Lead Patient Services Representative
Lehigh Valley Health Network
Summary
Acts as the internal and external point of contact and coordinates the day-to-day operations of the front desk and medical records. Serves as the lead in clerical/administrative components of patient encounters as a member of the care delivery team. Acts as a mentor to all patient service representatives and ensures that the delivery of high-quality, cost-efficient, culturally sensitive services comply with all federal, state, and local agency policies and procedures. Provides communication, education, and support to colleagues and off-site support during EMR go-lives.
Job description
Summary
Acts as the internal and external point of contact and coordinates the day-to-day operations of the front desk and medical records. Serves as the lead in clerical/administrative components of patient encounters as a member of the care delivery team. Acts as a mentor to all patient service representatives and ensures that the delivery of high-quality, cost-efficient, culturally sensitive services comply with all federal, state, and local agency policies and procedures. Provides communication, education, and support to colleagues and off-site support during EMR go-lives.
Job Duties
- Serves as a mentor and lead for all clerical and administrative functions to support patient care delivery.
- Provides education, communication, and support to colleagues within the practice group.
- Monitors and supports patient services representatives to ensure standard work is followed.
- Verifies insurance and potential necessity for pre-authorization and determines appropriate insured, policy, group, and billing addresses of primary, secondary, and tertiary insurances.
- Performs professional, efficient, and accurate scheduling of patient appointments.
- Strives to support the network Service Promise and Access goals for patient appointments.
- Develops and maintains a solid understanding of the revenue cycle and how patient registration affects the billing process.
- Cross-trains for other departments and/or works in other departments to cover for staffing gaps.
Minimum Qualifications
- High School Diploma/GED
- 1 year Experience in a customer service role, interacting directly with customers in person with responsibility and accountability for superior customer experience.
- 2 years Experience in a physician practice
- Ability to work effectively in a dynamic customer service environment with interruptions and changing priorities.
- Ability to establish and develop positive and collaborative relationships with staff, clinicians, and leadership within the practice.
- Ability to maintain accuracy and compliance with detailed-oriented responsibilities.
- Ability to coach or mentor colleagues.
- Knowledge of medical terminology.
- Must have achieved all available PSR badges and completed all applicable EMR trainings.
Requirements
- High School Diploma/GED
- 1 year experience in a customer service role
- 2 years experience in a physician practice
- Ability to work effectively in a dynamic customer service environment
- Ability to establish and develop positive and collaborative relationships
- Ability to maintain accuracy and compliance
- Ability to coach or mentor colleagues
- Knowledge of medical terminology
- Must have achieved all available PSR badges and completed all applicable EMR trainings
Company overview
Lehigh Valley Health Network (LVHN) is a major healthcare provider and hospital network based in Allentown, Pennsylvania, serving the Lehigh Valley and Northeastern Pennsylvania regions. Founded in 1899, LVHN operates as a comprehensive healthcare system with 13 hospital campuses, 28 health centers, numerous primary and specialty care physician practices, and multiple urgent care locations. The network's flagship facility, Lehigh Valley Hospital-Cedar Crest, is Pennsylvania's third-largest hospital and features the state's first Level One Trauma Center. LVHN provides a wide range of medical services including specialized institutes for cancer care, heart and vascular treatment, surgical excellence, orthopedics, and neuroscience. The network operates the third-largest heart surgery program in Pennsylvania, performing over 1,200 open-heart procedures annually, and maintains one of the state's largest cancer centers treating over 2,400 new patients each year. In August 2024, LVHN completed a merger with Jefferson Health, becoming part of a larger healthcare system with 32 hospitals and over 700 locations across Pennsylvania. Prior to the merger, LVHN was the largest employer in the Lehigh Valley metropolitan region, with approximately 20,000 employees dedicated to providing comprehensive healthcare services to the community.