Sr Patient Services Rep - CNPA Upper Marlboro/Waldorf

Performs all duties of Patient Services Representative (Children's National Pediatricians & Associates) and additionally, schedules and coordinates workflow of staff, provides quality control, monitors and provides guidance, provides training and orientation of staff, assists manager in monitoring inventory and ordering supplies. Works independently under minimum supervision.

Weekday work hours vary between 8 a.m. at the earliest to 6 p.m. at the latest depending on the day. There is a Saturday shift (4 hours/morning only) one to two Saturdays per month.

Minimum Education
High School Diploma or GED (Required)

Minimum Work Experience
3 years Medical Office/Business Office experience. (Required)

Required Skills/Knowledge
Basic math skills
Basic knowledge of office procedures
Basic knowledge of medical terminology
Knowledge of patient financials & accounting
Knowledge of insurance verification
Knowledge of scheduling appointments
Excellent communication (written and oral) and customer service skills
Ability to follow precise procedures and is detail-oriented
Knowledge of Microsoft Office suite
Ability to coordinate and coach staff
Ability to designate job and manage employee schedule
Leadership skills to include proactivity, critical thinking, and problem solving.

Functional Accountabilities
Office Support and Administration

• Assist Team Lead PSR with inventory and purchase orders.

• Train and/or provide orientation for staff as directed by the Team Lead PSR or Office Manager.

• Oversee and report unsafe behavior or performance.

• Coordinate and manage patient flow between administrative and clinical areas.

• Identify opportunities to improve administrative processes.

Patient Account Maintenance and Responsibilities

• Review, verify, and update patient account information at every visit as defined in the training manual.

• Collect appropriate copays, deductibles, and balances. Use credit balances when applicable and documents all financial transactions in the EHR.

• Resolve complex patient/insurance billing issues.

• Perform all other patient account duties as assigned.

Reception / Customer Service

• Greet patients and visitors in a prompt, courteous, and helpful manner.

• Answer phones and handle calls promptly and accordingly.

• Give and obtain accurate and pertinent information to and from callers.

• Manage all patient related communications as defined by the PCMH workflow.

Patient Processing / Scheduling

• Ensure complete patient registration by parent/guardian and populates all required registration fields in the EHR.

• Verify patient insurance eligibility and coverage prior to service.

• Ensure the schedule is accurate and up to date (Ex: check-in, check-out, and no shows).

• Oversee and schedules patient appointments accordingly based on the scheduling policy.

• Assist management with building and maintaining provider scheduling templates while optimizing schedules and maximizing visit capacities and patient flow.

Safety

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and takes time to resolve the situation

• Demonstrate accurate, clear and timely verbal and written communication

• Actively promote safety for patients, families, visitors and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Organizational Accountabilities
Teamwork / Participation

• Attend and assist in meetings as required, and participates in committees as requested.

• Participate in professional development activities.

Organizational Commitment/Identification

• Partner in the mission and upholds the core principles of the organization

• Committed to diversity and recognizes value of cultural ethnic differences

• Demonstrate personal and professional integrity

• Maintain confidentiality at all times

Customer Service

• Anticipate and responds to customer needs; follows up until needs are met

Teamwork/Communication

• Demonstrate collaborative and respectful behavior

• Partner with all team members to achieve goals

• Receptive to others' ideas and opinions

Performance Improvement/Problem-solving

• Contribute to a positive work environment

• Demonstrate flexibility and willingness to change

• Identify opportunities to improve clinical and administrative processes

• Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility

• Use resources efficiently

• Search for less costly ways of doing things