UBMD Primary Care is seeking full time Patient Services Representative Coordinator (PSRC) for downtown Conventus Medical Office Building to assume responsibility for management of the PSR front desk and phone teams, as well as all facets of the front desk.  Responsibilities include managing day-to-day PSR employee needs, workloads, and schedules as well as greeting and registering patients, answering phones, scheduling appointments, entering patient charges and demographics, retrieving and updating medical records, collecting fees and performing general administrative and other duties as assigned by the Operations Manager.  Will order office supplies and manage organizational needs for best efficiency, as well as manage office banking responsibilities.  Will manage job assignments for PSR's to ensure workloads (prior authorizations, referrals, new patient process,s canning) and adjust as needed.  Provide mentorship and training to PSR's and phone team.  Assists in quality metric projects such as daily no-show, error weekly work, procedure book management, alignment forms, etc.).  Will work as a PSR while managing coordinator responsibilities with duties such as scheduling patient appointments, capturing and verifying patient demographics, insurance, etc., greeting and directing patients, etc.

High school diploma or GED required, Associate's degree preferred.  One to two years' experience working in medical reception, preferably in an outpatient clinic setting.  Medical terminology and supervisor experience preferred.  Excellent communication, organizational and multi-tasking skills required.  

Schedule: Monday through Friday 9 am to 5 pm with Thursday evening rotations (along with other staff).

PAID PARKING.  Excellent benefit package including employer contribution to 401k plan.  

Pay range is $22.00 to $24.50/hour.  Full-time 37.5 hours/week.  Any offer of employment is contingent upon successful background check and drug screen.   AA/EOE

JOB DESCRIPTION                                                                                      

Job Summary:

• The Patient Services Representative (PSR) Coordinator assumes responsibility for management of the PSR front desk team and all facets of front desk responsibilities. These responsibilities include managing day-to-day PSR employee needs, workloads, and schedule as well as greeting and registering patients, answering phones, scheduling appointments, entering patient charges and demographics, retrieving and updating medical records, collecting fees and performing general administrative and other duties as assigned by the Operations Manager.
• Responsible for supervision of all front desk personnel (PSR’s), medical records team and phone personnel (if applicable) including recruitment, training, onboarding, disciplinary/issues, performance reviews, etc.
• Manages front desk monthly staff schedule. This includes managing all staffing needs (managing lunch breaks, changing of shifts, PTO requests, assigning coverage, etc.).
• Problem-solves minor office needs (tech issues, printer issues, postage machine refill, etc.).
• Ordering non-clinical office supplies and managing organizational needs for best efficiency.
• Monitors PSR workload and adjusts as needed (managing additional PSR administrative duties, ensures proper cross training).
• Manages office banking responsibilities.
• Manages other job assignments for PSRs to ensure proper workloads (prior authorizations, referrals, new patient process, scanning responsibilities, etc.) and adjust as needed.
• Manages any patient concerns and elevates to Operations Manager/Director of Clinical Operations as needed.
• Supervise/mentor PSR’s on their daily responsibilities.
• Ensures employees complete all mandatory training by the provided deadlines.
• Completes quarterly/annual PSR reviews and recognition programs.
• Assists in quality metric projects as directed by supervisor (i.e. Daily No-Show Project, Step2 Process, Error Weekly Work, Procedure Book Management, Alignment Forms, etc).
• Participates in regular meetings with Operations Manager/Director of Clinical Operations, and Nurse Manager when appropriate.

Remaining a member of the team with standard PSR duties:

• Schedules and confirms patient appointments.
• Captures and verifies patient demographics, current insurance, appropriate forms and signatures to ensure accurate billing and medical record information for the check-in process for all patients.
• Receives changes to payments on patient accounts; compares cash receipts and payments in balancing daily receipts, logging and securing payments according to policy.
• Performs a variety of duties involved in greeting and directing patients, their families, vendors, and other business associates.
• Provides information to patients and their families on such matters as services, charges, and routine treatment procedures.
• Answers telephone in a timely manner and manages/directs calls appropriately. 
• Problem solves and utilizes resources to obtain patient information when patient is unable to communicate, seeking assistance as needed.
• Assists in compilation of data for regular and special reports as requested by Supervisor.
• Schedules or arranges other tests or referrals to specialists as necessary. Completes prior authorizations for imaging as necessary.
• Processes referrals and maintains knowledge of referral process.
• Organizes caseload of patients for the following day.
• Coordinates timely follow up of patient requests for services regarding prescription requests, referrals, diagnostic testing, and appointments for sick visits.
• Provides patients with educational materials, distribution of resource literature from insurance carriers and/or community service recommendations.
• Follows Patient Centered Medical Home (PCMH) standards, as applicable per site.
• Reviews and addresses daily tasks as assigned.
• Complies with all OSHA regulations.
• Adheres to HIPAA and confidentiality policies and procedures.

Other Functions:

• Acts as back-up supervisor to other PSR Coordinator(s) in assisting with staffing coverage, issues, etc. on an as-needed basis
• Complies with quality assurance, OSHA, HIPAA, infection control, safety and other policies as set forth.
• Maintains competence through continuing education and/or in-service training.
• Reviews company email on at least a daily basis in order to receive and address notifications and/or other pertinent information in a timely manner.
• Any other duties as requested or assigned by the Operations Manager, Director of Clinical Operations, Medical Director and/or other management representative.  Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
• May be required to travel to other UBMDFM location(s) dependent on company need.
• Work hours may fluctuate depending on company/clinic needs.

Qualifications:

Education:    High School diploma or GED, Associate’s degree preferred.                                                   

Experience:    One (1) to two (2) years’ experience working in medical reception and/or customer service, preferable in a clinic setting.  Experience in electronic medical records strongly required.

Knowledge, Skills & Abilities            

      Medical terminology preferred.  Supervisory experience preferred.  Knowledge of various insurances and procedure codes helpful.  Excellent communication skills required.  Knowledge of Microsoft Office programs preferred.

 Working/Environment Conditions:

• Position is in a well-lit, fast-paced, clean office environment. 
• Office noise level will be mild to moderate most times.
• Moderate/average indoor temperatures.
• Environment may have occupational health exposures/hazards.

 Physical Requirements:

      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 disability to perform the essential functions.

 Prolonged periods of sitting or standing at a workstation in order to perform duties on a computer.

• While performing the duties of this job, the employee will be regularly required to sit, talk, hear and use hands and fingers to operate a computer and/or telephone keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting (up to 15 pounds) may be required.
• Regular, predictable attendance is required.
• Must possess the physical and mental abilities to perform the tasks normally associated with the essential job functions such as stationary, mobility, operating machinery, convey and exchange information.

Equipment:

• Manual dexterity to operate standard office machines/equipment such as computers, printers, multi-line phone, photocopier, fax system, scanner and/or calculator.

UBMD Primary Care is an equal employment opportunity (EEO) employer.  We are committed to the principles of equality in employment and opportunity for all employees without regard to race, color, citizenship status, national origin, ancestry, gender or expression whether or not such gender identity or expression differs from the employee’s physical sex as assigned at birth (including transgender status), sexual orientation, age, weight, religion, creed, physical or mental disability, predisposing genetic characteristics and information, marital status, familial status, domestic violence victim status, veteran status, military status, political affiliation or any other factor and/or status protected by law.  We expect all employees to adhere to these principles of equality which apply to all aspects of the employment relationship including hiring, job selection, job assignment, compensation, corrective action, termination, access to benefits and training and other privileges of employment.

 UBMD Primary Care is a smoke-free and drug-free workplace in compliance with local, state and/or federal guidelines.         

JOB CODE: PSRC-Conv 6.2025