Performs all duties of Patient Services Representative (Children's National Pediatricians & Associates) and additionally, schedules and coordinates workflow of staff, provides quality control, monitors and provides guidance, provides training and orientation of staff, assists manager in monitoring inventory and ordering supplies. Works independently under minimum supervision.
Qualifications : Minimum Education
High School Diploma or GED (Required)
Minimum Work Experience
3 years Medical Office / Business Office experience. (Required)
Required Skills / Knowledge
Basic math skills
Basic knowledge of office procedures
Basic knowledge of medical terminology
Knowledge of patient financials & accounting
Knowledge of insurance verification
Knowledge of scheduling appointments
Excellent communication (written and oral) and customer service skills
Ability to follow precise procedures and is detail-oriented
Knowledge of Microsoft Office suite
Ability to coordinate and coach staff
Ability to designate job and manage employee schedule
Leadership skills to include proactivity, critical thinking, and problem solving.
Functional Accountabilities
Office Support and Administration
- Assist Team Lead PSR with inventory and purchase orders.
- Train and / or provide orientation for staff as directed by the Team Lead PSR or Office Manager.
- Oversee and report unsafe behavior or performance.
- Coordinate and manage patient flow between administrative and clinical areas.
- Identify opportunities to improve administrative processes.
Patient Account Maintenance and Responsibilities
Review, verify, and update patient account information at every visit as defined in the training manual.Collect appropriate copays, deductibles, and balances. Use credit balances when applicable and documents all financial transactions in the EHR.Resolve complex patient / insurance billing issues.Perform all other patient account duties as assigned.Reception / Customer Service
Greet patients and visitors in a prompt, courteous, and helpful manner.Answer phones and handle calls promptly and accordingly.Give and obtain accurate and pertinent information to and from callers.Manage all patient related communications as defined by the PCMH workflow.Patient Processing / Scheduling
Ensure complete patient registration by parent / guardian and populates all required registration fields in the EHR.Verify patient insurance eligibility and coverage prior to service.Ensure the schedule is accurate and up to date (Ex : check-in, check-out, and no shows).Oversee and schedules patient appointments accordingly based on the scheduling policy.Assist management with building and maintaining provider scheduling templates while optimizing schedules and maximizing visit capacities and patient flow.Safety
Speak up when team members appear to exhibit unsafe behavior or performanceContinuously validate and verify information needed for decision making or documentationStop in the face of uncertainty and takes time to resolve the situationDemonstrate accurate, clear and timely verbal and written communicationActively promote safety for patients, families, visitors and co-workersAttend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performanceOrganizational Accountabilities
Teamwork / Participation
Attend and assist in meetings as required, and participates in committees as requested.Participate in professional development activities.Organizational Commitment / Identification
Partner in the mission and upholds the core principles of the organizationCommitted to diversity and recognizes value of cultural ethnic differencesDemonstrate personal and professional integrityMaintain confidentiality at all timesCustomer Service
Anticipate and responds to customer needs; follows up until needs are metTeamwork / Communication
Demonstrate collaborative and respectful behaviorPartner with all team members to achieve goalsReceptive to others' ideas and opinionsPerformance Improvement / Problem-solving
Contribute to a positive work environmentDemonstrate flexibility and willingness to changeIdentify opportunities to improve clinical and administrative processesMake appropriate decisions, using sound judgmentCost Management / Financial Responsibility
Use resources efficiently2. Search for less costly ways of doing things
