Lead Patient Service Rep

Nemours is seeking a Lead Patient Service Rep.

Primary Function

• The Lead PSR oversees and provides resources to clerical associates (PSRs and MAs) by ensuring that any changes in workflow or processes are implemented accordingly. The Lead PSR monitors the ongoing clerical performance of the PSRs and MAs, provides coaching and feedback to clerical staff as needed and collaborates with the office leadership team to facilitate the day to day operations of the office.
• The Lead PSR is responsible for performance or delegation of daily office functions related to appointment scheduling, patient intake including data verification, charge entry and revenue cycle and front office communications. The Lead PSR reports to the Office Manager any deficiencies on issues related to the functions of the front office.

Essential Functions

• Performs and oversees the essential functions as delineated in the PSR II job description.
• Participates in the hiring of front office staff. Precepts orientation process of new clerical associates to ensure they meet their 90 day review goals.
• Provides timely feedback to clerical staff and office manager related to clerical functions as part of the annual evaluation process. Coaches and reeducates clerical staff as needed and escalates repeated issues to office manager for appropriate corrective action.
• Ensures that the clerical staff is following appropriate office policies and procedures. Completes annual competencies for PSR staff. Assists with annual competencies for MAs related to their front office functions.
• Delegates and ensures clerical staff have completed their tasks accurately and timely. Collaborates with other Nemours departments, i.e., Billing Liaisons, Revenue Cycle, Continous Improvement, etc. Uses appropriate tools, i.e., Calabrio phone recordings, registration audit tools, etc., to provide quantitative and qualitative feedback to clerical staff.
• Coordinates and maintains clerical staff schedules.
• Maintains a professional clerical environment and ensures Nemours Standards of Behavior are enforced.
• Serves as the SuperUser and Preceptor for the clerical staff.

Non-Essential Functions

• Completes all tasks according to Standard Business Practices.
• Supports Nemours Mission, Vision and Values.
• Respects the confidentiality of all patient information.
• Monitors and ensures patient safety and office cleanliness and security.
• Monitors and opens, sorts and routes mail, labs and consult reports.
• Participates in office and departmental system wide quality assessment and improvement activities.
• Maintains positive professional relationships with providers and coworkers.
• Checks status of patients waiting and advises of progress.
• Monitor waiting room and keeps patients informed as to schedule delays.

Job Related Experience

• High School diploma required
• 3 or more years of Job related experience required
• insurance experience is a plus