Lead Patient Services Representative-Behavioral Health

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.

As a private, non-profit 501(C) (3) community health organization, we serve over 350k medical, dental, and behavioral health visits from more than 77k people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.

We have been doing this since 1969 and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you.
The Lead Patient Services Representative will maintain an efficient workflow in the clinic by assigning specific tasks to other Patient Services Representatives (PSR). This role will increase patient experience by incorporating resolved complaints into ongoing training for the team. Additionally, this role will assist with coaching, training, and development of the team.
Responsibilities

• Provides functional direction to assigned PSRs and CCRs, including scheduling assignments, coordinating workflows, communicating changes, and assigning priorities
• Maintains courteous relations with patients and staff, responds to appointments/front desk complaints and problems
• Acts as liaison between billing office and site
• Supports and responds to questions from the team; provides one-on-one coaching, as needed
• Trains and orients new hires to standard protocols, policies, and procedures in the clinic
• Assists management with monitoring team performance; facilitate additional team training, as needed
• Provides department improvement recommendations to management, including policies, procedures, equipment, and functional guidelines
• Works with call center management to review queues and ensure calls are being handled in a professional and timely manner
• Determines when complex customer inquiries or complaints are transferred to a supervisor or manager
• Educates patients on available programs offered through Neighborhood Healthcare, including MyCare portal and enrolling patients in our texting confirmation program
• Engages with patients in the clinic or on the phone to schedule appointments and obtain relevant information to determine priority appointment scheduling needs
• Notifies patients of appointments, including appointment date/time; updates/confirms appointment changes for cancellations, and notifies patients of available alternate appointment dates/times
• Ensures current providers/patients schedules are accurate; makes changes in accordance with authorized procedures and ensures distribution of next day schedules to designated areas
• Provides reception and registration for patient in designated areas, including appointment verification, completed registration forms, contact and insurance verification, and collection of co-pays/fees for current visit and any outstanding balances
• Performs check-out processes for patients leaving treatment areas by reviewing their encounter forms for disposition instructions; provides patient with treatment plan and cost, as needed
• Manages cash control procedures of balancing total cash payments with encounters received to ensure accuracy, including verifying cash drawers are balanced
• Provides daily payment reports to accounting and cash receipts copies to billing department
• Support the reception desk by screening and redirecting incoming calls to appropriate staff, taking and relaying messages, and providing general or procedural information
• Collects and generates department work activity statistics at designated intervals following established procedures
• Creates PSR and CCR schedule for the clinic each month
• Completes a monthly office supply inventory and orders office supplies, as needed
• Performs administrative tasks for the clinic, such as opening and sorting mail, scheduling meetings, copying forms, assisting management with facilities reports
• Contributes to the success of the organization by participating in quality improvement activities
• Functions at highest level according to credentials and competency
• Impacts patient experience by demonstrating courteous and helpful behavior and a commitment to accuracy
• Share accountability for overall patient health outcomes by working in coordination with care Teams
• Operates to instill confidence in our care and in our facilities to patients, fellow employees, and other stakeholders

Customer Relations

• Responds promptly and with caring actions to patients and employees
• Maintains courteous and professional working relationships with all levels of staff, clients, and the public
• Works with management to intervene in real-time to address patient concerns and complaints to sustain healthy customer relations

Qualifications
Education/Experience

• High school diploma/GED required
• Two year Patient Services experience within medical and/or dental office required
• Two years’ experience working with electronic medical records and multi-phone lines required
• Bilingual (English/Spanish) strongly preferred

Additional Qualifications (Knowledge, Skills and Abilities)

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Knowledgeable about and experience with medical and/or dental terminology
• Ability to perform administrative duties
• Ability to successfully manage multiple tasks simultaneously
• Excellent planning and organizational ability
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and ethical manner

Physical Requirements

• Ability to lift/carry 5 lbs/weight
• Ability to stand for long periods of time

Pay range: $24.79- $28.92 per hour, depending on experience

Job Type: Full-time

Pay: $24.79 - $28.92 per hour

Benefits:

• 403(b) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Opportunities for advancement
• Paid sick time
• Paid time off
• Parental leave
• Pet insurance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Work setting:

• In-person

Work Location: In person