De La Pena Eye Clinic is hiring a Fulltime Lead Patient Services Specialist to join our team in Van Nuys, CA.
Please note the pay range for this position is $20-$23/hr.
About the Opportunity
Typically Monday - Friday 9 AM - 6 PM and some Saturdays.
Must be willing to travel to various De La Pena locations in the Los Angeles area.
Summary:
Responsible for having thorough knowledge and complete functionality in all aspects of the Registration Department - this includes, but is not limited to, Check-In, Check-Out, Greeter, and related duties. The person in this role may also act as a training specialist for the Registration department and, in coordination with Regional Office Manager, is responsible for the training Registration Services associates, including on-boarding of new associates and refresher and on-going training for established staff.
- Acts as an information resource for current Registration staff – as such, acts as a mentor and provides support to other team members
- Provides feedback to Regional Office Manager relating to developing, implementing, reviewing, and revising Registration Services policies and procedures
- Provides essential and mentor support to new associates during the on-boarding process
- Responsible for knowledge and full functionality in all areas of Registration Services
- Responsible for remaining current on processes and procedures related to Registration Services
- Maintains strictest confidentiality on employee matters and managerial discussions
- Work cohesively with back-office Senior Tech to ensure efficient patient flow throughout the clinic.
- Does not participate in office gossip and consistently maintains pleasant positive demeanor
- Remains proactive in looking internally for ways to solve issues
- Maintain patient confidentiality.
- Ensure any maintenance need (to include building office equipment maintenance) is reported to management for repair within 24 hours.
- Maintain cleanliness & organization of the clinic. (Lobby, hallways, restrooms, etc.)
- Attend required meetings.
- Ability to register patients in an efficient and accurate manner
- Must understand various insurance programs, and apply information to patient registration process
- Must communicate insurance benefits in a manner that is understandable to the patient
- Monitors patient waiting area and bring to the attention of clinical staff any patient waiting more than 20 minutes to maintain efficiency & productivity.
- Work with the Regional Office Manager to increase Patient Satisfaction
- Work with the Regional Office Manager to increase Associate Satisfaction
- Responsible for effectively fulfilling all essential functions of a Registration Services Representative as outlined on Registration Representative job description including, but not limited to items listed on this job description
- Must understand insurance payment requirements for all Providers, both MDs and ODs.
- Collects co-payments and appropriate deductibles
- Must champion cross selling skills, to encourage patients to consider purchasing eyeglasses or contact lenses from Optical department, as appropriate.
- Close daily batches & balance 100% of the time by end of the day & submit to billing same day.
- Must be willing and able to travel to other locations to work as needed.
- Assists Regional Office Manager in handling patient complaints in a professional and calm demeanor with a focus on win-win outcomes.
- Must be able to handle team conflict in a professional manner.
- Communicates problems to management in a timely manner.
- Responsible for attending and providing input at various in-service programs related to insurance, customer service, as scheduled.
- Works with technical team to resolve issues to include billing, patient complaints, waiting times and service.
- Must be able to use insurance matrix as part of daily work activities.
- Must ensure petty cash is in the correct denomination to provide correct change to patients.
- Ensure all re-calls/failed appointments are called same day
- Ensure all appointment confirmation calls are made 1-2 days prior to the DOS.
- Work with Regional Office Manager to increase volume.
- Responsible for reviewing emails daily and changing protocol as directed in email, Teams and other electronic communication.
About the Candidate:
- High school education or equivalent.
- Two or more years of previous experience or training in front desk/hospitality/registration or related area required. Three or more years’ experience highly preferred.
- A minimum of one year of registration/front desk/administrative experience in an Ophthalmology practice or equivalent
- Organized, detail oriented and able to manage competing priorities.
- Excellent typing and computer usage skills, including Microsoft Word and Excel proficiency.
- Consideration given to CPSR, CPSS.
- Ability to work independently, give attention to detail, prioritize, and perform several tasks together without losing concentration.
- Effective communication skills, written and verbal.
- Leadership experience preferred.
- Ophthalmology experience preferred.
What We Offer
- Generous paid time off in addition to national holidays, two floating holidays, and a birthday holiday
- Medical, Dental, and Vision insurance after 30 days of employment
- Voluntary employee and dependent life plans
- Short and Long-term disability
- Health Savings Account and Flexible Spending Account eligibility
- Critical Illness, Accident, and Hospital Indemnity insurance
- $250 of professional development funds provided every year
- Tuition Reimbursement up to $5,250 annually
- Free counseling sessions through our Employee Assistance Program
- Invest in your future with a company match on your 401k
- Associate discounts at major retailers such as Amazon Prime, Costco, and Sam’s Club
- Travel discounts with Hertz and Liberty Mutual
- Verizon Wireless discounts
- Free legal assistance through RocketLawyer
- Pet Insurance
- RN.com subscription reimbursement
- Access to our free mental wellness program – Sibly