Patient Services Lead

Title: Patient Services Lead

Reports to: Customer Service Manager

ABOUT EXER

Exer’s mission is “creating convenient access to ER doctors in an affordable and caring environment.” Exer can take care of about 80% of the procedures being handled in the ER today at a fraction of the price and in a much more comfortable setting with shorter wait times. In other words, we can address most of the issues that the ER sees today at a fraction of the price with more convenience for the patient. Our first core value is “Patient\-Centered” care and this is what Exer is all about. We want to transform the urgent care space and be a role model to other sectors of healthcare as to what healthcare can be. We are passionate about creating a better healthcare, and this starts with our Medical Assistants who are usually the first point of contact with our patients.

We are looking an individual that shares this passion. Our care starts with a smile and flows through to the exceptional care that we offer. If being a part of transforming healthcare gets you fired up, then please apply to become a part of the team. Shifts are from 9 am – 9 pm and we are open 7 days per week.

JOB SUMMARY:

The Patient Services Lead will be a player\-coach” working on\-the\-floor as both a Patient Services Associate as well as oversee the team answering phones/emails, registering patients online, and generally assisting with clinic operations in a virtual capacity to help support our urgent care facilities and operations. This position requires a high level of focus on details to ensure the accuracy of confidential medical records and as well as a warm, professional and courteous manner to make each patient interaction as pleasant as possible.

MAJOR DUTIES AND RESPONSIBILITIES:

• Provide day\-to\-day oversight of teammates to ensure complete and efficient customer interactions as well as lead teams to goals/desired satisfaction scores
• Lead by example as a working PSA
• Tactfully and professionally handle escalated issues internally and externally
• Participate in audits and data collection and analysis for performance evaluation, trending, and feedback to the team and other departments
• Assist in development of retention programs to keep morale high and reduce employee turnover
• Participate in the recruitment, onboarding, and training of new staff as requested
• Coordinate monthly schedules and assist with callouts/changes
• Participate in special projects as needed
• Conduct daily huddles and team meetings
• Greet all customers and patients with a warm and welcoming demeanor
• Answer incoming calls and email with urgency and efficiency; provide accurate answers and/or redirect patients to someone who can answer their question or concern
• Check\-in patients virtually and patiently guide them through the registration process, including the processing of all forms and insurance; verification of patient identity and demographics; processing of payments and posting patient balances
• Properly handle confidential records and manage electronic documents (scans, faxes, photos, pdfs, etc.) with strictest adherence to compliance standards of the healthcare industry
• Appropriately label and upload documents with great attention to detail and accuracy into our medical record system
• Support clinics with any tasks that can be done remotely, including patient satisfaction surveys and gathering data
• Maintain a neat and clean work environment and professional appearance
• Adherence to relevant health and safety procedures, standards of business conduct, HIPAA and compliance.
• Performs any other tasks required to help company meet its goals

JOB\-RELATED SKILLS/COMPETENCIES:

• Is passionate about healthcare and delivering patient\-focused care
• Has a contagious and positive work ethic, inspires others, and models the core values of Exer
• Must deliver Exer’s high level of customer service at all times in a professional, courteous, sensitive manner
• Highly efficient and able to multi\-task and work well under pressure with heavy call volumes and/or patient requests
• Consistently delivers warm and positive verbal and written communication that is clear, well\-organized; demonstrates an understanding of audience needs, making each customer feel informed, understood, and valued
• Great attention to detail
• An effective team player who proactively contributes valuable ideas and feedback and can be counted on to meet commitments and complete tasks
• Is able to keep up in the Exer environment by facing tasks, challenges, and changes with drive, energy and passion
• Solid working knowledge of computer software and/or the ability to quickly learn and effectively utilize new software systems including but not limited to Exer’s EMR system (Codonix), Doxy, billing software, payment collection systems and insurance verification programs (training will be provided); Microsoft Office (e.g. Excel) and Smartsheets

EDUCATION/CREDENTIALS:

• High school diploma; Associate Degree preferred
• 2\-3 years of experience in customer service with strong performance on both details and manner in which they work with customers, de\-escalating complex conversations

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• Must maintain a clean, healthful and professional appearance at all times
• Position works in an office setting. The noise level is moderate.
• Must be able to sit and speak for 4\-5 hours at a time, use hands to finger, handle, reach; some bending and stooping; ability to bend, lift and carry up to 15 lbs.
• Must be willing to work some nights and weekends to support our urgent care facilities that are open from 9 am – 9 pm
• This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management
• Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and ability to adjust and focus
• Must be able to hear and speak effectively in English