The Lead Patient Svc Rep oversees the support staff's day-to-day activities, including delegation of duties to staff, managing work schedules and dealing with operational issues as needed. Responsibilities include patient registration, physician schedules, telephone triage, co-payments and billing, filing, medical records and ordering and supplies.
This individual also is a "working" Supervisor, performing any of the clerical support roles as needed. Also works in collaboration with the Practices' clinical, Provider and administrative leadership to ensure the highest standard of patient care.
Job Responsibilities:
- Lead Patient Svc staff, providing input to annual performance evaluations, development of work schedules and monitoring of job assignments. Works with manager to resolve employee issues/personnel problems.
- Provide input to hiring, promoting, disciplining/terminating staff. Orient new employees; educates staff as non-clinical process changes occur within the Practice, ensuring that all staff are competent with these changes.
- Kronos time recorder for all staff and providers; reviews and monitors vacation requests and coordinates vacation coverage as needed. Works with manager to resolve conflicts.
- Responsible for all Provider Schedule management including maintenance of template and master schedules to ensure limited appointment bumping. Manages Provider On-Call Schedules and communicates with after hours answering service regarding provider schedule changes. Communicates with Access Services regarding practice call triage issues/departmental procedural changes.
- Medical Record management including record storage retrieval of charts as well as purging of old charts to storage as needed. Active involvement in transition from paper charts to EMR.
- Supervise charge entry/billing function within Practice, as well as co-pay collection and insurance verification process to ensure that they are done accurately and timely. This includes updating staff on all insurance coverage changes as they occur. Manage patient billing issues as they arise.
- Office Superuser - attends monthly BMP meetings and educates staff with new information as needed. Member of departmental committees as needed.
- Monitors supply budget, recognizes and explains variances. Seeks help when unable to reconcile differences.
- Performs office practice patient service responsibilities.
Required Work Experience:
- 18 months experience in ambulatory setting or physician practice required.
Preferred Work Experience:
- None Listed.
Skills and Competencies:
- Knowledge of a variety of office procedures/equipment; good judgment, basic communication/interpersonal skills.
- Models BH Organization Service Standards.
Education:
GED or HiSET (Required)
Certifications:
Equal Employment Opportunity Employer
Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.
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