PSS TEAM LEADER - RADIOLOGY - FULL TIME

Description

SUMMARY/OBJECTIVE

The Radiology Patient Service Specialist (RPSS) Team Leader must possess excellent customer service skills as (s)he will work directly with the Radiology PSS teams. Will manage and monitor staff performance, promote teamwork and training, as well as maintain protocols. The RPSS Team Leader must demonstrate mastery in all PSS duties to facilitate appointment scheduling and patient service desk at all radiology locations. The RPSS Team Leader will provide clerical support to the PSS teams and the Radiology leads as appropriate and needed. Will ensure PSS teams greet visitors to the Clinic and provide general directions to and within our facilities. Will ensure the PSS teams interact in an affirmative demeanor to our patients, visitors, and co-workers alike. The RPSS team lead is expected to encourage the PSS teams to always display a positive and professional image to elicit a favorable lasting impression.

Essential Functions

Aiding Radiology leads and Oversee Radiology PSS teams:

• Maintaining open communication with Radiology Leads, PSS teams and management team, acting as a liaison to provide high-level patient satisfaction and customer service. This can include notification of errors and complaints.
• Makes recommendations for improvement or streamline of processes.
• Facilitate special projects and implementation of new processes.
• Collect, compile, and analyze data for reports (i.e. performance reports, audits).
• Providing training to Radiology PSS teams; continually observing skill levels to ensure adequate cross training. Create and implement shared work assignments, adjusting as necessary based on work volume.
• Observe Radiology desk and monitor wait times; assist with staffing/provide coverage to site PSS staff.
• Perform Radiology PSS Staff reviews.
• Monitor phone activities and attend conferences and meetings as assigned.
  
  

Ensures Radiology PSS teams are properly arriving, scheduling, and cancelling appointments / billing and payment collections:

• Must ensure PSS teams follow HIPAA security and privacy policy rules.
• Must ensure PSS teams follow standard department operating procedure when arriving, scheduling, and cancelling appointments.
• Must ensure PSS teams verify patient’s demographic information to include address and phone number; update emergency contact information (i.e. guarantor, addresses, seasonal patients, parent(s) if patient is a minor, etc.) as well as Meaningful Use Information; avoid creating duplicate patients.
• Must ensure PSS teams maintain effective and respectful communication with MCRS during daily communications.
• Must ensure PSS teams view/run current eligibility result—confirm “Active” result or run current eligibility if not already done.
• Must ensure PSS teams review benefits to obtain co-pay amount.
• Must ensure PSS teams provide questionnaire to patients when appropriate pursuant to protocol guidelines.
• Must ensure PSS teams follow Scanning guidelines—scan Photo ID, Insurance card, Registration Forms, etc. into current scanning system, updating appropriate fields in GE/IDX as required.
• Must ensure PSS teams close batches accurately and prior to leaving for the day and deposits cash bag/box in designated area.
• Must ensure PSS teams work bump list assignments in a timely manner.
• Must ensure PSS teams keep petty cash drawer locked throughout the day.
  
  

Miscellaneous Duties

• Ensures PSS team monitors lobby to ensure patients are not waiting excessive amounts of time. Notifies patients of physician/provider wait times when physician/providers run behind. Ensures lobby is neat and clean throughout the day as well as remove any items with inappropriate content.
• Ensures PSS team handles phone calls, faxes, voice mail messages and emails in a professional and timely manner.
• Orders, maintains, and controls clerical supply inventories.
  
  

SUPERVISORY RESPONSIBILITY

Radiology Patient Service Specialist Staff

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• Must be able to work in a team environment.
• Works in an office and/or lobby where patients/customers approach desk
• Must be aware of patients/customers throughout area and/or building.
• Able to sit for extended periods of time.
• Able to get up and down from chair with ability to walk to equipment, lobby and occasionally offices.
• Routinely exerts a negligible amount of force to move objects; occasionally exerts up to 20 pounds.
• Able to lift, carry, push, pull or stretch to retrieve and/or handle documentation or objects.
• Able to lift documentation or objects from a lower-to-higher position or move objects horizontally from position-to-position.
• Able to extend hand(s) and arm(s) in any direction.
• Able to use computer keyboard and mouse.
• Able to perform continuous fine hand manipulation/motion.
• Must be able to communicate or exchange instructions or information by means of spoken word accurately and discreetly.
• Able to perceive sounds at normal speaking levels with or without correction.
• Able to receive detailed information through oral communication, and to make the discriminations sound.
• Must be aware of multiple phone lines ringing and answer phones accordingly.
• Required to have close visual acuity to perform activities such as: viewing a computer terminal, reading, and/or utilizing phone system.
  
  

TRAVEL

Travel to different Clinic locations for staff meetings or training sessions.

Requirements

REQUIRED EDUCATION AND EXPERIENCE

High School graduate or GED equivalent. All related education and experience must be within the last five (5) years.

Must possess advanced medical terminology and/or knowledge in the medical field.

Must have a minimum of 1 years’ experience in medical appointment scheduling position to include insurance verification. Must have a minimum of 1 years’ experience of customer service.

Must have a minimum of 1 year billing experience within medical or insurance environment (i.e. appropriate math skills to collect payments and make change)

Preferred Education And Experience

Prefer advanced understanding of medical, insurance and legal terminology, 2+ years customer service experience in related field, 2+ years’ experience in medical appointment scheduling to include insurance verification, and 2+ year experience in billing/payment processing.

Additional Eligibility Qualifications

Must meet department standards for general abilities and typing tests; must have accurate keyboard skills.

• Must have knowledge of Windows-based computer applications.
• Must be detail oriented and able to access data from varied resources and programs.
• Must be able to multi-task and adjust work pace to meet patient volume demands in a fast-paced environment demonstrating tact, courtesy, and discretion at all times.
• Must possess professional manners and appearance.
• Must meet production standards of the department.
• Upholds all aspects of Clinic Standards of Conduct. Holds self to the highest standard of individual ethical and legal business practices and takes appropriate steps to identify, report and prevent illegal or unethical activity in the workplace.