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Patient Service Lead in Phoenix, AZ at Preferred Homecare | LifeCare Solutions

Date Posted: 3/20/2019

Job Snapshot

Job Description

The Patient Service Lead provides coaching, training, and manages workflows. This position is responsible for setting a professional example in business acumen.  This position accurately, thoroughly and in a time-sensitive manner processes patient orders and provides clear and timely communication to all stakeholders.
Essential Duties and Responsibilities include the following. 
  1. Proficient in and performs all Patient Service Associate and Specialist core responsibilities:
    • Responds to telephone inquiries and orders from patients and referral sources.
    • May assist walk-in patients with the selection of equipment, supplies, and services.
    • Determines resolution of patient and referral inquiries, questions, or concerns. Identifies concerns and ensures they are recorded in Concern Tracker system when appropriate.
    • Completes electronic intake process in billing system, performs verification of insurance, and reviews all documentation for accuracy and to qualify patient for services.
    • Contacts patients to inform them of any patient payment requirements, collects payment, and determines best delivery method and provides instructions for receiving delivery.
    • Understands and abides by Accreditation Commission for Health Care (ACHC) requirements.
    • May need to understand and interpret Medicare guidelines and qualifying documentation.
    • Thoroughly understands payer and utilization guidelines. 
    • May process insurance authorization and follow up on requests as needed.
    • Establishes positive relationships with referral sources, and builds rapport with internal and external customers.
    • May be required to perform quality assurance process confirming accuracy of orders prior to submission for reimbursement
    • Understands C-PAP compliance guidelines as required by assignment, or has obtained knowledge of rehab specialty equipment and coverage criteria. 
    • Consistently meets Quality Assurance score of 85% or above.
  2. Responsible to perform Patient Service Professional duties:
    • Responsible to provide coverage in all areas of assigned department as needed.
    • Sets the working example for other Patient Service employees in business acumen and knowledge.
    • Responsible for completing departmental projects as assigned.
    • Responsible for peer to peer coaching as needed.
  3. Completes special projects as assigned.
  4. Manages workflow timeliness and delegates work assignments as needed.
  5. Provides coaching and training as needed.
  6. Participates in and provides feedback in interviewing process.
  7. Provides input to leadership regarding employee performance.
  8. Performs other duties as assigned. 
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: High School diploma or GED equivalency required.  Prefer 2 years of home health, customer service, call center, or insurance experience.  Strong organization, communication, analytical and problem-solving skills required. 
Computer Skills: Must be proficient in MicroSoft Word and Excel and have basic typing skills. 
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up to 10 pounds.  The employee is frequently required to sit; use hands to fingers, handle, and feel; and talk and hear. The employee is occasionally required to stand and walk.