Patient Service Representative, Lead - Vascular Surgery

The Patient Service Representative Lead is responsible for supporting the supervisor. This work role requires thorough knowledge of all job functions and serves as a resource to train other employees in collaboration with the supervisor/manager. Patient Service Representatives (PSR) are important members of the physician's care team and critical for creating a pleasant and seamless patient experience within an ambulatory clinic. They are responsible for front desk operations including greeting and checking in customers and visitors, answering calls, copay collection, completing MyChart and EMR (Electronic Medical Record) appointment requests, processing external medical records and helping the physician care team prepare for their daily patient appointments. They may assist with checking patients out and scheduling follow up activities as needed.

Responsibilities

Support the supervisor and serve as a resource to train other employees; Role model health system values and assist in onboarding of staff; Attend department huddles and process improvement initiatives; Greet and check in patients and visitors, answer calls, and perform high volume clinic check-in/check-out; Schedule in-person appointments, telehealth visits, surgeries, procedures and ancillary services using Epic Cadence decision trees; Perform patient registration, insurance verification and referral/order processing; Collect point of service payments per patient estimate (copay, co-insurance, deductibles); Assist patients with MyChart activation and support; Schedule follow-up diagnostic and therapeutic orders and create patient itineraries; Ensure front desk coverage until last patient is dismissed; Maintain workspace, follow infection control, PPE and safety guidelines; Complete training and 30-60-90-day quality assessments

Requirements

High School Graduate or GED; 2 or more years experience in ambulatory/admitting/patient registration & pre-certification or 1 year experience combined with a completed Associates degree; Fluent English (ability to read, write, speak and understand English); Basic computer skills including Microsoft Excel, Word, Outlook, and Teams; High level of customer service skills focusing on problem resolution; Ability to maintain patient confidentiality

Nice to have

Clerical, registration and/or customer service experience within a health care setting; If bilingual, documented proof of competencies via language proficiency assessments