Lead Patient Service Representative

The Lead Patient Service Representative is responsible for the operational excellence of the front desk. This position is critical to Solis Mammography; by providing outstanding patient care and maintaining the flow of the center, the Lead Patient Service Representative impacts the profitability of the organization.

Service

• Understands, demonstrates and promotes the "Solis Way";
• Manages daily operations of the front desk;
• Ensures patients are greeted in a professional manner within 30 seconds;
• Ensures patients are asked "How can I assist you?" 97% of the time;
• Verifies and or inputs patient information (demographic, insurance and patient contact information) into system 100% of the time;
• Explains and assists patients with completion of forms on an as needed basis;
• Scans documents and links to patient medical records on an as needed basis;
• Explains insurance benefits and collects payments on an as needed basis;
• Escorts patients and explains dressing area instructions and provides wait times as assigned;
• Schedules or changes appointments and prepares paperwork for exams or payers on an as needed basis;
• Ensures exams have required orders and requests and follows up on as needed basis;
• Generates daily invoice journal and reconciles payments on a daily basis;
• Proficient in handling calls for general patient questions, i.e. directions, hours of operation, etc.;
• Refers questions regarding medical results to clinical team member 100% of the time;

• Maintains confidentiality of patient and team member information 100% of the time;
• Participates in front office and company training as scheduled.

Team

• Manages team members on a daily basis ensuring compliance with company policies, guidelines and procedures;
• Trains new Patient Service Representatives and monitors front office processes to ensure policies are followed;
• Creates and maintains frequent communication and positive relationship with team members as evidenced by surveys and turnover;
• Monitors front desk staffing levels and ensures appropriate coverage relative to budget and patient volume;
• Participates in interviews and onboarding process for new team members;
• Communicates team member coaching and counseling opportunities to Center Director;
• Completes incident reports on an as needed basis.
• Reports harassment and/or discrimination issues to Center Director or HR immediately;
• Meets with Manager on a weekly basis to review center activities and needs;
• Participates in performance evaluation discussions on a 90 day and annual basis.

Skills/Qualifications

• Strong desire to serve patients;
• Strong verbal communication and listening skills;
• Energetic and flexible;
• Follows direction with focused attention;
• Manages multiple projects and timelines;
• Well organized and detail oriented;
• Exhibits sound judgment;
• Forms strong working relationships within the team;
• Identifies additional tasks to be completed and willingly assists others;
• Strong computer skills using Microsoft Office Suite required;
• Basic knowledge of RIS software preferred;
• Typing skills of at least 40wpm preferred;
• Basic knowledge of medical terminology preferred;
• Prior cash handling experience preferred;
• Prior supervisory experience preferred;

• Minimum of two years' experience in healthcare or patient care required;
• College coursework preferred.

At Washington Radiology, our service-based culture is reflected in our day-to-day interactions that are warm and welcoming and delivered with care, compassion and clinical expertise. Our commitment to excellence can be seen across every level of our organization, beginning with our team members and extending to the patients, families, and physicians we serve. For more than 70 years, Washington Radiology has set the standard for medical imaging care.

If you would like to join a dynamic team dedicated to best-in-class quality and service excellence, we would like to speak with you.