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Evergreen Health

At Evergreen and our affiliates, we value collaborative, down-to-earth individuals and encourage self-expression. We recognize that our diverse workforce allows us to provide culturally competent care to everyone in our community.

The Lead Patient Services Representative provides support to the Patient Services Representatives. They collaborate with and support team members to ensure a patient-focused approach to care.

As part of the Essential Functions for this role, the Lead Patient Services Representative:

+ Directly supervises Patient Service Representatives (PSRs)

+ Works in collaboration with the Director of Practice Operations in leading, coaching, and developing staff

+ Monitors staff schedules and arranges appropriate coverage for lunches, breaks, and planned or unplanned time away

+ Monitors and reviews patient charts to ensure that PSRs are adhering to all scheduling, registration, and patient care protocols; provides feedback and retraining to staff as needed

+ Maintains the ability to perform all functions of the PSR role and provides support and coverage as needed

+ Monitors the volume of incoming and outgoing phone calls per employee through the use of phone metrics dashboards

+ Monitors and evaluates staff performance in accordance with the Performance Policy; holds routine check-ins to address progress towards achieving performance goals

+ Deploys Provider templates in Medent and routinely monitors for scheduling errors

+ Documents provider time off requests in Medent and the Provider Time Off calendar; addresses any appointment reschedules as needed

+ Reviews Patient Access Reports and provides feedback and suggestions to improve patient access to care

+ Addresses incoming surgical clearance requests for Primary and Specialty Care and ensures patients are scheduled in a timely manner

+ Receives, tracks, and maintains incoming referrals for New Primary and Specialty care patients using the Incoming Referrals Log

+ Assists with the onboarding process of medical providers, students, residents, fellows, and shadowing students

+ Ensure all patient-facing Front Desk paperwork is up to date, including but not limited to Welcome Packets, Consent Forms, and Waiting Room Signage

+ Investigates and resolves provider change requests, patient complaints, and service issues through Healthicity when applicable

+ Maintains an in-depth understanding of the Downtime Procedure and assists with converting to downtime processes when necessary; ensures Downtime Binder and all included forms remain up to date at all times

+ Submits office and kitchen supply requests on behalf of Primary and Specialty Care

+ Identifies areas for improvement in day-to-day work flows, and works in collaboration with Director of Practice Operations and multi-disciplinary team to roll out process improvements

+ Maintains appropriate communication and interpersonal skills with supervisors, staff, and patients to ensure coordinated efforts and provision of high-quality service

Qualified Candidate will have an Associate degree and one (1) year of experience in the healthcare field -OR- High school diploma or equivalent, and three (3) years of experience in the healthcare field; must be able to communicate clearly and professionally in writing and verbally with a strong knowledge of medical terminology (preferred); attention to detail and computer efficiency required; experience with EMR (Electronic Medical Records) systems strongly preferred; excellent typing and editing/proofreading skills highly desired; ability to travel between office locations; sensitivity toward cultural diversity, people living with HIV/AIDS and lifestyle and addiction issues is essential.

Job Type: Full-time

Required education: Associates degree and one (1) year of experience in the healthcare field -OR- High school diploma or equivalent, and three (3) years of experience in the healthcare field.

Preferred experience: Working in EMR systems

What Evergreen Health Offers You:

+ Multiple comprehensive medical health insurance plans for you to choose from

+ Dental and Vision coverage at no cost to you

+ Paid Time Off package that equals 4 weeks of time in your first year

+ 403b with a generous company match

+ Paid parking or monthly metro pass

+ Professional development opportunities

+ Paid lunch breaks