Patient Services Lead


18691 (WFSE HMC)


Lead Patient Services Representatives and/or other assigned staff and provide support services such as triaging patient telephone calls to medical staff, scheduling appointments, registering patients, maintaining patient records and assembling patient charts, and initiating and processing patient charge documents.


Under general direction, regularly assign, instruct and check the work of others.


Direct, schedule and assist in the training of staff; provide feedback to supervisor on staff’s performance;

Register patients; collect and/or update demographic and financial information; evaluate patient financial status to determine eligibility for care; assign appropriate payer plans; obtain insurance claim forms and agency authorizations; verify eligibility and benefits for third-party payers for planned and emergency admissions;

Respond to patient questions; provide directions to specified areas such as various labs, parking and eating facilities; assist patient in accessing hospital and community services by consulting and making referrals to appropriate resources; assist patients and families with telephone calls; maintain confidentiality of patient information;

Make telephone assessment of patient problem and severity of condition; schedule new, return, ancillary and procedure appointments consistent with patient needs and scheduling guidelines; ensure or obtain authorization; complete required documentation; enter appointment information in on-line appointment system; maintain system by entering cancelled and rescheduled appointments;

Assist in orienting new attendings, residents, students and staff to the clerical operating procedures;

Triage patient telephone calls to medical staff; obtain necessary information for the return call; initiate emergency procedure when necessary;

Communicate various types of information to patients, referral agencies, departments, physicians and the community such as financial arrangements for special programs and experimental protocols, hospital charge estimates, insurance coverage and billing procedures;

Initiate and maintain the organization of the patient chart; coordinate patient records, referrals, special forms, and charge documents to facilitate patient check-in and check-out;

Process and reconcile patient charge documents, ensuring accuracy; investigate and correct rejected charges;

Coordinate obtaining interpreters for patients;

Arrange for patient transportation to outside facilities; coordinate patient transportation within facility;

Transcribe, verify and follow-up written physician orders; process patient care orders such as completed requisition for exams or equipment;

Participate in preparation and maintenance of policies and procedures for area of responsibility;

Secure and release patient valuables and belongings;

May coordinate death procedures, including disposition; complete appropriate documentation;

Perform the work of a Patient Services Representative;

Perform related duties as required.


High school graduation or equivalent AND three years of general office experience or two years of office or customer service experience in a healthcare setting OR

equivalent education/experience.

New Class: 2-15-91
Revise Class/Title: 1-19-2001

CSR Class Conversion (mc): 06-01-05