full-time 14 days ago
Lead Patient Services Representative - Dental
Neighborhood Healthcare
Escondido, CA 92025
24.95 - 34.93/hr
About the Practice
N/A Team Members
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Job Description
About us
Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.
As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 90,000 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.
We have been doing this since 1969 and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you!
The Lead Patient Services Representative will maintain an efficient workflow in the clinic by assigning specific tasks to other Patient Services Representatives (PSR). This role will increase patient experience by incorporating resolved complaints into ongoing training for the team. Additionally, this role will assist with coaching, training, and development of the team.
Responsibilities
Provides functional direction to assigned PSRs, including scheduling assignments, coordinating workflows, and assigning priorities
Maintains courteous relations with patients and staff, responds to appointments/front desk complaints and problems
Acts as liaison between billing office and site
Supports and responds to questions from the team; provides one-on-one coaching, as needed
Trains and orients new hires to standard protocols, policies, and procedures in the clinic
Assists management with monitoring team performance and facilitate additional team training, as needed
Provides department improvement recommendations to management, including policies, procedures, equipment, and functional guidelines
Engages with patients to schedule appointments and obtain relevant information to determine priority appointment scheduling needs
Notifies patients of appointments, including appointment date/time; updates/confirms appointment changes for cancellations, and notifies patients of available alternate appointment dates/times
Ensures current providers/patients schedules are accurate; makes changes in accordance with authorized procedures and ensures distribution of next day schedules to designated areas
Provides reception and registration for patient in designated areas, including appointment verifications, completed registration forms, contact and insurance verifications, and collection of co-pays/fees for current visit and any outstanding balances
Performs check-out processes for patients leaving treatment areas by reviewing their encounter forms for disposition instructions; provides patient with treatment plan and cost, as needed
Manages cash control procedures of balancing total cash payments with encounters received to ensure accuracy, including verifying cash drawers are balanced
Provides daily payment reports to accounting and cash receipts copies to billing department
Support the reception desk by screening and redirecting incoming calls to appropriate staff, taking and relaying messages, and providing general or procedural information
Collects and generates department work activity statistics at designated intervals following established procedures
Creates PSR schedule for the clinic each month
Completes a monthly office supply inventory and orders office supplies, as needed
Performs administrative tasks for the clinic, such as opening and sorting mail, scheduling meetings, copying forms, assisting management with facilities reports
Impacts patient experience by demonstrating courteous and helpful behavior and a commitment to accuracy
Share accountability for overall patient health outcomes by working in coordination with care Teams
Operates to instill confidence in our care and in our facilities to patients, fellow employees, and other stakeholders
Customer Relations
Responds promptly and with caring actions to patients and employees
Maintains courteous and professional working relationships with all levels of staff, clients, and the public
Works with management to intervene in real-time to address patient concerns and complaints to sustain healthy customer relations
Qualifications
Education/Experience
High school diploma/GED required
Two years’ patient services experience within medical and/or dental office required
Two years’ experience working with electronic medical records and multi-phone lines required
Bilingual (English/Spanish) highly preferred
**Please note, you need to be part of the dental PSR team to qualify for this role.**
Additional Qualifications(Knowledge, Skills and Abilities)
Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
Knowledgeable about and experience with medical and/or dental terminology
Ability to perform administrative duties
Ability to successfully manage multiple tasks simultaneously
Excellent planning and organizational ability
Ability to work as part of a team as well as independently
Ability to work with highly confidential information in a professional and ethical manner
Physical Requirements
Ability to lift/carry 5 lbs/weight
Ability to stand for long periods of time
Pay range: $24.95 to $34.93 per hour, depending on experience.
Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.
Education
Required
High School or better
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.
As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 90,000 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.
We have been doing this since 1969 and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you!
The Lead Patient Services Representative will maintain an efficient workflow in the clinic by assigning specific tasks to other Patient Services Representatives (PSR). This role will increase patient experience by incorporating resolved complaints into ongoing training for the team. Additionally, this role will assist with coaching, training, and development of the team.
Responsibilities
Provides functional direction to assigned PSRs, including scheduling assignments, coordinating workflows, and assigning priorities
Maintains courteous relations with patients and staff, responds to appointments/front desk complaints and problems
Acts as liaison between billing office and site
Supports and responds to questions from the team; provides one-on-one coaching, as needed
Trains and orients new hires to standard protocols, policies, and procedures in the clinic
Assists management with monitoring team performance and facilitate additional team training, as needed
Provides department improvement recommendations to management, including policies, procedures, equipment, and functional guidelines
Engages with patients to schedule appointments and obtain relevant information to determine priority appointment scheduling needs
Notifies patients of appointments, including appointment date/time; updates/confirms appointment changes for cancellations, and notifies patients of available alternate appointment dates/times
Ensures current providers/patients schedules are accurate; makes changes in accordance with authorized procedures and ensures distribution of next day schedules to designated areas
Provides reception and registration for patient in designated areas, including appointment verifications, completed registration forms, contact and insurance verifications, and collection of co-pays/fees for current visit and any outstanding balances
Performs check-out processes for patients leaving treatment areas by reviewing their encounter forms for disposition instructions; provides patient with treatment plan and cost, as needed
Manages cash control procedures of balancing total cash payments with encounters received to ensure accuracy, including verifying cash drawers are balanced
Provides daily payment reports to accounting and cash receipts copies to billing department
Support the reception desk by screening and redirecting incoming calls to appropriate staff, taking and relaying messages, and providing general or procedural information
Collects and generates department work activity statistics at designated intervals following established procedures
Creates PSR schedule for the clinic each month
Completes a monthly office supply inventory and orders office supplies, as needed
Performs administrative tasks for the clinic, such as opening and sorting mail, scheduling meetings, copying forms, assisting management with facilities reports
Impacts patient experience by demonstrating courteous and helpful behavior and a commitment to accuracy
Share accountability for overall patient health outcomes by working in coordination with care Teams
Operates to instill confidence in our care and in our facilities to patients, fellow employees, and other stakeholders
Customer Relations
Responds promptly and with caring actions to patients and employees
Maintains courteous and professional working relationships with all levels of staff, clients, and the public
Works with management to intervene in real-time to address patient concerns and complaints to sustain healthy customer relations
Qualifications
Education/Experience
High school diploma/GED required
Two years’ patient services experience within medical and/or dental office required
Two years’ experience working with electronic medical records and multi-phone lines required
Bilingual (English/Spanish) highly preferred
**Please note, you need to be part of the dental PSR team to qualify for this role.**
Additional Qualifications(Knowledge, Skills and Abilities)
Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
Knowledgeable about and experience with medical and/or dental terminology
Ability to perform administrative duties
Ability to successfully manage multiple tasks simultaneously
Excellent planning and organizational ability
Ability to work as part of a team as well as independently
Ability to work with highly confidential information in a professional and ethical manner
Physical Requirements
Ability to lift/carry 5 lbs/weight
Ability to stand for long periods of time
Pay range: $24.95 to $34.93 per hour, depending on experience.
Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.
Education
Required
High School or better
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
About Neighborhood Healthcare
Neighborhood Healthcare provides comprehensive healthcare services throughout San Diego and Riverside Counties. They offer a wide range of medical and wellness programs with a focus on community impact and positive change.