Front Office Lead - Float

Proliance Surgeons•Tacoma, WA

16h•$21 - $34•Onsite

About The Position

The Front Office/Patient Services Representative (PSR) Lead is a key representative of Proliance and helps provide an excellent patient experience. The role leads, mentors, and trains PSR team members and assists the Patient Services Manager with department supervision. The Lead serves as a liaison for patient appointments, accommodations, and access to physicians, using empathy and courtesy while troubleshooting complex issues and monitoring efficient patient flow. This position floats between Proliance’s Tacoma, Gig Harbor, and Lakewood locations and is scheduled Monday through Friday, 8 a.m. to 5 p.m. The Lead uses practice-management and electronic medical record systems, supports patient services and front-office operations, and works with Care Center leadership to coordinate staffing, workflows, and department objectives. The position requires a high school diploma or equivalent and at least three years of front-office, medical reception, or direct customer-service experience. Relevant experience in public contact, preferably in a medical office, is also specified. An associate or bachelor’s degree, equivalent lead experience, or proven PSR training and mentoring experience is preferred. Practice-management and EMR experience are required; medical terminology knowledge is preferred at hire.

Requirements

High school diploma or equivalent.
At least 3 years of front-office, medical reception, or direct customer-service experience.
2–3 years of relevant public-contact experience, preferably in a medical office environment.
Experience with practice-management and electronic medical record systems.
Superior customer-service skills.
Strong leadership, training, and mentoring abilities.
Ability to model patience, composure, cooperation, and strong interpersonal skills when working with patients, physicians, and colleagues.
Understanding of and adherence to safety, risk-management, and precautionary procedures, including OSHA/WISHA and HIPAA confidentiality requirements.
Time-management, organizational, accuracy, attention-to-detail, and delegation skills.
Ability to establish and manage priorities, coordinate activities, and exercise initiative.
Resourcefulness, creativity, and persistence in resolving problems.
Willingness and ability to work varied hours, step in as a working leader when needed, and maintain dependable attendance.
Ability to remain objective in difficult situations and use sound reasoning and judgment.
Ability to provide feedback to improve performance and adapt positively to change, delays, or unexpected events.
Ability to work independently and collaboratively, follow procedures, overcome obstacles, and involve others when needed.

Nice To Haves

Associate or bachelor’s degree.
Equivalent lead experience or proven experience as an exemplary PSR trainer or mentor, or equivalent customer-facing leadership experience.
Proficient knowledge of medical terminology at the time of hire.

Responsibilities

Demonstrate advanced knowledge and use of practice-management, patient-portal, and EMR systems.
Follow protocols and the chain of command when troubleshooting system issues; address patients’ immediate needs and inform Care Center leadership or IT of issues.
Apply knowledge of third-party payor requirements, compliance standards, and patient liability; adhere to accounts-receivable and financial standards.
Complete other assigned duties and follow organizational policies and practices.
Train new hires and mentor or provide additional training to PSR team members.
Help maintain PSR coverage.
Monitor patient flow from check-in through rooming and checkout with Care Center leadership to minimize delays.
Monitor patient flow from appointment inquiry through insurance verification and patient-record maintenance.
Monitor interaction volumes at PSR stations and reassign team members as needed to maximize service.
Coordinate with Care Center leadership to adjust priorities, delegate work, and meet daily objectives.
Promote employee engagement, positive teamwork, patient satisfaction, and effective communication.
Report departmental progress to the Care Center leadership team.
Maintain written reference materials covering front-office workflows, protocols, policies, and procedures.
Assist the Business Office with requests for information.
Provide input on PSR-related systems, front-office standards, implementation, evaluation, and operational improvements.
Consult with Care Center leadership on methods to improve safety, productivity, cost efficiency, and operations.
May participate in interviewing and evaluating team members and provide feedback on candidates and employees.
Recommend modifications to improve service and assist with developing work protocols as directed by the manager.