Lead PSR - Patient Services Representative Lead - Family Medicine Clinic

General Description: Coordinates schedules of patients in an outpatient clinic and provides clerical assistance toward the smooth operation of the facility.Directly supervises a group of Patient Services Representatives.

Essential Responsibilities:

• Schedules patient appointments, either by telephone or in person
• Provides information about clinic operations
• Obtains patient demographics on new patients and updates demographics on established patients.
• Answers telephone calls and distributes to the appropriate people.
• Prepares and enters healthcare providers' schedules into the computer.
• Coordinates schedules as directed to patient requiring multiple services.

• Greets patients as they come into the clinic for scheduled appointments.
• Accepts payments and writes receipts.
• Totals encounter forms and inspects the form for completeness and accuracy.
• Codes procedures and diagnoses.
• Ensures the resident and faculty signatures are on the encounter form and chart.
• Copies insurance cards and distributes to the appropriate people.
• Prepares encounter forms and billing packets for patients to be seen.
• May prepare and type daily deposits.
• Balances and closes cash box daily.
• Prepares ancillary forms for other services (i.e. x-rays, vascular studies, etc.)
• Prints and faxes physician schedules to offices.

• Pulls patient charts for appointments or to file lab, x-ray, hospital information or other information into the chart.
• Copies medical records for patients and other providers or facilities.
• Files patient charts.
• Prepares inactive patient charts for storage. Maintains log of charts in storage.
• Secures charts that have been sent to storage that are needed in the clinic.
• Replaces torn charts with new covers.
• Makes up new patient charts and/or packets of information
• Prepares new patient inserts for charts.
• Requests medical records from other facilities.

• Talks to patients about financial accounts.
• Verifies insurance eligibility and primary care physicians for patients.
• Secures referrals to other providers for HMO patients.
• Secures referrals from PCPs for HMO patients to be seen in the clinic.
• Collects and verifies proof of income in order to determine what sliding scale discount is appropriate, if any.

• Dispenses supplies as needed.
• Notifies appropriate person when supplies are low and need to be reordered.
• Types notes and letters for physicians as needed.
• Makes immunization cards as needed.
• Logs mail receipts according to University policy.
• Sorts and distributes mail.

• Communicates with patients of all ages in a professional manner at all times.
• Communicates with co-workers and employees in a manner which promotes a highly "team oriented" approach.
• Enhances professional growth and development through in-service meetings and education programs.
• Maintains patient confidentiality.
• Performs related work as assigned.

• Acts as a backup for other Team Leaders.
• Checks some work of other Team Leaders to ensure complete accuracy.
• Helps other Team Leaders diffuse difficult situations.

• Supervises employees.
• Checks the work of subordinates to ensure accuracy.
• Attends interviews and offers opinion of applicants.
• Trains new hires.
• Assists in conducting performance appraisals.
• Approves time off for employees.

• Diffuses all but the most serious of situations.
• Refers those situations to clinic manager or appropriate personnel and keeps them abreast of all situations.

General Responsibilities:

• Performs other duties as assigned.

Minimum Requirements:

Education: High School Diploma or GED.

Experience: At least 5 years of experience in customer service in a clinical environment required.

Licensure/Certifications/Registrations Required: None required.

Knowledge, Skills, & Abilities:

• Good verbal and written communication skills
• Customer Service skills
• Interpersonal skills - able to work effectively with other employees, patients and external parties
• Proficient with the use of Microsoft Office tools