The Patient Service Representative Team Lead is responsible for the efficient front-office operation by ensuring front-office staff comply with established Company policies and procedures and health and safety regulatory standards to provide prospective and returning patients with a positive patient care experience.

Role and Responsibilities

• Guides and trains front-office staff in performing operational tasks to ensure a positive patient care experience and assigns tasks to ensure front-office operations are performed timely, efficiently and accurately.

• Ensures front-office staff greet and provide information and instructions to all patients and visitors in a polite and professional manner.

• Ensures WellStreet Urgent Care & OccMed reception area are in a state of readiness, including clean and neat, to receive patients and visitors.

• Possesses comprehensive knowledge of HIPAA, OSHA and other standard healthcare regulatory requirements and ensures compliance by monitoring adherence to established policies and procedures, correcting minor lapses or failures, or escalating critical issues to Practice Manager for handling.

• Reviews patient insurance eligibility and coverage and relays relevant information regarding payment policies and billing/collection processes.

• Ensures medical treatment and services provided are accurately coded for insurance billing; collects patient copays or payment for medical services rendered and ensures balanced cash drawer at close of day. Provides information to Revenue Cycle Management staff as needed.

• Supports Practice Manager and Providers in daily operation of Center.

• Collects and maintains all patient and business documents while maintaining confidentiality

• Perform office procedures including all general administrative duties.

• Document Electronic Medical Record (EMR) all medical interventions.

• Travels to any WellStreet location to support the staff.

REQUIRED QUALIFICATIONS

• High school diploma or equivalent.

• Must have at least three (3) years of experience in a medical office or emergency room setting.

• Urgent care experience preferred, but not required.

• Ability to work nights, weekends and holidays.

• Experience with insurance eligibility and co-pay determination.

• Certification & experience as a medical assistant a plus, but not required.

• Proficient in using electronic medical records (EMR) software applications

Physical requirements

• Occasionally required to sit, walk, reach with hands and arms.

• Finger dexterity and hand coordination required.

• Occasionally required to lift moderate weights (20-40 pounds)

• Specific vision abilities required for this job include close vision, distance vision, ability to adjust or focus.