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Job Description

The Lead Patient Service Rep, PACT functions as an administrative team lead for the float pool. This position supports the physician and nursing staff multiple departments in the delivery of health care by performing a variety of administrative related tasks to maintain a smooth and efficient front office workflow. This position also assists with providing a review of float pool Patient Service Rep administrative skills, assessing the workflow of Float pool administrative staff and being responsible for float pool staff/scheduling coverage.

Duties and Responsibilities: 

• Leads huddles to monitor, assess and evaluate department workflow.
• Provides orientation and training for administrative staff.
• Provides assistance in tracking and monitoring policies and other department specific data for safeguarding organization resources and monitoring of patient refunds.
• Manages the patient care flow and assists with supervising CS-Link message pools.
• Monitors and assesses administrative workflows, performs observations of staff skills and performance abilities using designated evaluation and observation tools, provides suggestions for opportunities to improve and assists the Supervisor with the preparation, documentation and make recommendations related to corrective actions.
• Manages the physicians’ master schedules and coordinates all schedule changes. Guides' staff accordingly, and makes recommendations for schedule improvements.
• Provides assistant to patients by explaining policies, procedures, or services using administrative knowledge and direct inquiries or complaints to appropriate medical staff members, administrative staff, insurance plans, and other departments to ensure satisfactory resolution.
• Assists with administrative support activities to address physician and staff concerns such as facilities management, patient billing, utilization management, quality management, risk management, human resources, and payroll.
• Handles patient and provider correspondence.
• Processes and tracks referrals and authorizations for patients.
• Provides assistance in administrative quality assurance measures and adheres to all infection prevention standards.
• Assists as a chaperone when needed upon completion of the required Chaperone Training.
• Coordinates all schedule changes, teaches staff accordingly, and makes recommendations for schedule improvements.
• Performs daily staff deployment.
• Conducts new staff onboarding and orientation.

Qualifications

Education:

High school diploma/GED preferred.

Experience:

Five (5) years of Patient Service Representative or Medical Assistant experience in an outpatient medical office setting required.