Patient Service Representative Lead

@ MidLantic Urology

General Summary

The Patient Service Representative Lead is responsible for a range of clerical tasks including answering phones, greeting patients and visitors, and scheduling appointments in a professional and timely manner. This role manages the patient intake and checkout process through registration, check-in, check-out, collecting co-payments, deductibles, and other account balances, as well as handling filing and medical records.

Essential Job Functions & Competencies

Responsibilities include but are not limited to:

• Performing the role of front desk associate when required.
• Maintaining cleanliness and a professional appearance of the front office.
• Reviewing front office activities to ensure registration accuracy and successful collections.
• Coordinating with management and Front Office Supervisor on daily operations.
• Monitoring patient check-in and check-out processes and informing patients of any delays.
• Completing end-of-day clinical activities including handling voicemails and work queues.
• Providing weekly reports on provider schedules.
• Answering patient questions and addressing concerns, escalating when needed.
• Assisting with front office supervision and ordering office supplies.
• Collecting past due patient balances and generating batch transmittal reports.
• Ensuring proper hand-off of responsibilities and adherence to compliance (OSHA, HIPAA, CMS guidelines).

Certifications & Experience

A High School Diploma or equivalent is required; some college is preferred. A minimum of 1-3 years' customer service experience is required, with experience in a physician office setting in the urology specialty being a plus.

Knowledge, Skills & Abilities

• Understanding of healthcare field and medical office protocols.
• Familiarity with healthcare systems such as EMR and Microsoft Office.
• Knowledge of medical terminology, coding systems (CPT, ICD-10), and health insurance products.
• Excellent verbal and written communication, organizational skills and attention to detail.
• Ability to remain calm in challenging situations and provide exceptional patient service.
• Ability to work independently, manage deadlines, and comply with HIPAA confidentiality and other regulatory guidelines.

Physical Demands

The role involves occasional lifting (up to 50 lbs), pushing/pulling light weights, and other tasks as detailed by specific frequency guidelines.

Key skills/competency

• Patient Service
• Clerical Skills
• Front Desk
• Scheduling
• Customer Service
• Medical Terminology
• EMR
• HIPAA
• Compliance
• Urology