Sanitas is a global healthcare organization expanding across United States. Our services include primary care, urgent care, nutrition, lab, diagnostic, health care education and resources for our patients. We strive to attract professionals who believe in our mission, vision and are dedicated to the service of our patients and their families creating a memorable experience through compassion, respect, and kindness.

Position Summary

The Lead Patient Registration Clerk (Lead PRC) is required to perform all duties of the Patient Registration Clerk and functions as the resource person to the staff. Also, the lead acts as a liaison between management and staff. The Lead Patient Registration Clerk serves patients and Medical Location staff by identifying the best method to schedule patients flow to clinic based on predetermined appointment arrangements to allow the medical center to serve an adequate number of patients.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PRC Duties:

• Welcomes and greets patients to the center in a manner that is helpful and friendly; determines purpose of visit and direct patients to appropriate person or department(s).
• Schedules patient appointments based on predetermined appointment arrangements to allow the medical center to serve an adequate number of patients
• When scheduling appointment, both PRC or Lead PRC screens patients for updated demographics, new patient visit or update registration and informs patient of adequate information that must be presented at time of visit.
• Compile and record medical charts, reports, and correspondence.
• Encourages the use of patient engagement tools including Kiosks for registration process, Patient Portal, Healow App
• Receive insurance co-pay payments and post amounts paid to patient accounts.
• Schedule and confirm patient appointments, check-ups and physician referrals.
• Protects patient confidentiality, making sure protected health information secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.
• Telehealth function may be assigned.

Lead PRC Duties:

• Support periodic training (onboarding, refreshers, workshops) for new and established staff as scheduled by Office Manager
• Participates Office Manager with performing 90 Day & Yearly clerical evaluations of Patient Registration Clerk
• Organize PRC and Greeter schedules using Staff Hub application
• Assign each PRC to a designated Provider and tasks
• Serve as direct liaison between Office Manager and front desk staff. Report personnel concerns as needed.
• Serves as a liaison between the front desk team and other center areas.
• Serves as an eCW Super User to facilitate all training and responds to questions within center
• Create Monitor eCW Buckets to ensure they are being constantly worked on by assigned team members. Main buckets to observe are: Telephone Encounters, Documents, Unreconciled Labs
• Ensure all patients who do not show up for their appointment are called and appointments rescheduled.
• Ensure all appointments that need to be rescheduled have follow up appointment in eCW
• Monitor available appointment slots including cancelled, missed, no show visit status and work with team to fill those slots.
• Monitor and ensure all patients are checked out at the end of each visit
• Monitor and enforce process adherence at check in and check out
• Motivate and ensure PRCs use Preferred provider list for all referrals upon checkout
• Confirm that PRC pre-visit planning is completed for each provider including checking for, eligibility, assigned PCP, correct facility, and co-pay amount is entered and correct.
• Monitor patient flow by checking status of each patient, monitor wait times and observe and facilitate patient flow in lobby
• Lead Patient Engagement efforts in center including training and enforcing the use of patient engagement tools to include Kiosk usage, Healow app, Patient Portal. Additionally, support and lead social media reviews efforts in center.
• Responsible for billing Inquiries and checking patient account balances, as well as handling the daily Co-Pay reconciliation to report to Office Manager
• Ensure all supplies/forms are fully stocked, assist with preparing order for Office Manager
• Run and analyze statistical reports and report findings to Office Manager for improvement efforts.
• Maintain and enforce clean work areas in the front desk.
• Telehealth function may be assigned.
• All other duties as assigned.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Physical Demands

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.

While performing the duties of this job the employee is regularly required to work standing up, walk, use hands to operate tools and equipment and must be able to exert regularly up to 10 pounds of force, frequently exert 30 pounds of force and occasionally exert 50 pounds of force to constantly perform the essential job functions. The employee will be frequently required to reach with hands and arms, bend, balance, kneel, crouch, crawl, push, and pull. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is subject to environmental conditions; protection from weather conditions but not necessarily from temperature changes. The worker is subject to noise; there may be sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

Required Education and Experience

• High School Graduate or equivalent
• Customer Service skills and training
• 1+ years of experience in the medical field.
• Knowledge of medical terminology
• Knowledge of referral policies/procedures, and health insurance plans
• Proficient in ECW and Microsoft Office Applications
• Bilingual English/Spanish
• Any combination of education, training, and experience which demonstrates the ability to perform the duties and responsibilities as described including related work experience.
• Ability to use office equipment such as photocopier, fax machine and multi-phone system
• Ability to work with interruptions and manage multiple priorities

Preferred Education and Experience     

• 3+ years of experience in customer service and the medical field.
• Relevant or any other job-related vocational coursework.
• Bachelors in business administration, Healthcare Administration, or related field