Patient Services Lead (4722C), Optometry Clinic
University of California
- Berkeley, CA
- Permanent
- Full-time
- Oversee and coordinate all tasks and communicate with all patient service assistant regarding specific assignments and priorities; inform management team of needs related to tasks.
- Coordinate input from all assistants and advise management team of task distribution.
- Monitor all in/outbound communication, ensure the timely response to all emails sent to the clinic account.
- Fill in for any Assistant II or III task as needed.
- Assist management in compiling and updating patient services guidelines and procedure.
- Train and oversee Assistant II and III in all clinic tasks.
- Update monthly front desk metrics including phones, appointments, daily deposit, and monthly staff productivity reports.
- Process approved time off requests.
- Process approved refunds.
- Monitor emergency and provider line and ensure a timely response.
- Contribute to clinic agendas, materials, and minutes for all attended meetings.
- Act as liaison between patient services team and Clinic Chiefs.
- Coordinate all patient services activities.
- Ensure coverage when management is unavailable.
- Provide weekend coverage.
- Team Lead for all task including but not limited to contact lens department, records, deposit, online, phone bank, eyewear and specialty clinics
- Courteously answer incoming phone lines and screen, route, take messages or respond as appropriate
- Triage patients to determine which clinic fits the patient care needs; request assistance from more experienced staff if in doubt.
- Schedule patient appointments on the computerized scheduling system according to patient, clinician or doctor request, following all correct procedures and entering all necessary information accurately.
- Communicate last-minute patient schedule changes to Clinics, providers or other staff as indicated.
- Accurately update patient demographics in computer database.
- Obtain and accurately enter patient insurance information as needed; following correct procedures for updating of insurance records on computer database and filing of authorizations or other paperwork to ensure correct processing of patient billing.
- Obtain insurance eligibility and authorizations as needed and communicate lapses of coverage to patients at time of appointing.
- Schedule patient follow-up visits as requested by provider(s).
- Back-up front desk and task duties as needed.
- Open /setup/closing of clinic, following all guidelines.
- Provide cashiering support (collect & process payments) as needed, following all prescribed guidelines.
- Settle credit card machines and transfer all receipts according to defined procedures.
- Balance previous day's receipts with reports from patient database following prescribed procedures.
- Run computerized reports of patient or schedule activity for Clinic Administration, as needed.
- Monitor breaks and lunch with other staff members to ensure optimal desk coverage.
- Assist with records room procedures as needed.
- Follow up with insurance companies when discrepancies or issues concerning patient coverage arises.
- Process records requests (patients and providers).
- Take part in any training offered to further knowledge of the Clinic procedures/policies and other assigned duties as necessary.
- Must has knowledge of basic computer and database entry, exemplary customer service, proper courtesy and efficiency of the telephone, and be familiar with HIPPA (patient privacy regulations).
- Experience in Optometric environment with customer service, and optical ordering.
- Strong experience in and knowledge of methods for authorizing care, posting of charges, and compliant documentation of visits.
- Ability to communicate/train staff and providers in new and/or proper methods for authorizing care, posting charges, submitting claims and compliant documentation of visits.
- Strong public relation skills and keen sense of quality customer care.
- The ability to manage detailed information.
- Ability to work weekends.
- Ability to comply with all UC Berkeley Optometry Clinic annual immunization and medical screening requirements, trainings, and University and School policies.
- Working understanding of Optometric procedures.
- Ability to travel to satellite campus clinics for coverage.
- Demonstrated administrative experience in a high fast pace environment.
- Strong knowledge of Compulink Advantage.
- Must be proficient with Microsoft and Google Suite.
- 3 years administrative experience.
- 3 years of Optometry experience.
- Associates Degree and/or equivalent experience/training.
- This is a 100%, full-time (40 hours per week), career position that is eligible for full UC benefits.
- This position is non-exempt and paid bi-weekly.