Lead Patient Services Representative - Orthopedics - Wesley Drive Medical Office Building

Thank you for considering a career at Roper St. Francis Healthcare!

Hours: Monday - Friday: 8am - 5pm

Location: 615 Wesley Drive, Ste 100, Charleston SC

May travel/float to other offices

Primary Function/General Purpose of Position

The Lead Patient Service Representative supports the practice leader to ensure team members provide quality work and excellent customer service. Lead responsibilities are designated and assigned by the practice leader including but not limited to: orientation of new hire Patient Services Representatives, assisting in ensuring communication to PSR team related to new workflows and best practices as related to customer service and the revenue cycle. The Lead PSR role also provides front-office support duties including, but not limited to, registering patients, check in/check out, obtaining referrals and pre-certifications, collecting co-pays/cash handling, scheduling appointments, and answering phones. This position will provide excellent customer service and may be asked to occasionally cover other physician practice locations as needed as well as onboard and mentor new team members. Additionally, the lead patient Service Representative serves as a resource for employees when the practice leader is unavailable and communicates and models the mission and values of Bon Secours Health System.

Essential Job Functions

- Participates as an active member of the patient care team, including attendance at clinical huddles.
- Assists practice leader with other duties which may include coordinating provider schedules and rescheduling patients, timekeeping, end of day reconciliation of cash drawers, service recovery when necessary.
- When applicable, proactively reviews the provider schedules and identifies opportunities for improvement to communicate with Practice Site Leader
- Serves as the primary point of contact between patients and physician practices.  Serves as a resource to team members providing onboarding support and ensure a positive patient experience.
- Provides strong communication and excellent customer service skills by greeting patients and the community in a respectful manner
- Answers internal and external calls in a friendly and helpful manner, routes calls, schedules patients, and enters necessary information for patient scheduling into the computer system in a timely and accurate manner.
- Processes patients in practice as they present for their appointments. Coordinates and prioritizes  prompt and appropriate placement of patients. Consider rewording to “requests to accommodate patients’ scheduling needs as allows with provider schedule templates”
- Possesses the ability to troubleshoot and resolve problems promptly, serves as an escalation resource for PSR team members, ensuring patient flow is maintained and informs supervisor or manager of any department and patient issues immediately
- Provides support for basic insurance verification. Secures, completes and verifies all pertinent patient demographic and insurance information as part of the registration process., Corrects registration errors as needed
- Records time indicators for lobby wait times.
- Calculates patient liabilities and actively collects and processes patient payments.
- Performs charge entry for external services (i.e. nursing homes) as necessary.
- Schedules referrals and follow-up appointments and/or assists with scheduling, rescheduling or canceling other services for patients. Assists patients with online scheduling and MyChart as necessary.
- Assists patients in obtaining necessary referrals and/or record requests for follow-up services and record referrals on tracking tool (referral/consults).
- Responsible for and/or assist in obtaining proper authorizations and pre-certifications for all outside procedures scheduled through the physician practice
- Verifies RX benefits in electronic health record, per protocol
- Refers patients to financial counselors when additional financial counseling or payment arrangements are needed. Completes accounts in revenue cycle software
- Follows referral management standard work by assisting patients in obtaining necessary referrals, obtaining proper authorizations and pre-certifications, and verifies all referral orders and requests are complete.
- Understands and performs individual role in assuring compliance with regulatory, accreditation, Medical Group and health system processes.  Performs all assigned duties in a manner consistent with appropriate customer service requirements and in support of Bon Secours’ ethics and values.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Licensing/Certification

None

Education

High School Diploma or GED (required)

Work Experience

2-years of face-to-face customer service experience OR 3 years of phone customer service experience (required)

Experience in healthcare environment (preferred)

Training

None

Language

None

Patient Population

Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit.

Demonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures.​

Neonates (0-4 weeks)

Infant (1-12 months)

Pediatrics (1-12 years)

Adolescents (13-17 years)

Adults (18-64 years)

Geriatrics (65 years and older)

x       Not applicable to this position

Working Conditions

x    Periods of high stress and fluctuating workloads may occur.

Long-distance or air travel as needed- not to exceed 10% travel.

x        General office environment.

x      May be exposed to high noise levels and bright lights.

x      May be exposed to physical altercations and verbal abuse.

May be exposed to limited hazardous substances or body fluids.*

May be required to use physical restraints.

May be exposed to human blood and other potentially infectious materials.*

May be exposed to adverse weather conditions; cold, hot, dust, wind, etc.

x       May have periods of constant interruptions.

Required to car travel to off-site locations, occasionally in adverse weather conditions.

Prolonged periods of working alone.

____ Other:

____ Not applicable to this position

* Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.

Physical Requirements

Physical Demands

Frequency                                              0%                  1-33%                 34-66%                 67-100%

Lifting/ Carrying (0-50 lbs.)                                                x

Lifting/ Carrying (50-100 lbs.)                                          x

Push/ Pull (0-50 lbs.)                                                          x

Push/ Pull (50-100 lbs.)                                                       x

Stoop, Kneel                                                                         x

Crawling                                                                              x

Climbing                                                                              x

Balance                                                                               x

Bending                                                                               x

Work Position

Frequency                                               0%                  1-33%                 34-66%                 67-100%

Sitting                                                                                                                     x

Walking                                                                                   x

Standing                                                                                  x

Additional Physical Requirements/Hazards

Physical Requirements

X      Manual dexterity (eye/hand coordination)

Perform shift work

Maneuver weight of patients

X      Hear alarms/telephone/audio recordings

X      Reach above shoulder

X      Repetitive arm/hand movements

Finger Dexterity

Color Vision

Acuity – far

X      Acuity – near

____ Not applicable to this position

Hazards

Depth perception

Use of Latex products

Exposure to toxic/caustic/chemicals/detergents

Exposure to moving mechanical parts

Exposure to dust/fumes

Exposure to potential electrical shock

Exposure to x ray/electromagnetic energy

Exposure to high pitched noises

Gaseous risk exposure

Other:

_x___ Not applicable to this position

Skills

Hard/Tech/Clinical Skills :

Knowledge of medical terminology and ICD-9 coding (preferred)

Basic knowledge of Microsoft Office products, typing and computer skills (including 40+ WPM typing skills)

Basic math skills

Soft/Interpersonal Skills:

Excellent collaboration, communication and interpersonal skills

Ability to engage with, educate and indirectly lead staff and patients in a professional manner

Problem solving skills

As a Roper St. Francis Healthcare teammate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

- Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)

- Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts

- Paid time off, parental and FMLA leave, short- and long-term disability

- Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status

Roper St. Francis Healthcare is an equal opportunity employer.

It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a).Accordingly, all applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [email protected] (mailto:[email protected])