Patient Services Representative Team Lead

The University of Oklahoma Norman, OK
OU Physicians is Oklahoma's largest physician group and encompasses almost every adult and child specialty.

POSITION INFORMATION: Coordinates schedules of patients in an outpatient clinic and provides clerical assistance toward the smooth operation of the facility. Directly supervises a group of Patient Services Representatives.



Schedules patient appointments, either by telephone or in person

Provides information about clinic operations

Obtains patient demographics on new patients and updates demographics on established patients.

Answers telephone calls and distributes to the appropriate people.

Prepares and enters healthcare providers' schedules into the computer.

Coordinates schedules as directed to patient requiring multiple services.

Check In/Check Out

Greets patients as they come into the clinic for scheduled appointments.

Accepts payments and writes receipts.

Totals encounter forms and inspects the form for completeness and accuracy.

Codes procedures and diagnoses.

Ensures the resident and faculty signatures are on the encounter form and chart.

Copies insurance cards and distributes to the appropriate people.

Prepares encounter forms and billing packets for patients to be seen.

May prepare and type daily deposits.

Balances and closes cash box daily.

Prepares ancillary forms for other services (i.e. x-rays, vascular studies, etc.)

Prints and faxes physician schedules to offices.

Filing and Organization

Pulls patient charts for appointments or to file lab, x-ray, hospital information or other information into the chart.

Copies medical records for patients and other providers or facilities.

Files patient charts.

Prepares inactive patient charts for storage. Maintains log of charts in storage.

Secures charts that have been sent to storage that are needed in the clinic.

Replaces torn charts with new covers.

Makes up new patient charts and/or packets of information

Prepares new patient inserts for charts.

Requests medical records from other facilities

Referrals and Authorizations

Talks to patients about financial accounts.

Verifies insurance eligibility and primary care physicians for patients.

Secures referrals to other providers for HMO patients.

Secures referrals from PCPs for HMO patients to be seen in the clinic.

Collects and verifies proof of income in order to determine what sliding scale discount is appropriate, if any.


Dispenses supplies as needed.

Notifies appropriate person when supplies are low and need to be reordered.

Types notes and letters for physicians as needed.

Makes immunization cards as needed.

Logs mail receipts according to University policy.

Sorts and distributes mail.

All Areas

Communicates with patients of all ages in a professional manner at all times.

Communicates with co-workers and employees in a manner which promotes a highly "team oriented" approach.

Enhances professional growth and development through in-service meetings and education programs.

Maintains patient confidentiality.

Performs related work as required

Team Leader Back-Up.

Acts as a back up for other Team Leaders.

Checks some work of other Team Leaders to ensure complete accuracy.

Helps other Team Leaders diffuse difficult situations.

Personnel Supervision.

Supervises employees.

Checks the work of subordinates to ensure accuracy.

Attends interviews and offers opinion of applicants.

Trains new hires.

Assists in conducting performance appraisals.

Approves time off for employees.

Difficult Situations.

Diffuses all but the most serious of situations.

Refers those situations to clinic manager or appropriate personnel and keeps them abreast of all situations.


Education: High School diploma or GED

Experience: 42 months experience: minimum of 30 months in a clinical environment and 12 months experience in a customer service role.

Equivalent/ Substitution: Will accept an equivalent combination of training and experience.