Lead Patient Service Representative - Offsites

Mary Free Bed Rehabilitation Hospital•Grand Rapids, MI

6d•$25

About The Position

In addition to the job description outlined for Patient Service Representative under the direction of the outpatient or O&P+B leadership team, the Lead Patient Service Coordinator oversees and ensures accountability for PSR’s within their region, maintaining high standards of performance and service quality. Responsibilities include but are not limited to oversight of daily operations for Patient Service Representative staff members, positive patient relations, employee engagement, proper telephone communication training & coaching, appointment scheduling, collaborative relationships among providers and staff. Accurately collects information from multiple sources to process referrals. Works with department leadership to ensure operational efficiency. Identifies the need for policy development and/or revision. Helps in the development of procedures/protocols and collaborates with other departments as appropriate. This individual participates in the interviewing/ hiring, training, staff development and evaluation of staff performance. As a working leader, in addition to knowing and functioning in daily Patient Service Representative responsibilities, the main focus of the Lead Patient Service Coordinator is to ensure department standards are met or exceeded in customer service, quality care, and productivity, in accordance with organizational mission statement, values, and goals.

Requirements

Bachelor’s degree or equivalent work experience.
Prior medical office/healthcare office experience including insurance verification and authorizations 3+ years.
Competency and experience in scheduling patients and excellent customer service skills, Excel and Word required.
Analytical – Experience with data analysis, design, work flow, procedures and problem solving.
Excellent oral and written communication skills required.
Requires information management skills to communicate, explain, interpret, and present data.
Possesses teaching and leadership abilities, and high professional standards.
Must be well organized, able to set priorities, exercise independent judgement, and be an effective team member.
Working knowledge of medical insurance HMO/PPO/EPO/Indemnity/Worker’s Comp and ICD-10 classification and CPT and HCPCS coding systems.
Demonstrated commitment to exceptional professionalism, confidentiality and service to customers.
Works with clinical team lead and has financial responsibility for department/cost center monthly performance.
Must be able to develop and organize employment engagement activities.

Responsibilities

Provide the daily Patient Service Representative functions of scheduling, registration, referral process, obtaining necessary authorizations and collecting payment for services rendered as a working leader.
Maintain the knowledge and understanding of all scheduling for outpatient therapy or O&P+B phone lines.
Oversee process changes in EMR and scheduling software to optimize patient care.
Direct PSR’s in developing policies and procedures to improve appointment scheduling across all diagnoses and disciplines.
Coordinate EMR updates through service requests, troubleshooting, and direct collaboration to ensure seamless patient care.
Participate in team conferences to represent Patient Service Representatives to effectively create action plans to assist with problems/concerns/questions and for process and efficiency improvement.
Develop and update efficient front end. processes for PSR teams with Manager or Supervisor as needed
Administrator of system tools such Sharepoint for outpatient therapy. Identifies employees/departments, allowing/denying access on a case by case basis. Works with IT to ensure proper usage of systems occur; Edits and maintains systems to ensure current data is correct.
Promote open communication and collaboration across teams, departments, and work sites.
Foster positive relationships within department and other Mary Free Bed service lines.
Identifies customer service issues, ensuring resolution and follow-up.
Execute service recovery efforts as directed by management.
Gather and Analyze Performance Metrics - Collect performance data from various sources such as team reports, individual performance audits, and key performance indicators (KPIs). Review collected data to identify patterns and trends where performance falls below set benchmarks and determine potential causes.
Recommend Improvement Plans: Work with leadership to develop targeted action plans for teams or individuals needing improvement, skill development opportunities, and potential workflow adjustments.
Determine staff assignments
Monitors and manages staff time (hours, PTO, etc.) for optimal customer service and to meet productivity expectations with patient volumes and timelines.
Arranges schedules to ensure appropriate coverage, and performs day-to-day Patient Service Coordinator tasks assignments as needed.
Prioritizes and grants requests for PTO.
Ensures appropriate staff rotation.
Participates with interviewing and selection of candidates for open positions.
Process and manage timecards for staff, approve vacation and payroll.
Conducts monthly chart audits to ensure staff is following correct processes.
Facilitate the annual employee review process and performance counseling
Initiates the review process.
Participates in/understands outcomes of actual review meetings.
Performs employee competency assessments.
Addresses employee performance issues.
Staff Development and Mentoring – Responsible for the orientation and education of new staff as well as ongoing staff development and mentoring of existing staff.
Encourages staff development through formal and informal learning opportunities, and using competency-based training systems.
Support program development and other operations as assigned.
Leadership Must-Haves will be followed for patient and staff interactions:
Customer Service Responsibilities
Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.
Responsibilities in Quality Improvement
Contribute by identifying problems and seeking solutions.
Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.