PSR Lead Float
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Job Summary
The Patient Service Representative Lead Float (PSR Lead Float) role at Prevea Health is responsible for welcoming, registering, and scheduling patients and/or visitors in a friendly and positive manner. This position acts as a liaison between patients and medical staff. The Patient Service Representative Float (PSR Lead Float) is responsible for creating a positive first impression for anyone who uses Prevea Health services, whether over the phone, in person, or through MyPrevea. The PSR Lead Float will assist the PSR Supervisor in coordinating assigned staff and departmental duties and will assume supervisory duties and responsibilities in the absence of the Supervisor. This role will support multiple locations.
What you will do
- Coordinate communication between patients, family members, medical staff, providers, and administrative staff via phone, in person, or through MyPrevea.
- Obtain and confirm accurate demographic and insurance coverage information.
- Works closely with supervisor to develop and maintain staff schedules. Proactively identifies and communicates staff concerns and performance issues to supervisor. Coaches staff on operational best practices and procedures. Serves as back-up in absence of supervisor and acts as liaison to manager.
- Provide accurate daily batches and/or deposits to appropriate staff for processing.
- Assist patients and callers with financial inquiries, including policies, insurance, payments, and other financial needs.
- Route medical inquiries, complaints & messages to appropriate parties.
- Collect required payments, including co-payments, outstanding balances, and payments due at the time of service.
- Complete necessary account, referral, and claim edit workflows and maintenance in assigned work queues.
- Schedule and confirm patient appointments.
Education Qualifications
- High School Diploma and/or GED Required
- 1-3 years Experience in customer service, insurance and/or healthcare setting Preferred
- Maintain a leadership role within respective departments while positively leading by example.
- Display proficient telephone and computer skills with clear and professional speaking abilities.
- Able to provide exceptional customer service by assessing patient needs, meeting quality standards, and evaluating satisfaction.
- Capable of being empathetic and responsive to patient’s needs by actively listening, asking appropriate questions, and continually looking for ways to provide assistance.
- Able to efficiently multi-task and adapt to fast-paced environments with frequently changing protocols and processes.
- Capable of effectively and positively interacting with staff members throughout the company.
- Promote teamwork and provide a supportive environment throughout the organization.
- Display grammar, spelling, and punctuation knowledge to accurately type patient information and take appropriate messages.
- Able to work independently and think critically using provided information.
- Capable of assisting in the implementation of process change.
- Sit - Constantly
- Stand - Rarely
- Walk - Rarely
- Drive - Rarely
- Climb (Stairs/Ladders) - Rarely
- Bend (Neck) - Occasionally
- Bend (Waist) - Rarely
- Squat - Rarely
- Twist/Turn (Neck) - Frequently
- Twist/Turn(Waist) - Occasionally
- Lift/Carry 0-10 lbs. - Rarely
- Lift/Carry 11-25 lbs. - Rarely
- Lift/Carry 26-35 lbs. - Rarely
- Lift/Carry 36-50 lbs. - Rarely
- Push/Pull up to 10 lbs. - Occasionally
- Push/Pull 11-25 lbs. - Occasionally
- Push/Pull 26-35 lbs. - Occasionally
- Push/Pull 36-50 lbs. - Occasionally
- Push/Pull 51-75 lbs. - Occasionally
- Push/Pull 76-100 lbs. - Rarely
- Reach (Above shoulder level) - Occasionally
- Reach (Below shoulder level) - Occasionally
- Simple Grasping (Hands/Arms) - Constantly
- Fine Manipulation (Hands/Arms) - Constantly
- Gross Manipulation (Hands/Arms) - Frequently
Working Conditions
- Noise - Occasionally
Travel Requirements
- 5%
Hearing Requirements
- Hears Whispers < 3 feet - Constantly
- Hears Whispers 3-8 feet - Constantly
Vision Requirements
- Color Discrimination - Constantly
- Near Vision (Correctable to Jaeger 2 or 20/40 binocular) - Constantly
- Distance Vision (Correctable to Snellen chart 20/40 binocular) - Constantly
Prevea is an Equal Employment Opportunity/Affirmative Action employer. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United State and to complete the required employment eligibility document form upon hire. Prevea participates in E-verify. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify
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