Lead Patient Services Specialist

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 OpportunityTypically 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.

1. Acts as an information resource for current Registration staff - as such, acts as a mentor and provides support to other team members
2. Provides feedback to Regional Office Manager relating to developing, implementing, reviewing, and revising Registration Services policies and procedures
3. Provides essential and mentor support to new associates during the on-boarding process
4. Responsible for knowledge and full functionality in all areas of Registration Services
5. Responsible for remaining current on processes and procedures related to Registration Services
6. Maintains strictest confidentiality on employee matters and managerial discussions
7. Work cohesively with back-office Senior Tech to ensure efficient patient flow throughout the clinic.
8. Does not participate in office gossip and consistently maintains pleasant positive demeanor
9. Remains proactive in looking internally for ways to solve issues
10. Maintain patient confidentiality.
11. Ensure any maintenance need (to include building office equipment maintenance) is reported to management for repair within 24 hours.
12. Maintain cleanliness & organization of the clinic. (Lobby, hallways, restrooms, etc.)
13. Attend required meetings.
14. Ability to register patients in an efficient and accurate manner
15. Must understand various insurance programs, and apply information to patient registration process
16. Must communicate insurance benefits in a manner that is understandable to the patient
17. Monitors patient waiting area and bring to the attention of clinical staff any patient waiting more than 20 minutes to maintain efficiency & productivity.
18. Work with the Regional Office Manager to increase Patient Satisfaction
19. Work with the Regional Office Manager to increase Associate Satisfaction
20. 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
21. Must understand insurance payment requirements for all Providers, both MDs and ODs.
22. Collects co-payments and appropriate deductibles
23. Must champion cross selling skills, to encourage patients to consider purchasing eyeglasses or contact lenses from Optical department, as appropriate.
24. Close daily batches & balance 100% of the time by end of the day & submit to billing same day.
25. Must be willing and able to travel to other locations to work as needed.
26. Assists Regional Office Manager in handling patient complaints in a professional and calm demeanor with a focus on win-win outcomes.
27. Must be able to handle team conflict in a professional manner.
28. Communicates problems to management in a timely manner.
29. Responsible for attending and providing input at various in-service programs related to insurance, customer service, as scheduled.
30. Works with technical team to resolve issues to include billing, patient complaints, waiting times and service.
31. Must be able to use insurance matrix as part of daily work activities.
32. Must ensure petty cash is in the correct denomination to provide correct change to patients.
33. Ensure all re-calls/failed appointments are called same day
34. Ensure all appointment confirmation calls are made 1-2 days prior to the DOS.
35. Work with Regional Office Manager to increase volume.
36. Responsible for reviewing emails daily and changing protocol as directed in email, Teams and other electronic communication.

About the Candidate:

1. High school education or equivalent.
2. 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.
3. A minimum of one year of registration/front desk/administrative experience in an Ophthalmology practice or equivalent
4. Organized, detail oriented and able to manage competing priorities.
5. Excellent typing and computer usage skills, including Microsoft Word and Excel proficiency.
6. Consideration given to CPSR, CPSS.
7. Ability to work independently, give attention to detail, prioritize, and perform several tasks together without losing concentration.
8. Effective communication skills, written and verbal.
9. Leadership experience preferred.
10. 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

Covenant Physician Partners is proud to be an Equal Opportunity Employer. Covenant does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.