Description:

Under the supervision of the Director of Patient Services, Patient Services Supervisor is responsible for the provision of excellent customer service, patient registration & documentation, appointment scheduling, and patient flow, opening and closing the receptionist station daily, including Saturdays as required, TTY point person for scheduling appointments and sperm pick up as needed. Also responsible for the completion of daily cash and audit procedures.

Representative Duties

Provides excellent customer service

• Greet each client with a smile and a welcoming, professional manner
• Answer each phone call in a cheerful and professional manner
• Give patients clear directions to the relevant waiting area and clear instructions to wait there to be called
• Provide clients with correct and accurate information regarding FCHC services and providers
• Ask for input from team colleagues if unsure of the correct response to inquiries
• Refer unusual or difficult situations to supervisor
• Refer managed care inquiries to appropriate staff member
• Actively build good working relationships with colleagues and providers Be an active, productive and responsible member of the Patient Services team
• At all times maintain patient confidentiality, speak in quiet tones at the desk with colleagues and clients and behave appropriately for a highly visible position
• Be discrete when obtaining sensitive information from clients
• Be responsible for opening/closing office when the Patient Services Manager is absent
• Be responsible for documenting patient complaints/concerns, investigating and resolving complaints/concerns

Accurately performs registration process for new and existing patients

• Accurately register new patient demographic data in computer system
• Obtain patient insurance data - completed and signed documentation (IIF) and copy of insurance card and accurately enter into the system
• Insert patient data sheets in chart
• Ask each patient at check in to verify existing demographic information and insurance information Accurately record and enter any changes received
• Collect co-payments and agreed fees at check-in Accurately record the payment and issue a receipt to the patient
• Run POS slips, check POS information and take appropriate actions as outlined in the billing guidelines
• Be encouraging and sensitive in informing all uninsured or underinsured patients that a meeting with the Financial Assistance Advisor is available to them
• Be responsible for sperm pick up - collect payments and record transactions accurately
• Ask each patient to fill out Core Data Forms
• Make up Mental Health charts for new clients, as directed by Medical Social Workers and MH Triage
• Make up Acupuncture Detox charts for new walk-in patients or as directed by an Acupuncture Detox counselor

Schedules appointments according to established procedures

• Schedules appointments according to the patient’s needs and provider availability
• Ask each patient the name of his or her primary care provider and schedule the appointment within that provider’s team. If there is no availability, refer to the team nurse for instruction on how to facilitate the patient
• Give patient appropriate information on arrival time (15 min early for existing, 30 minutes early for new patients)
• Ask patients to bring all insurance cards and co-pays to visit
• If patient’s primary doctor is someone other than an FCHC provider, inform him/her of the possible need for a referral or authorization and possible resulting financial obligation
• Give patient appointment card if appointment made in person

Make reminder calls to patients

• Call patients one day prior to their scheduled appointment to remind them of the date, time and provider they will be seeing
• Ask patients to bring all insurance cards and co-pays and referrals numbers to the visit
• Thank patients for choosing FCHC and let them know that we look forward to seeing them

Adheres to Patent Registration policies and procedures

• Become familiar with and follow credit and collection policies and procedures as they pertain to patient services functions
• Become familiar with and implement any new or changed procedures and policies
• Follow confidentiality guidelines when making daily reminder calls for future appointments
• Be accurate in giving the time of appointment and the provider name
• Provide support to staff, including answering questions, training staff on proper procedures, daily duties, etc.
• Follow FCHC personnel policies and department procedures
• Shred all papers which carry any patient information - name, MR#, etc.

Collect, audit and manage fee slips

• Collect daily fee tickets from all collection points
• Scan completed fee slips via Docuscan
• Prepare Fee Slips for shipment to the Finance Department
• Prepare money bags for shipment to Finance Department (this includes counting cash, credit card receipts and preparing reports)
• Produce reports on completed and scanned fee tickets and send to Associate Director for Quality Improvement
• Run duplicates of missing/ unscanned fee slips at the direction of the Coordinator for Quality Improvement
• Set up new patient folders

Accurately balance grids and cash drawers

• Verify that all transactions recorded for the day equal the amount in the cash drawer
• Report any discrepancies to Coordinator for Quality Improvement

Provide training and supervision to assigned staff following FCHC policies and procedures

• Adhere to the best practices of successful staff supervision
• Ensure that staff receive a comprehensive program orientation
• Ensure that staff receive sufficient training regarding the full range of their responsibilities
• Provide regular written evaluations of assigned staff following agency evaluation guidelines
• Make employment-related decisions regarding assigned staff within the scope of defined authority and following established agency and program guidelines

Meet agency participatory expectations

• Adheres to all agency and departmental policies and procedures
• Participates in quality assessment and improvement activities as requested
• Adheres to the highest principles of patient and client confidentiality
• Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
• Attends all required meetings, in-services and professional trainings
• Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
• Serves on agency committees and in professional organizations when requested

Perform related duties as assigned

Requirements:

• High School Diploma or equivalent
• Strong computer experience
• Calm, flexible and understanding manner
• Ability to work harmoniously and effectively with colleagues, patients, clients and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin and immigrant status, religious or spiritual identity, disability (physical, mental, emotional and developmental), veteran status, and/or limited English proficiency.
• Willingness to contribute towards Fenway’s efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging, where differences are acknowledged and valued.

Preferred Qualifications:

• Bachelor’s Degree
• Successful customer service background
• Bilingual Spanish/English
• Experience working with an ethnically, culturally, and racially diverse work staff
• Knowledge of business procedures and healthcare
• Experience with Medical Manager and/or Logician.

Physical Requirements:

Ability to meet the following physical requirements with or without reasonable accommodations:

• Sit at a computer station for extended periods of time
• Ability to keyboard for extended periods of time

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 12 paid holidays, paid vacation, and more. LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.

Highly experienced individuals may be compensated at a higher rate.