Job Description

The Patient Service Representative will provide a comprehensive patient experience across the journey with Leaps & Bounds, from patient/family inquiry to successful discharge. The PSR will work collaboratively across all divisions of Leaps to deliver warm, friendly, professional, comprehensive, quality service to all patients and their families. The PSR will represent Leaps well in all interactions with guests, patients, families, volunteers, donors, and the community. The PSR contributes to the company’s overall mission and objectives by meeting and exceeding established targets

Compensation $23.00 - $28.00 an hour

Hours of Operation:

Monday - Thursday: 8am-6pm

Friday: 8am-6pm

Saturday: 8am-1pm

Must have availability to work mornings, evenings, and weekends, as needed.

Responsibilities:

• Provide direct, friendly, and compassionate customer service at each customer interaction including phone, email, and in-person.
• Educate and enforce Leaps code of conduct, policies, and procedures to ensure compliance amongst customers.
• Serve as the liaison between patients and clinicians, going the extra mile to ensure clinicians have everything they need to ensure a productive session.
• Promote Company events and secure participation from all who enter Leaps.
• Enroll and educate patients on Raintree Portal and appropriate usage; ensuring functions are utilized including but not limited to credit card payments, receipts, statements, and notes/reports, cancelling and rescheduling advanced appointments.
• In collaboration with Clinical Supervisor, maximize schedules to accommodate patients and assist with timely documentation.
• Schedule patients appropriately within clinician productivity expectations.
• Adhere to Company scheduling policies and ensure number of assessments, designated documentation, and other guidelines are met.
• Execute full patient onboarding process, including but not limited to insurance verification, Raintree account set up, evaluation scheduling, etc.
• Execute all existing patient scheduling, including but not limited to scheduling assessments, plan of care expectations, maintain plan of care signatures, removing clients from schedule after discharge, etc.
• Understand and accurately explain the enterprise of Leaps & FOLB, explain the differences between the two organizations, and recruit parent participation through parent education.
• Manage, update, educate, and promote the parent resource binder and other resources available to them.
• Accurately answer parent billing related inquiries including but not limited to patient balance, payment history, insurances that are accepted, and the practice’s insurance contracts.
• Accurately answer questions regarding: Authorization v. prescriptions, BIC forms, IRC Copay Assistance Program
• Establish a strong line of communication with Clinical Supervisor to report patient experiences.
• Escalate concerns to the Clinic Director or Headquarters as it relates to policies, procedures, and billing, or other administrative concerns.
• In collaboration with Marketing, administer and collect patient surveys, and assist with all marketing initiatives.
• Handle patient dropouts/discharges, in collaboration with Marketing and Clinical Division. Ensure families are followed up in a timely manner per Company procedure, to ensure customer satisfaction.
• Develop strong rapport with all families served and connect on positive experiences.
• Maintain confidentiality and strictly adhere to HIPAA practices.
• Ensure a safe, clean waiting room, and make recommendations for overall appearance, cleanliness, and safety to improve patient experience.
• Advise volunteers on clinic needs and serve as a resource for all things Leaps.
• Other duties as assigned by Management.

Requirements

• Must have at least 3+ years of experience in a medical setting.
• Must be available to work flexible schedules including weekends, evenings, and holidays.
• Consistent and regular attendance.
• Ability to solve problems by finding creative solutions and following through.
• Demonstrate a positive attitude, professional conversational skills, and enjoy working with families and patients.
• Ability to work independently and within a team.
• Ability to handle multiple tasks simultaneously and manage one's own time appropriately.
• Able to engage families in a clear and professional manner.
• Demonstrate the ability to act in a professional manner and maintain competency in a fast-paced work environment.
• Proficient in the use of MSWord, Excel, PowerPoint, Outlook, and Raintree.
• Proficient in all administrative functions of Raintree.
• Excellent written and verbal communication skills and the ability to use discretion regarding confidential matters.
• Ability to multitask and operate in a loud, busy environment.
• Ability to work well under pressure and meet deadlines, goals, and targets.
• Demonstrate sound judgement making skills.
• Ability to work in a high paced work environment, while maintaining attention to detail and a high level of accuracy.
• Demonstrate a high level of resiliency by being flexible and adapting to changes quickly.
• Demonstrate enthusiasm about the Company’s mission, the role, and enjoy working in pediatrics.
• Continuously working towards advancing skillsets.
• Ability and willingness to sit or stand at a desk for long periods of time.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use a telephone and computer keyboard on a daily basis.
• Ability and willingness to stand/walk/reach/bend throughout shift.
• Ability and willingness to lift, lower, push, carry, or pull up to 40-50 lbs. on an as needed basis.