Lead Patient Service Representative

DESCRIPTION: The Lead Patient Services Representative (L-PSR) is responsible for advancing the quality

of healthcare by providing service to patients using the CARE delivery model of communication data entry

into the practice management and other data systems and collecting patient payment information. The L-

PSR interviews patients collects pertinent information required to maintain a complete registration in the

medical record is knowledgeable about the various funding sources and insurance plans. The L-PSR

Works closely with Medical/Dental Assistants the Lead Medical and/or Dental Assistant and supervisory

staff in coordinating patient addition the L-PSR assists PSRs in the successful adoption and

implementation of customer service and patient registration best practices as identified by the Front Office

Manager; and helps compile and track clinic dashboard data.

This position supports the organizations mission vision and values through excellence and competence

collaboration innovation respect commitment to our community and accountability and ownership.

DUTIES & RESPONSIBILITIES:

1. Consistently adheres to and/or exceeds SPLGs communication guidelines and expectations with

patients peers and supervisors.

2. Greets every patient with a verbal greeting eye contact and a smile.

3. Communicates effectively by using welcoming words proper tone of voice appropriate body

language eye contact and smiling in patient interactions. Listens skillfully and displays a willingness

and ability to acknowledge patient needs expectations and values through the use of reflective

listening and empathy conveyance. Responds to patient needs in ways that are helpful and beyond

expectation.

4. Collaboratively works with patients through SPLGs communication guidelines to positively affect

their health outcomes.

5. Registers and orients all patients to clinic policies regarding services offered appointment system

after hours coverage collection policy etc.

6. Enters reviews and makes necessary changes to all patient registration information in the practice

management system in accordance with established procedures. Ensures that all matters related to

patient account information are handled confidentially effectively efficiently and in accordance with

regulations and contracts.

7. Assesses patient income or payer information ensuring accuracy and completeness of

documentation collects amounts due in accordance with established procedures.

8. Researches and answers any questions regarding account balances bills or correspondence on a

patients account in a timely and professional manner and with regard to patient confidentiality.

9. Using proper phone etiquette answers incoming calls courteously and professionally taking

messages and directing them appropriately and screening calls requesting appointments for

medical/dental urgency with the assistance of the Lead Medical/Lead Dental Assistant or designee.

Contacts patients to confirm appointments and schedules appointment according to protocols.

10. Under the direction of the Front Office Manager serves as resource to PSRs in monitoring the

successful adoption of patient registration changes/improvements around workflow eligibility

verification documentation etc.

11. Under the direction of the Front Office Manager serves as resource to PSRs in monitoring the

successful adoption of customer service standards (e.g. CARE) including observing and evaluating

staff in their customer service interactions.

12. Prepares and collects daily clinic dashboard tracking sheets.

13. Verifies daily cash collections and prepares to send to Finance.

14. Monitors the capacity of provider schedules and communicates the status daily to provider teams

and call center.

15. Performs administrative tasks as needed to support the clinic operation including filing charts pulling

charts entering charges faxing scanning or sending patient records contacting patients to recall to

clinic opening mail etc.

16. In cooperation with the Medical/Dental Team and Finance Staff researches and compiles

information from various sources preparing reports as required.

17. Proactive in participating in industry best practices and corporate quality improvement initiatives

18. Builds positive relationships with other staff providers and supportive departments to maximize

accessibility of care to all patients.

19. Adheres to the SPLG Mission Vision and Values Standards of Conduct and HIPPA principles.

20. Other duties as assigned.

EMPLOYMENT STANDARDS:

Knowledge of: standard office / registration / records procedures and protocols including insurance

contract eligibility guidelines medical terminology computerized recordkeeping and use of standard office

equipment.

Ability to: Communicate sensitively effectively and respectfully with people from different cultures and

lifestyles; maintain effective working relationships with agency staff and outside organizational

representatives. Uses basic math and spelling accurately; operate within a computerized medical system;

navigate through the written medical record for input and retrieval or patient information and data collection.

MINIMUM QUALIFICATIONS:

• High School graduate or equivalent
• Fluent bilingual Spanish/English with cultural competence
• Minimum of one years experience in medical office receptionist and/or records
• Experience with computer medical entry
• Excellent alphabetical and numerical skills for filing and payment processing

PHYSICAL DEMANDS:

• Standing walking sitting typing reaching moving and/or lifting up to 25 pounds.

SALARY & BENEFITS:

Salary: $21.31 - $26.55 an hour

Employment Type: Full-Time

Benefits: available to all regular Salud employees working 24 hours per week. Part-time employees may receive some benefits on a pro-rated basis.

• Medical Dental Vision and Life Insurance Plans
• Paid Time Off (PTO): 19 days per year
• Paid Holidays: 12 per year
• 401(k) Retirement Plan with employer contribution
• Voluntary Long-Term Disability

Additional Information:

• Employees on temporary assignments are eligible for holiday pay and California sick pay both pro-rated based on hours worked.
• On-call employees are eligible for California sick pay pro-rated based on hours worked.

**Salud is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex disability age sexual orientation gender identity national origin veteran status or genetic information. Salud is committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in employment its services programs and activities. To request reasonable accommodation contact the Salud Human Resources Department and **