Patient Service Representative

PSR Lead Position

Provides critical first contact between patients and Care Alliance Health Center. The PSR Lead position is the primary resource for the Clinical Operations Manager for schedule maintenance, appointment management, scheduling and training new and existing PSR staff, as well as escalated daily patient concerns.

Task Responsibilities & Competencies :

• Include but are not limited to :
• Work as a PSR at CAHC reception desk
• Handle and / or direct patient questions and complaints
• Calmly and effectively guide patients by phone through emergencies.
• Coordinate patient scheduling and flow throughout the day.
• Oversee appointment management and update records of scheduled patients.
• Schedule appointments in accordance with guidelines
• Open a telephone or refill encounter and route to the appropriate pool or staff member.
• Verify and interview patients for necessary registration information to ensure it is correct.
• Inform patients of the company's payment policy; follow payment policy by collecting payment from patients at time of service.
• Understand and follow treatment plans to schedule follow-up appointments as required.
• Follow and track appointments due to no-shows, cancellations, and late arrivals.
• Produce and review reports on staff productivity with staff.
• Prior to the time of appointment, contact insurance companies to verify coverage and fee schedule and complete insurance breakdown accurately and completely.
• Ensure HIPAA compliance and security of medical records.

Minimum Education and Experience :

Required :