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Lead Patient Services Representative

Apply now Job no: 496804
Work type: Full-Time
Location: Other - Philadelphia, PA
Categories: Drexel University, College of Nursing and Health Professions

About Drexel

Drexel is one of Philadelphia's top 10 private employers, a comprehensive global research university and a major engine for economic development in the region. With over 24,000 students, Drexel is one of America's 15 largest private universities. Drexel has committed to being the nation’s most civically engaged university, with community partnerships integrated into every aspect of service and academics.

Job Summary

Oversees and manages the patient service representatives to maintain high levels of customer service and to ensure accurate patient registration. The Lead Patient Service Representative will increase the patient experience and effective communication by providing excellent patient-centered customer service.

Team members are expected to uphold the health center mission by assuring that patients receive health care that is competent, caring, and meets with a high degree of satisfaction. In addition, staff must support FPCN's commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff.

Essential Functions

  • Supervise Primary Care Patient Service Representatives (PSR)
  • Ensure PSRs are following FPCNs patient scheduling and registration policy
    • Ensure that PSR’s are performing and documenting all required registration tasks (demographics, insurance eligibility, SSF assessment, consents, copay collection, and open balance review.
    • Optimize scheduling and patient flow within primary care
  • Manage schedule for special populations and programs (ex: MAT, group homes, newborn, complex)
  • Ensure end of day reconciliation of the patient schedules/appointments
    • Ensure all appointments are reconciled
    • Ensure all patient collections are correctly documented in the EHR
  • Assist in resolving registration, tablet questions/issues/workflow
  • Oversee document management at the site (scanning/faxing)
  • Handles performance issues and participates in feedback with staff members, including performance evaluations, discipline and commendations.
  • Provide administrative support including managing inventory of supplies, acquisition of equipment/supplies, oversee incoming and outgoing mail and other service issues that impact on the delivery of service in primary care (flyers, confirmation calls.
  • Report call center issues to Practice Manager
  • Liaison with transportation to ensure excellent communication, high quality patient care and patient/staff satisfaction
  • Manage PSR bucket to ensure all phone notes are addressed daily
  • Oversee task manager to ensure registration errors are corrected and tasks are completed
  • Coordinate on-site specialists referrals and schedules accurately
  • Perform PSR functions (approx. 60%)
  • Data reporting
    • Provide regular data reporting to PSRs and PM
    • Work with PSRs to develop corrective action plans to improve performance

Required Qualifications

  • 3 years administrative experience in outpatient settings required
  • Previous experience with an Electronic Practice Management system
  • Experience with Medicaid, Medicare, MCOs payors; eligibility verification; payor portals
  • Experience with financial counseling with patients regarding copays, deductibles, sliding fee
  • High School Diploma/GED
  • Good intermediate mathematics skills
  • Familiarity with medical terminology
  • Computer Competency with proficiency in word processing
  • High level of patience, courtesy, and concentration
  • Outstanding interpersonal skills
  • Attention to detail
  • Outstanding verbal and written communication skills as well as listening skills
  • Ability to work well in a team
  • Exemplary problem solving and conflict resolution skills
  • Unconditional ability to maintain patient confidentiality
  • Exemplary organizational skills and ability to prioritize
  • Exhibit behaviors that align with RHD/FPCN’s organizational values, mission, and beliefs and avoid displaying behaviors that are in opposition to those values
  • Support FPCN's commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact   with the organization, including children, adults, families, caregivers, and staff.
  • Demonstrate cultural competence/proficiency in interactions with others by treating co-workers, colleagues and those receiving service with respect and fairness at all times.
  • Ability to build and maintain positive and professional relationships based on respect, trust, and safety.
  • Ability to create a space for staff and those we serve to feel physically and emotionally safe.
  • Ability to support individuals on their paths to recovery and healing and resist re-traumatization of staff and patients.

Physical Demands

  • Sitting at a desk/table
  • Standing, walking
  • Lifting demands ≤ 25lbs


Stephen and Sandra Sheller 11th Street Family Health Services

850 N 11th St, Philadelphia, PA 19123

Additional Information

This position is classified as nonexempt with a salary grade of G. For more information regarding Drexel’s Professional Staff salary structure,

Special Instructions to the Applicant

Please make sure you upload your CV/resume and cover letter when submitting your application.

Review of applicants will begin once a suitable candidate pool is identified.



Advertised: Eastern Standard Time
Applications close: Eastern Standard Time

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Drexel University, in compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) publishes the Drexel University Security & Fire Safety Annual Report for current and prospective students and employees. This report contains important safety information and crime statistics for the previous three years. These statistics pertain to reported crimes that have occurred on campus, in certain non-campus buildings or properties that are owned or controlled by Drexel University, and on public property within, or immediately adjacent to and accessible from the campus.

Printed copies of this report are also available by calling the Public Safety Administrative Office, 215.895.1550.

Additional information about the services provided by the Drexel University Department of Public Safety can be obtained by visiting their website.

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