Lead Patient Care Representative

Gladstone Psychiatry and Wellness is seeking a dedicated Lead Patient Care Representative. This role is essential in ensuring that our patients have a positive and professional experience from the moment they enter our facility. The ideal candidate will be enthusiastic about patient care and customer service, with the ability to multitask effectively in a fast-paced office environment. As a Lead Patient Care Representative, you will engage with patients in person, over the phone, and via email, ensuring that all interactions are handled with care and professionalism. Your primary responsibilities will include leading the Patient Care Representatives who greet patients and guests in a courteous manner. This leading role will assist the team in verifying insurance and demographic information, and collecting payments. You will also be responsible for ensuring updated patient information in our systems, advising patients of any outstanding balances, and collaborating with clinicians to ensure seamless patient care. Additionally, you will manage front desk operations, ensuring that they are open and available on time for both patients and providers. In this role, you will schedule follow-up appointments, send out appointment reminders, and complete all required workflows daily. You will also need to maintain multiple spreadsheets and workflows, collect and distribute mail and packages, and notify patients and clinicians of any service delays. Your ability to multitask and maintain a high level of customer service will be crucial to your success in this position.
Responsibilities
Ensure front desk operations are open and available on time for patients and providers
Greet all patients and guests in a courteous and welcoming manner
Ensure proper verification of insurance and demographic information
Collect both co-pay and/or self-pay balances
Collaborate with clinicians of the practice
Ensure documentation is entered and maintained in the EMR
Schedule follow-up appointments
Send out appointment reminders
Complete all required workflows daily
Collaborate with Revenue department
Notify patients and clinicians of service delays
Maintain multiple spreadsheets and workflows
Collect, open, and distribute mail and packages
Perform other duties as assigned
Liaise with special programs present in that office
Liaise with associate director of office management about office needs
Order snacks/supplies/etc for offices
Provide coverage when PCR is absent
Ensure that all members of management and office including providers know when absences of PCRs occur
Monitor any wait lists and fill empty slots
Update budget spreadsheet
Provide support for other PCRs as needed
Qualifications
High school diploma, certificate, or equivalent
Minimum 1 year of face-to-face customer service experience
Proven track record of customer satisfaction
Working knowledge of Microsoft Suite and related products
Knowledge and understanding of the use of Electronic Medical Records systems
Flexibility in handling various tasks
Medical terminology knowledge preferred but not required
Mental health/psychiatric experience preferred but not required

Employment type
Full-Time

Work arrangement
No