Patient Care Representative - Team Leader

Job Details

 

• Ensures patient satisfaction.
• Assists in complex problem solving.
• Supervises, and develops, front line staff.
• Monitors patient flow and ensures the quick and efficient processing of patients.
• Ensures that all front line staff communicate with empathy and courtesy to patients.
• Decrease the number of patient complaints.

Essential Duties and Responsibilities:

• Ensures the efficient processing of patients and smooth patient flow.

• Increases employee motivation, retention, and engagement by providing ongoing coaching to staff.

• Aids in the implementation of systems that improves patient flow and patient satisfaction and provides feedback to managers.

• Monitors internal and external customer service and ensures quality customer service to all.

• Reports to management ways in which patient processing could be improved.

• Assists manager in coordinating lunch and PCR breaks.

• Maintains office supplies.

• Delegates workload during downtime, ensures that front office staff is always engaged and productive.

• Monitors and assists staff with daily responsibilities such as patient registration, check out, appointments, and reception.

• Functions as expert PCR.

• Provides coverage for all clerical areas when necessary.

• Functions as troubleshooter regarding daily clerical staff issues.

• Completes routine clerical assignments, including patient registration, answering telephones, schedules appointments, checking out patients and facilitates collection of co-pays.

• Assists manager with reconciliation of daily batches.

• Monitors and assists with completion workflow claim bucket.

• Maintains office equipment and notifies Office Manager for needed service.

• Provides coaching on registration process and ensures compliance with regulations and clinic standards of quality patient care (i.e. HIPAA compliance, Patient Confidentiality).

• Provides feedback on performance and assists with yearly performance evaluations.

• Promotes teamwork within and outside of clerical area (i.e., establishes good relations between clerical and clinical areas). Focuses on enhancing patient flow and solving patient care challenges.

• Maintains strictest confidentiality.

• Handles patient complaints and complaints relating to clerical issues.

• Assists in handling complex patient problems, helps diffuse patient complaints prior to calling manager.

• Responsible for patient cancellations, assists in rescheduling patients.

• Supports manager with blocking/adding provider sessions when necessary.

• Performs related work as assigned