Patient Services Lead - Front Desk & Scheduling

Michigan Institute Of Urology; Novi (MI); On-site; USD 32,000 - 46,000; Full time

Job summary

Michigan Institute Of Urology is seeking a Patient Service Representative Lead in Novi, MI to manage front desk operations, greet patients, schedule appointments and oversee registration and check-out processes. You will coordinate with the Front Office Supervisor, maintain provider schedules and ensure accurate billing, including collecting co-pays and balances.

The role requires strong communication, excellent organization, and a patient-focused attitude to deliver exceptional service while

Qualifications

• Knowledge of healthcare field and medical office protocols/procedures.
• Knowledge in healthcare systems operations such as EMR. Skill in using computer programs and applications including Microsoft Office.
• Knowledge of medical terminology, healthcare coding systems, and clinics functions.
• Knowledge of Medicare, Medicaid, managed care, and other third-party payer’s guidelines.
• Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding a plus.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Customer-oriented with ability to remain calm in difficult situations.
• Delivers exceptional patient service throughout all interactions.
• Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.).
• Ability to comprehend established office routines and policies.
• Ability to identify problems and recommend solutions within the scope of his or her authority.
• Ability to build relationships with patients and display empathy and compassion to patients.
• Ability to work independently and manage deadlines.
• Complies with HIPAA regulations for patient confidentiality.
• Complies with all health and safety policies of the organization.

Responsibilities

• Performs the role of front desk associate when staffing needs require.
• Maintains cleanliness and professional appearance of the front office area of the clinic.
• Reviews all front office activities to ensure registration accuracy and successful collections, coordinates with management for process improvements.
• Works directly with Front Office Supervisor on daily operations.
• Maintains full provider schedules.
• Assists with periodic staff meetings with front office team members.
• Monitors the flow of patient check in and check out. Keeps patients informed of delays.
• Ensures that end-of-day clinical activities are satisfactorily completed to include but not limited to: day’s voicemails are handled and work queues have been touched and handled.
• Provides weekly reports to Management on Provider schedules.
• Answers patient questions and responds or resolves patient concerns or frustrations. Researches, deescalates and forwards to the appropriate staff member any patient complaints.
• Acts as point person in the absence of the Office Supervisor. Assists with the supervision of work and performance of front office.
• Handles ordering of office supplies for staff.
• Collects patient past due balances.
• Generates batch transmittal reports for each day.
• Ensures proper hand-off of responsibilities once their task is completed.
• Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
• Performs other position related duties as assigned.

Skills

Healthcare knowledge

Communication skills

Organization & detail

Patient service

HIPAA compliance

Education

High School Diploma or equivalent

Some college coursework

Tools

EMR systems

Microsoft Office

Job description

Michigan Institute Of Urology is seeking a Patient Service Representative Lead in Novi, MI to manage front desk operations, greet patients, schedule appointments and oversee registration and check-out processes. You will coordinate with the Front Office Supervisor, maintain provider schedules and ensure accurate billing, including collecting co-pays and balances.

The role requires strong communication, excellent organization, and a patient-focused attitude to deliver exceptional service while