Lead Patient Service Representative - Valley Health/Mary Free Bed

Mary Free Bed Rehabilitation Hospital•Winchester, VA

46d•Onsite

About The Position

This role is for a Lead Patient Service Representative within the Orthotics & Prosthetics + Bionics Department at Valley Health/Mary Free Bed. Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital with a long-standing tradition of helping patients rebuild their lives. The department focuses on restoring hope and freedom through rehabilitation, offering a variety of services including inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics, and home and community programs. The Lead Patient Service Representative, in addition to performing daily Patient Service Representative duties, oversees and ensures accountability for PSRs within their region, maintaining high standards of performance and service quality. This includes overseeing daily operations, patient relations, employee engagement, telephone communication training, appointment scheduling, and fostering collaborative relationships. The role involves processing referrals, ensuring operational efficiency, identifying needs for policy development, and participating in interviewing, hiring, training, staff development, and performance evaluation.

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.
Excellent customer service skills.
Proficiency in Excel and Word required.
Analytical skills: Experience with data analysis, design, workflow, procedures, and problem-solving.
Excellent oral and written communication skills required.
Information management skills to communicate, explain, interpret, and present data.
Teaching and leadership abilities.
High professional standards.
Well organized, able to set priorities, exercise independent judgment, 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

Oversees and ensures accountability for PSRs within their region, maintaining high standards of performance and service quality.
Oversees daily operations for Patient Service Representative staff members.
Manages positive patient relations.
Oversees employee engagement.
Provides training and coaching for proper telephone communication.
Manages appointment scheduling.
Fosters 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.
Participates in interviewing/hiring, training, staff development, and evaluation of staff performance.
Ensures department standards are met or exceeded in customer service, quality care, and productivity.
Provides the daily Patient Service Representative functions of scheduling, registration, referral process, obtaining necessary authorizations and collecting payment for services rendered as a working leader.
Maintains knowledge and understanding of all scheduling for outpatient therapy or O&P+B phone lines.
Oversees process changes in EMR and scheduling software to optimize patient care.
Directs PSRs in developing policies and procedures to improve appointment scheduling across all diagnoses and disciplines.
Coordinates EMR updates through service requests, troubleshooting, and direct collaboration to ensure seamless patient care.
Participates in team conferences to represent Patient Service Representatives and create action plans for problem-solving and process improvement.
Develops and updates efficient front-end processes for PSR teams with Manager or Supervisor as needed.
Administers system tools such as 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; edits and maintains systems to ensure current data is correct.
Promotes open communication and collaboration across teams, departments, and work sites.
Fosters positive relationships within the department and other Mary Free Bed service lines.
Identifies customer service issues, ensuring resolution and follow-up.
Executes service recovery efforts as directed by management.
Gathers and analyzes performance data from various sources to identify patterns and trends where performance falls below set benchmarks and determine potential causes.
Works with leadership to develop targeted action plans for teams or individuals needing improvement, skill development opportunities, and potential workflow adjustments.
Determines staff assignments.
Monitors and manages staff time (hours, PTO, etc.) for optimal customer service and to meet productivity expectations.
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 in interviewing and selection of candidates for open positions.
Processes and manages timecards for staff, approves vacation and payroll.
Conducts monthly chart audits to ensure staff is following correct processes.
Facilitates the annual employee review process and performance counseling.
Initiates the review process and participates in/understands outcomes of actual review meetings.
Performs employee competency assessments.
Addresses employee performance issues.
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.
Supports program development and other operations as assigned.
Demonstrates excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members.
Consistently promotes teamwork and direct communication with co-workers and deals discretely and sensitively with confidential information.
Contributes by identifying problems and seeking solutions.
Promotes patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.