Trillium Health
Patient Services Representative- Lead
Trillium Health, Rochester, New York, United States, 14600
Job Title:
Patient Service Representative-Lead
Department:
Clinic
Position type:
Full Time 37.50 hours
FLSA:
Non-exempt
Job Summary:
Under the direct supervision of the Manager and Practice Administrator responsible for performing a variety of non-clinical duties in support of patients, clients, clinic medical providers and other ancillary staff following established methods and procedures. Coordinate and oversee activities of the front office and front office team members to ensure compassionate and professional care for patients. The lead acts as a liaison between management and staff that supports the daily operations with a thorough working knowledge of all department functions.
Duties/Responsibilities: Serve as the main contact at the front desk, greeting patients with professionalism and a welcoming attitude. Efficiently register and schedule patient appointments using the Electronic Medical Record (EMR) system. Manage all incoming phone calls in a call center environment, directing them appropriately and initiating triage requests when needed. Train and support both new and current staff in front desk duties and provide coverage for other reception and registration roles as required. Oversee patient check-in and check-out, confirm demographic information, and collect co-pays and service fees. Conduct appointment reminder calls and assist patients in rescheduling missed appointments to maintain continuity of care. Handle faxing of medical documents at the request of clinical staff or outside agencies. Sort, scan, and distribute incoming mail to the correct providers, ensuring timely documentation in the EMR. Process inbound faxes within the EMR, attaching results to corresponding provider orders. Assist in obtaining medical records from previous healthcare providers when necessary. Work closely with the Practice Manager to oversee daily front office operations, addressing patient concerns and resolving complaints. Coordinate staff schedules, manage call-in coverage, and oversee the PSR work schedule. Support the Practice Manager with process improvements, updates to procedures, and staff development efforts. Ensure staff are knowledgeable about the sliding fee program, insurance verification in the EMR, and the No Surprises Act. Collaborate with the Practice Manager to organize team-building activities that support a positive workplace environment. Monitor call center queues, assist with call volume as necessary, and oversee team member availability. Maintain and adjust provider schedules, accommodate changes due to time off or conferences, and assist with rescheduling patient appointments. Offer administrative support to providers as needed, handling a range of clerical and operational tasks. Demonstrate and promote inclusiveness and respect for diversity in all interactions, embracing individuals of varied backgrounds, identities, and experiences. Model commitment to One Trillium behaviors and organizational values, reflecting these standards in daily work. Uphold the confidentiality of all patients, client, employee, and proprietary information. Meet department performance standards and participate in compliance audits, process improvement, and quality initiatives as requested. Perform other duties as assigned. Required Skills/Abilities:
Experience with Epic software. Ability to respond calmly and effectively during emergency situations. Demonstrates strong telephone etiquette and communication skills. Proficient in understanding and following verbal and written instructions. Clear and effective communication with patients and team members. Excellent oral and written English communication skills; bilingual proficiency in Spanish is preferred. Skill in documenting and maintaining patient care records with accuracy and confidentiality. Strong computer literacy and organizational aptitude. Ability to manage sensitive and confidential medical records, including HIV-related information, with the utmost discretion. Education and Experience:
Minimum 1-3 years of experience in a medical office or clinic setting. Medical Office Assistant Certification preferred. High school diploma or equivalent required.
Physical Requirements:
While performing the duties of this job the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms, talk and hear. Occasionally the employee must stoop, bend and lift or move up to 25 lbs. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.
Equal Employment Opportunity:
Trillium Health promotes Equal Employment Opportunity for all, respecting diverse backgrounds, cultures, races, ages, experiences, and opinions. Employees must meet department performance standards and participate in compliance audits, process improvement, and quality improvement plans.
Patient Service Representative-Lead
Department:
Clinic
Position type:
Full Time 37.50 hours
FLSA:
Non-exempt
Job Summary:
Under the direct supervision of the Manager and Practice Administrator responsible for performing a variety of non-clinical duties in support of patients, clients, clinic medical providers and other ancillary staff following established methods and procedures. Coordinate and oversee activities of the front office and front office team members to ensure compassionate and professional care for patients. The lead acts as a liaison between management and staff that supports the daily operations with a thorough working knowledge of all department functions.
Duties/Responsibilities: Serve as the main contact at the front desk, greeting patients with professionalism and a welcoming attitude. Efficiently register and schedule patient appointments using the Electronic Medical Record (EMR) system. Manage all incoming phone calls in a call center environment, directing them appropriately and initiating triage requests when needed. Train and support both new and current staff in front desk duties and provide coverage for other reception and registration roles as required. Oversee patient check-in and check-out, confirm demographic information, and collect co-pays and service fees. Conduct appointment reminder calls and assist patients in rescheduling missed appointments to maintain continuity of care. Handle faxing of medical documents at the request of clinical staff or outside agencies. Sort, scan, and distribute incoming mail to the correct providers, ensuring timely documentation in the EMR. Process inbound faxes within the EMR, attaching results to corresponding provider orders. Assist in obtaining medical records from previous healthcare providers when necessary. Work closely with the Practice Manager to oversee daily front office operations, addressing patient concerns and resolving complaints. Coordinate staff schedules, manage call-in coverage, and oversee the PSR work schedule. Support the Practice Manager with process improvements, updates to procedures, and staff development efforts. Ensure staff are knowledgeable about the sliding fee program, insurance verification in the EMR, and the No Surprises Act. Collaborate with the Practice Manager to organize team-building activities that support a positive workplace environment. Monitor call center queues, assist with call volume as necessary, and oversee team member availability. Maintain and adjust provider schedules, accommodate changes due to time off or conferences, and assist with rescheduling patient appointments. Offer administrative support to providers as needed, handling a range of clerical and operational tasks. Demonstrate and promote inclusiveness and respect for diversity in all interactions, embracing individuals of varied backgrounds, identities, and experiences. Model commitment to One Trillium behaviors and organizational values, reflecting these standards in daily work. Uphold the confidentiality of all patients, client, employee, and proprietary information. Meet department performance standards and participate in compliance audits, process improvement, and quality initiatives as requested. Perform other duties as assigned. Required Skills/Abilities:
Experience with Epic software. Ability to respond calmly and effectively during emergency situations. Demonstrates strong telephone etiquette and communication skills. Proficient in understanding and following verbal and written instructions. Clear and effective communication with patients and team members. Excellent oral and written English communication skills; bilingual proficiency in Spanish is preferred. Skill in documenting and maintaining patient care records with accuracy and confidentiality. Strong computer literacy and organizational aptitude. Ability to manage sensitive and confidential medical records, including HIV-related information, with the utmost discretion. Education and Experience:
Minimum 1-3 years of experience in a medical office or clinic setting. Medical Office Assistant Certification preferred. High school diploma or equivalent required.
Physical Requirements:
While performing the duties of this job the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms, talk and hear. Occasionally the employee must stoop, bend and lift or move up to 25 lbs. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.
Equal Employment Opportunity:
Trillium Health promotes Equal Employment Opportunity for all, respecting diverse backgrounds, cultures, races, ages, experiences, and opinions. Employees must meet department performance standards and participate in compliance audits, process improvement, and quality improvement plans.