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Lead PSR in Fairfax, VA at Washington Radiology

Date Posted: 4/17/2019

Job Snapshot

Job Description

The Lead Patient Service Representative is responsible for the operational excellence of the front desk. This position is critical to Solis Mammography; by providing outstanding patient care and maintaining the flow of the center, the Lead Patient Service Representative impacts the profitability of the organization.

• Understands, demonstrates and promotes Solis Mammography brand promise;
• Manages daily operations of the front desk;
• Ensures patients are greeted in a professional manner within 30 seconds;
• Ensures patients are asked “How can I assist you?” 97% of the time;
• Verifies and or inputs patient information (demographics, insurance and patient contact information) into system 100% of the time;
• Explains and assists patients with completion of forms on an as-needed basis;
• Scans documents and links to patient medical records on an as-needed basis;
• Explains insurance benefits and collects payments on an as-needed basis;
• Escorts patients and explains dressing area instructions and provides wait times as assigned;
• Schedules or changes appointments and prepares paperwork for exams or payers on an as-needed basis;
• Ensures exams have required orders and requests and follows up on as needed basis;
• Generates daily invoice journal and reconciles payments on a daily basis;
• Proficient in handling calls for general patient questions, i.e. directions, hours of operation, etc.;
• Refers questions regarding medical results to clinical team member 100% of the time;
• Maintains confidentiality of patient and team member information 100% of the time;
• Participates in front office and company training as scheduled.
• Manages team members on a daily basis ensuring compliance with company policies, guidelines, and procedures;
• Trains new Patient Service Representatives and monitors front office processes to ensure policies are followed;
• Creates and maintains frequent communication and positive relationship with team members as evidenced by surveys and turnover;
• Monitors front desk staffing levels and ensures appropriate coverage relative to budget and patient volume;
• Participates in interviews and onboarding process for new team members;
• Communicates team member coaching and counseling opportunities to Center Director;
• Completes incident reports on an as-needed basis.
• Reports harassment and/or discrimination issues to Center Director or HR within eight hours;



Job Requirements


• Strong desire to serve patients;
• Strong verbal communication and listening skills;
• Energetic and flexible;
• Follows direction with focused attention;
• Manages multiple projects and timelines;
• Well organized and detail oriented;
• Exhibits sound judgment;
• Forms strong working relationships within the team;
• Identifies additional tasks to be completed and willingly assists others;
• Strong computer skills using Microsoft Office Suite required;
• Basic knowledge of RIS software preferred;
• Typing skills of at least 40wpm preferred;
• Basic knowledge of medical terminology preferred;
• Prior cash handling experience preferred;
• Prior supervisory experience preferred;
• Minimum of two years’ experience in healthcare or patient care required;
• College coursework preferred.