Job Description:

Lead Patient Services Representative

Position Information:  Coordinates incoming/outgoing referrals of patients for multiple ambulatory clinics and provides clerical assistance toward the smooth operation of the department.  Directly supervises a group of Referral Coordinators / Patient Service Representatives.

Essential Duties:

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  Supervises employees. Develops daily schedules for staff.  Checks the work of staff to ensure completeness and accuracy. Trains new hires and existing staff as needed. Assists in conducting performance appraisals. Approves time off for employees.  Attends interviews and offers opinion of applicants.


• Supports staff in processes incoming, internal and outgoing referrals.  Schedules patient appointments and obtains patient demographics as needed.  Acquires prior authorization for referrals as needed.  Pulls patient medical records as needed to support outgoing referrals.


• Supports staff with internal inquiries and issues regarding referrals.


• Supports staff with telephone calls into the referrals department. 


• Supports staff with incoming faxes.  Imports results to patient’s medical record.  Resolves issues from external referral partners regarding the processing of referrals.


• Assists in developing and documenting standard procedures, protocols and guidelines for the department.


• Dispenses supplies as needed. Notifies appropriate person when supplies are low and need to be reordered. Logs mail receipts according to University policy. Sorts and distributes mail.


• Acts as a backup for other Team Leaders and to the Department Manager.


• Performs various duties as needed in order to successfully fulfill the function of the position.

Qualifications:

Required Education: High School Diploma or GED, AND:

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

Working Conditions:

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  Physical: Sit for prolonged periods. Communicate effectively and listen.  Use of computer and telephone.


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  Environmental: Standard Office Environment.

Knowledge, Skills & Abilities:

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  Customer service.


• Ability to communicate verbally and in writing.


• Ability to resolve problems in a timely manner.


• Proficient with Microsoft Office Suite (Word, Excel, and Outlook)


• Ability to multitask and meet deadlines.


• Ability to lead and train.

Why You Belong at the University of Oklahoma: The University of Oklahoma fosters an inclusive culture of respect and civility, belonging, and access, which are essential to our collective pursuit of excellence and our determination to change lives. The unique talents, perspectives, and experiences of our community enrich the learning, and working environment at OU, inspiring us to harness our innovation, creativity, and collaboration for the advancement of people everywhere.

Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.

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