Patient Care Representative Team Lead

Description

Job Summary: Ensures patient satisfaction. Assists in complex problem solving. Supervises, and develops, front line staff. Monitors patient flow and ensures the quick and efficient processing of patients. Ensures that all front line staff communicate with empathy and courtesy to patients. Decrease the number of patient complaints.   

Essential Duties and Responsibilities:  

• Ensures the efficient processing of patients and smooth patient flow.  
• Increases employee motivation, retention, and engagement by providing ongoing coaching to staff.  
• Aids in the implementation of systems that improves patient flow and patient satisfaction and provides feedback to managers.
• Monitors internal and external customer service and ensures quality customer service to all.
• Reports to management ways in which patient processing could be improved.
• Assists manager in coordinating lunch and PCR breaks.
• Maintains office supplies.
• Delegates workload during downtime, ensures that front office staff is always engaged and productive.
• Monitors and assists staff with daily responsibilities such as patient registration, check out, appointments, and reception.
• Functions as expert PCR.
• Provides coverage for all clerical areas when necessary.
• Functions as troubleshooter regarding daily clerical staff issues.
• Completes routine clerical assignments, including patient registration, answering telephones, schedules appointments, checking out patients and facilitates collection of co-pays.
• Assists manager with reconciliation of daily batches.
• Monitors and assists with completion workflow claim bucket.
• Maintains office equipment and notifies Office Manager for needed service.                                                  
• Provides coaching on registration process and ensures compliance with regulations and clinic standards of quality patient care (i.e. HIPAA compliance, Patient Confidentiality).
• Provides feedback on performance and assists with yearly performance evaluations.
• Promotes teamwork within and outside of clerical area (i.e., establishes good relations between clerical and clinical areas).  Focuses on enhancing patient flow and solving patient care challenges.
• Maintains strictest confidentiality.
• Handles patient complaints and complaints relating to clerical issues.
• Assists in handling complex patient problems, helps diffuse patient complaints prior to calling manager.
• Responsible for patient cancellations, assists in rescheduling patients.
• Supports manager with blocking/adding provider sessions when necessary.
• Performs related work as assigned.

Basic Qualifications:

• High school diploma or equivalent
• 1 - 2 years EMR experience in medical setting preferred
• Constantly communicates with patients, families, and other healthcare providers. Must be able to exchange accurate information in these situations.

Certifications/Licenses: 

• None

Physical Demands: 

• Must be able to remain in a stationary position 50% of the time.
• Must be able to move around the clinic site 50% of the time.
• Constantly operates a computer, computer printer, copy machine, and telephone.
• Occasionally positions self to maintain exertion of physical strength to move objects of 10 pounds from one level to another.
• Must be able to transport from one site to another. 
• Must be able to cover other shifts as necessary.

Language Skills:

• Ability to read and write proficiently using the English language. 
• Bilingual English/Spanish preferred/at some locations  is required. 

The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  They are representative to the knowledge, skills, and abilities that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.