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Patient Support Lead

Company: Presbyterian Healthcare Services
Location: Rio Rancho
Posted on: November 23, 2022

Job Description:


Join our amazing team as a Patient Support Lead!

This is a great opportunity to grow and learn areas of Call Center Management and Clinic Administration. Embedded in Clinic, this role will word collaboratively with Clinic staff, such as Clerical, Clinical, and Providers. Pilot special projects and oversee training for new hires.

  • As a Patient Support Lead, you will maintain proficiency in all clerical operations roles to govern accuracy in registration, scheduling, and check out prescribed workflows.
  • Acts as mentor and trainer for front line clerical teams
  • First responder to investigate patient concerns and maintain customer focused communication
  • Schedules and drives daily workflow for proficient operational support of the clinic
  • Epic Super User for clerical staff in the site
  • Participates in Quality Improvement Processes which includes EPE audits
  • Remain proficient and up to date on role responsibilities
  • Lead Meetings
  • Other duties as assigned
    Type of Opportunity: Full Time

    FTE: 1.000000

    Exempt: No

    Work Schedule: Weekday Schedule Monday-Friday - Full time in office (Remote eligible on a PRN basis).


    Preferred qualities- Proficient in Microsoft Office including Excel, Word, and Power Point. Familiar with the check-in, check-out, scheduling, and cash reconciliation. Self sufficient.


    Academic Preparation:
    • Two to three years of healthcare experience in ambulatory or hospital setting with significant provider interaction
    • Familiarity with ICD10, CPT and Medical Terminology
    • Two to three years of customer service application in any setting
    • EMR/EHR experience preferred
    • Must pass EPIC competency for Registration at completion of Epic Clerical Training class
      • Requires general knowledge of the customer encounter process which may include scheduling, registration, contract requirements, financial guidelines, coordination of services and billing process in terms of what and how work is to be done as well as why it is done
      • Has demonstrated ability to train staff, understanding different training methods and is able to adjust training method to suit the learner
      • Strong communication skill set verbal and written
        Education Essential
        • High School Diploma or GED

          Customer Service and Caring Practices:
          • Achieve exceptional patient experience for patients and patient families by using CARES, AIDET and EPE tools.
          • Adjust to the personality of the consumer while maintaining healthcare compliance guidelines and patient safety.
          • Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times.
          • First line resolution to assist consumers with concerns.
          • Monitor and maintain the lobby waiting areas for cleanliness and to offer comfort cart rounding to the patients and families. Keep patients informed of delays
            Encounter Components
            • Performs clerical operations responsibilities in all areas; Registration, Scheduling, and Visit closure activities
            • Assists site Leadership with initiatives around daily workflows. Mentors and responds to clerical team s daily activity questions.
            • Demonstrates understanding of the Financial Advocate role
            • The Lead should expect to dedicate up to fifty percent of their workday to directly assisting patients in these areas and is always the first resource to cover vacant shifts
            • Daily review of applicable workqueues; Patient, Referral, STAT& ASAP, for completion and accuracy
            • Primary preparer for daily deposit, escalating non-balanced concerned to supervisor
            • Able to answer questions regarding hospital and departmental operation, polices and procedure including but not limited to Provider Based Billing
            • Knowledge command of in-network dependencies across payors.
            • Once PTO approval information has been received from supervisor or manager, the Lead should construct the staff schedule 30 days in advance.
            • Ordering supplies using the Kanban system to maintain level budgeting and prevent overstocking. Eliminate understocking.
              Patient Access
              • Schedules patient appointments according to guidelines by providing documentation of scheduled appointments, procedural instructions and location directions.
              • Follows team and same day appointment guidelines.
              • Monitors daily patient schedule for accuracy, anticipate errors and take corrective action.
              • I dentifies no show patients and uses EOD status. Follows No-Show workflows to take appropriate step for notifying the patient and/or the clinical team as to the patient s status.
              • Manage patient relations in regard to late arrival for pre-scheduled appointments. Explore all options to resolve the situation while maintaining effective and customer focused communication.
              • Provide customer service to our patients and their visitors before, during and after their appointment or interaction with Presbyterian
                Medical Group
                • Advocate on behalf of the patient when extenuating circumstances exist for late or missed appointments
                  Financial Accountabilities
                  • Registration accuracy to drive first pass yield on claims and reduce rework.
                  • Follows PMG cash handling policies, balancing daily and performing deposit preparation
                  • Obtaining a prior authorization, referral and prior notification when applicable
                  • Collects identified patient financial obligation amounts including residual balance, if applicable.
                  • Refers as appropriate to on site Financial Advocate, or for uninsured to the Financial Advocacy Center
                  • Communicates effectively with patients and staff on financial accountabilities
                    Message Management
                    • Formulates complete and accurate telephone encounter messages and routes to the appropriate Epic in-basket pool to support operational aspects of patient care
                      Medical Record Components
                      • Instructs patients on the Release of Information process and insure a fully completed ROI Form is submitted to Health Information Management.
                      • Follows workflows to obtain incoming records, documenting receipt and preparing for scanning into the electronic health record.
                      • Facilitate paperwork completions for patients. Communicate effectively, document and follow pre-determined workflows. Items may include; Prescriptions, Handicap Placards, Disability Forms
                        Patient Relations
                        • Exhibits Presbyterian Promise
                        • To know you, respect you, listen to you and treat you with compassion.
                        • To ease the way to your best health.
                        • To provide you with the highest quality care at the lowest possible cost.
                        • To communicate clearly and accurately, coordinate your care and involve you in decisions
                        • To do what we say we will do
                          Patient Safety
                          • Respond quickly to patients showing distress. Follow guidelines set forth by the Clinic Manger to alert the clinical team. Assist in any manner the clinic team directs.
                          • Ensure registration area, waiting area and walkways are clear of any unnecessary items and are clean and neat.
                          • Report any concern that may create a safety issue
                            Quality Improvement
                            • Look for ways to improve efficiency, communication and customer service
                            • Participates in Quality Improvement Processes
                              C.A.R.E.S Behaviors
                              • Demonstrates CARES behaviors of Collaborate, be Accountable, Respect, Engage and Serve to all whom you encounter
                              • Communicate effectively to patients, peers and site leadership

                                We offer more than the standard benefits!

                                Presbyterian employees gain access to a robust wellness program, including free access to our on-site and community-based gyms, nutrition coaching and classes, wellness challenges and more!

                                Learn More About Our Employee Benefits


                                Why work at Presbyterian?

                                As an organization, we are committed to improving the health of our communities. From hosting growers' markets to partnering with local communities, Presbyterian is taking active steps to improve the health of New Mexicans. For our employees, we offer a robust wellness program, including free access to our on-site and community-based gyms, nutrition coaching and classes, wellness challenges and more.

                                Presbyterian's story is really the story of the remarkable people who choose to work here. The hard work of our physicians, nurses, employees, board members and volunteers grew Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system that serves more than 875,000 New Mexicans.

                                About New Mexico

                                New Mexico continues to grow steadily in population and features a low cost-of living.

                                Varied landscapes bring filmmakers here from around the world to capture a slice of the natural beauty New Mexicans enjoy every day. Our landscapes are as diverse as our culture - from mountains, forests, canyons, and lakes, to caverns, hot springs and sand dunes.

                                New Mexico offers endless recreational opportunities to explore and enjoy an active lifestyle. Venture off the beaten path, challenge your body in the elements, or open yourself up to the expansive sky. From hiking, golfing and biking to skiing, snowboarding and boating, it's all available among our beautiful wonders of the west.

                                AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.


Keywords: Presbyterian Healthcare Services, Rio Rancho , Patient Support Lead, Other , Rio Rancho, New Mexico

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