Lead Patient Asst Spec

JOHNSON HEALTH CENTER•Bedford, VA

7d•Onsite

About The Position

The Lead Patient Assistance Specialist works as part of the Patient Care Team and assists with the overall office experience. The Lead Patient Assistance Specialist is primarily responsible for providing excellent customer service to all patient contacts and promoting team-based care by collaborating and communicating patient needs with the care team.

Requirements

High School diploma or equivalent.
Some medical office experience preferred.
Minimum 9 months’ experience at Johnson Health Center
Some experience leading a team of approximately 4-10 people.
Working knowledge of MS Office products and ability to learn and/or previous experience with other computer-related applications, such as electronic medical records.
Excellent oral and written communication skills.
Working knowledge of office equipment, i.e., scanners, printers, copy machines, telephone system, fax machine, and credit card machine.

Nice To Haves

Some medical office experience preferred.

Responsibilities

Communicates with patients in a courteous and professional manner in face-to-face encounters and via the telephone. Answers telephones, screens and routes incoming calls, takes messages and delivers information electronically.
Promotes the Team-based Care Model by participating in daily huddles and Patient Centered Medical Home bi-weekly team meetings to communicate and collaborate on patient issues and needs.
Checks in patients for acute clinic, appointments, or other visits. Verifies all demographic information and insurance. Notifies nursing staff and providers of arrival of patient through EMR.
Facilitates verification of the patient’s insurance. Copies the insurance card and places it under patient demographics on their info page; contacts the billing specialist if needed.
Scans immunization records when the patient is being seen at the Pediatric office.
Checks out patients, schedules follow-up appointments, and also prints-out the patient visit summary.
If medical record transfer is needed, provides forms and helps patients complete the form once they provide ID.
Collects money for co-payments and applies to patient’s account and prints a receipt for the patient.
Balances money collected from co-payments and patients’ bill balance; completed transactions put in the safe in the evening.
Responsible for accurate accounting of the cash drawer and logging at determined times of the day (morning, noon, evening). Two signatures are required.
Assists patients with completion of the Reduced Fee application process, clearly understanding the process and following consistently.
Reviews completed demographic forms and the data entered by other Patient Assistance Specialists (PAS) members for accuracy.
Collects data for patient complaints and works to resolve issues within their scope; refers more complex situations to a PES team member.
Works with the Front Office Supervisor to coordinate schedule blocks, training new employees, and relays updates and/or necessary information from FOS to other PAS staff.
Arranges schedule and ensures there is adequate coverage for the site; approves time off and covers the office or arranges for coverage of the office when there are absences.
Orders Office Supplies.
Administers new hire performance checklists and yearly performance evaluations with PAS members at their assigned site.
Deletes payments or documents from EMR for PAS members when necessary.
Coordinates with the Associate Director of Patient Access or appropriate administrative staff for needed tech support.
Physical attendance is an essential element of the job and necessary to perform the essential functions of the Patient Assistance Specialist position
Performs other duties as assigned.