Job: FT Lead Patient Services Representative *Bilingual (Eng/Sp)* in Escondido

Under general supervision, provides work direction to assigned personnel; coordinates workflow and assigns priorities; ensures good customer service to patients; responds to appointments/front desk complaints and problems, and performs receptionist duties.

Essential Duties/ Responsibilities:
1. Provides functional direction to assigned staff; schedules assignments with supervisor’s confirmation; coordinates workflow and assigns priorities; maintains courteous relations with patients and staff; responds to appointments/front desk complaints and problems; responds to questions of assigned employees; trains and orient new personnel; provides information to supervisor regarding job performance of assigned staff in carrying out standard job duties; appraises supervisor of tardiness/attendance irregularities of assigned staff; may provide recommendations to supervisor regarding department policies and procedures, equipment, functional guidelines, etc.
2. Schedule patient appointments by telephone, mail or in person utilizing the computer system to key in standard information such as name, birth-date, address telephone number insurance payer, etc.; obtains relevant information to determine priority appointment scheduling needs of patients; notifies patients of appointment date/time; confirms appointment changes due to cancellations and notifies patient of available alternate times.
3. Generates provider/patient appointment schedules via computer system; ensures current schedules are accurate; make changes in accordance in accordance with authorized procedures and ensures distribution of next day schedules copies to designated areas.
4. Provides reception and registration for designated area; verifies patient ‘s visit with appointment schedule; completes encounter forms, verifies current address/phone number; determines proper eligibility making copies of cards for appropriate billing and may issue a variety of forms to patient to fill out; collects appropriate fees as required per established programs source fee schedules; directs patients to waiting area and ensures their timely intake for medical services.
5. Process patients leaving treatment areas by checking their encounter forms to ensure proper completion; checks for possible disposition instructions; collects any fee’s balances for the current visit and asks patients to pay for any outstanding balances. Carries out appropriate cash control procedures of balancing total cash payments with encounters received to ensure accuracy. Completes bank deposit slip for corresponding money; forwards encounters and cash receipts copies to billing department as required.
6. Provides telephone reception for designated area by screening and referring incoming calls to appropriate staff; takes and relays messages; gives out general or procedural information.
7. Requests patient medical charts from Medical Records in advance of patient’s schedule appointment; ensures there is adequate writing space for providers by inserting progress notes forms as required. Assembles new patient charts
8. Collects and computes department work activity statistics at designated intervals following established procedures. Performs other duties as required, such as opening and sorting mail, scheduling meetings, copying forms, etc. Maintains courteous relations with patients and staff.
Safety:
1. Maintain current knowledge of policies and procedures as they relate to safe work practices.
2. Follow all safety procedures and report unsafe conditions.
3. Use appropriate body mechanics to ensure an injury free environment.
4. Be familiar with location of nearest fire extinguisher and emergency exits.
5. Follow all infection control procedures including blood-borne pathogen protocols

HIPAA/Compliance:
1. Maintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposes.
2. Comply with all regulations regarding corporate integrity and security obligations. Report unethical and fraudulent or unlawful behavior or activity.

Skills: Ability to perform all reception duties, ability to provide work direction to front desk personnel, ability to interact effectively with supervisors and other staff.

Education: High School diploma/ GED

Experience: 2 years experience preferred

Bilingual (English/Spanish)