collaborate with team to create a positive patient experience.

Greet patients and complete established check-in procedures upon arrival. Responsible for registration including data entry of patient information and insurance verification. Collect copays deductibles and/or outstanding balances. Assist with payroll.

Responsible for checking patients out and scheduling follow up appointments and communicating necessary items at time of check out.

Document no show appointments and communicate to clinical and clerical staff.

Answer phone calls and email inquiries from patients and COPC administrative departments in a timely manner; direct or escalate inquiries when needed. Contact patients for appointment reminders or scheduling purposes.

Maintain patient records and organize file and pull chart when needed for appointment.

Manage forms including prepping packets for each patient prior to appointment. Identify what patients may need to update and communicate this to staff. Anticipate needs of the Physicians and other Providers by gathering related records correspondence or other related information for visit.

Complete clerical tasks including but not limited to distributing mail and reports filing scanning scheduling data input management of electronic fax inbox and general support to all office personnel.

Responsible for supervising the overall functions of the medical office; patient scheduling patient check-in/check-out process including properly documenting registration communication with patients and providers answering phones insurance authorizations collecting co-pays and cash payments from patients payments and balancing the day medical records and supply management.

Assist Office Manager with supplies inventory and budgeting by checking stock to determine inventory level. Anticipate needed supplies place and expedite orders for supplies and verify receipt of supplies.

Ensure operation of equipment by completing preventive maintenance requirements. Responsible for calling for repairs and maintain equipment inventories.

Act as a point of contact for Agilon Health reporting and run/send reports as needed. Compile reports for physicians or staff meetings.

Review/reconcile daily payment report and send to Office Manager for approval and oversee expenditures and maintain daily verification reports for Office Manager as applicable.

Assist with scheduling patient service team; including coverage for planned and unplanned time off.

Onboard new employees and assist with the training process. Identify training needs for new and existing staff. Create training materials based on work identified. Act in an ongoing mentoring capacity to all new hires for their first year of employment.

Lead meetings with staff including daily stand-up and/or other regularly scheduled meetings.

Participate in on-going COPC educational programs to meet performance goals and self-development/professional goals.

Ensure the development and maintenance of workflows tip sheets standard operating procedures and checklists for all Patient Service Representative tasks and duties.

Collaborate with the Office Manager on resolutions for patient and clerical staff complaints or issues.

Work closely with the Office Manager to implement policies and procedures provided by administrative departments or leadership.

Ensure confidentiality of patient data and stay up to date with HIPAA regulations.

Other duties as assigned.

QUALIFICATIONS:

Required: 4 years of administrative experience in a healthcare related setting

Required: Complete COPC manager training as scheduled by management

Required: High School diploma or GED; or at least six (6) months customer service or healthcare experience

Preferred: Previous experience in a management or lead level position

B. Knowledge Skills & Abilities

Excellent interpersonal and verbal communication skills; as well as interpersonal relationship building abilities;

Strong organizational and written communication skills;

Ability to multi-task prioritize manage time effectively and respond timely to patients and/or visitors;

Strong knowledge of HIPAA guidelines and understanding of patient privacy and ability to demonstrate a high level of confidentiality;

Ability to work independently and in a team environment; and able to lead by example;

Excellent computer skills knowledge of Microsoft programs and understanding of Electronic Health Record (EHR systems)

Required Experience:

Manager