Lead Patient Services Specialist, OB/GYN
GWU Medical Faculty Associates

Job Info

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Position Summary

To schedule and register Medical Faculty Associates (MFA) patients; to provide effective customer service during the reception, scheduling, registration, and cash collection process; to perform more complex lead worker/ administrative duties associated with the scheduling, registration, and cash collection process.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

• Ensures the efficient processing of patients and smooth patient flow.
• Increases employee motivation, retention, and engagement by providing ongoing coaching to staff.
• Helps in workflow implementation that improves patient flow and patient satisfaction and provides feedback to managers
• Delegates workload during downtime, ensures that front office staff is always engaged and productive
• Assists manager with reconciliation of daily batches
• Oversees the PSS schedule and ensures coverage by working closely with the practice manager
• Greets and directs patients for appointments, tests, referrals, and information utilizing effective customer relations skills and telephone techniques.
• Schedules patient appointments and test procedures using a computerized scheduling system; prepares appointment notices; schedules physician referrals inside and outside the MFA; provides patient instructions verbally or in writing in order for the patient to prepare for the appointment.
• Obtains documents and verifies patient demographic financial and insurance information using a computerized scheduling system.
• Performs pre-registration activities to gather demographic information; determines medical insurance coverage; identifies patients with delinquent accounts; confirms appointments, and registers patients into a computerized system.
• Performs patient appointment maintenance activities; as necessary, to ensure patient appointment history is accurate.
• Counsels patients on unpaid balances from previous visits prior to scheduling subsequent appointments; counsels patients in anticipated costs for services.
• Collects payment due at time of appointment as well as payments for unpaid balances; prepares receipts for all monies collected; provides copies for the reception area, billing office, and the patient.
• Prints forms or reminder cards necessary to facilitate the patient encounter and daily operations.
• Works with physicians and nursing staff to facilitate the patient encounter and departmentally assigned responsibilities.
• Assists in answering inquires regarding departmental and Medical Center services and provides information regarding procedures, rules, and regulations pertaining to the assigned clinical area.
• Provides indigent patients with lists of alternative medical resources.
• Prints and reviews daily scheduling reports; distributes as appropriate.
• Changes provider scheduling requirements and profiles in the system, according to departmental policy.
• Prints and takes action on the "bump" list (i.e. patients canceled due to physician schedule changes); notifies patients of cancellation; reschedules appointments; identifies to supervisor any problems which occur with these cancellations.
• Provides assistance to Patient Services Specialists, as needed.
• Reviews and balances daily cash receipts; in the absence of the supervisor, submits daily cash deposits to the cashier.
• May review and check batch totals for accuracy prior to the submission of fee tickets to charge entry.
• Reviews reports to ensure charge has been entered for each appointment.

Qualifications

Education

• High school diploma is required.
• Two or more years of college of college education is preferred.

Experience

• 3+ years of experience in providing customer services is necessary.

 

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