Lead PSR - Patient Services Representative - Pulmonology 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:

Scheduling

• 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.

Check In/Check Out

• 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.

Filing and Organization

• 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.

Referrals and Authorizations

• 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.

Miscellaneous

• 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.

All Areas

• 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.

Team Leader Back-Up

• 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.

Personnel Supervision

• 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.

Difficult Situations

• 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