Nature of Duties:

The general nature of the duties for this position includes supervising patient services staff and providing direction for the day-to-day operations in the front office area. The Patient Services Team Leader should have at least moderate knowledge of insurance products, be familiar with frequently used insurance companies, the restrictions and/or limitations of some insurance products and know the resources for resolving these issues.

Qualifications for the Position:

1.High school diploma required. College education preferred.

2.Good communication and organizational skills required.

3.Computer skills required.

4.Knowledge of insurance products desired.

5.Previous management experience preferred.

6.Minimum of two years in healthcare related field desired.

Specific Duties:

1. Manage the reception of patients for services such as visits and diagnostics testing in the clinic. Monitor patient services procedures and maintain a friendly and positive image for the patients.
2. Manage the daily resource schedules. Coordinate the communication with the physicians/providers, Nursing Team Leader and/or Clinic Coordinator and all department team leaders to obtain a good patient flow and facilitate an adequate provider workflow. Ensure appropriate scheduling of visits and testing to meet the needs of the patients and physicians.
3. Perform short-term maintenance to manage the resource schedules, resolve member issues and use the system efficiently.
4. Perform regular duties of the patient services rep position, if needed (i.e. checking in, checking out, scheduling and chart preparation and maintenance.
5. Supervise the patient services staff in the clinic. Some of the duties expected include:

·Perform, arrange and/or assist in orientation and training of the Patient Services employees.

·Provide support and direction to members of the Patient Services team.

·Facilitate a positive and welcoming atmosphere for the patients.

·Direct, challenge and coach Patient Services employees to maintain efficient clinic operations and improve performance and teamwork.

·Monitor and evaluate staff performance, communicate effectively with employees, perform evaluations in a timely manner and counsel employees when needed. Perform documentation requirements.

·Maintain adequate staff to cover departmental needs. Review and approve GPT requests.

·Assure team members are adequately trained in the use of departmental tools, responsibilities, policies, and procedures. Maintain compliance of CIS policies and procedures.

·Act as liaison between Patient Services employees, physicians, Practice Administrator and team leaders.

1. Maintain adequate security procedures to protect the cash boxes.
2. Communicates problems, concerns, and/or proposed changes to Practice Administrator.
3. Actively participate in the SRS scanning and electronic heath record processes and promote accuracy and support for all health record activities.
4. Perform other related duties as assigned and serves in whatever other capacity deemed necessary for successful completion of the mission and goals of CIS and in concordance with its patient philosophy.

STANDARDS OF PERFORMANCE:

1.Keeps work area neat and organized. Reports safety issues to team leader immediately.

2.Works efficiently and manages time wisely. Assist other employees when all duties are complete.

3.Communicates any problems, difficulties or concerns regarding job duties to the team leader.

4.Performs all duties without significant error occurring with any regularity.

5.Meets all deadlines and timeframes for completion of assignments.

6.Represents CIS in a professional manner at all times. Demonstrates acceptable ability to interact with physicians, staff (“internal customers”) and “external customers” (patients, family members, insurance companies, home health etc.) on a professional level at all times. Exhibits good communication skills with physicians, patients, team leaders, and co-workers at all times.

7.Exhibits whenever possible a harmonious relationship with other CIS employees in order to accomplish the duties and responsibilities of the position.While perfect harmonious relationships with all employees is sometimes not achievable, not more than an occasional complaint should be received by the team leader about the incumbent of this position.

8.The employee shall work and relate cooperatively with all other employees (internal customers) of CIS to assure optimum care for the patients of CIS and to achieve standards of care set forth by the CIS medical staff.

9.Adheres to the CIS Compliance Plan as it pertains to the above specific job duties. Uses best efforts to maintain compliance by following the CIS Corporate Compliance Plan, attending CIS compliance education, following medical documentation guidelines, and communicating concerns regarding compliance issues.

10.Performs accurate and complete documentation in the patient’s medical record, when applicable. This includes documentation in the electronic medical record (EMR) or electronic health record.

11.Work with the electronic medical record (EMR) or health information management (HIM) staff to maintain quality and work towards future EMR, computerized or electronic patient records and/or document management system development.

12.Maintains patient confidentiality according to the HIPAA standards of privacy and security.