Lead Patient Services Representative

Symetria Recovery•Naperville, IL

1d•$25 - $27•Hybrid

About The Position

Symetria Recovery is a leading outpatient rehabilitation provider in Illinois and Texas, founded on the principles that addiction is a disease, co-occurring mental health conditions require attention, and patients deserve respect. We offer comprehensive substance abuse treatment, including Medication-Assisted Treatment (MAT), in a supportive outpatient environment. Our bundled-service model provides unlimited clinical services, such as MAT, psychiatric care, individual and group therapy, extensive nursing care, and ongoing aftercare. We primarily use Buprenorphine products for medication-assisted treatment but also offer Methadone and other FDA-approved addiction medications.

Requirements

3-5 years in healthcare operations, patient access experience, preferably in behavioral health, addiction treatment, or OTP setting.
Previous experience training, mentoring, or leading staff.
Experience working with electronic medical records.
Strong knowledge of healthcare registration, scheduling, insurance verification, and payment collection processes.
Excellent customer service, communication, and interpersonal skills.
Strong organizational skills with the ability to prioritize multiple responsibilities.
Proficient in Microsoft Office Suite and other healthcare technology platforms.
Ability to work independently with minimal supervision.
Ability to travel up to 50% of the time, including overnight travel as needed.
Valid driver’s license in the state of Illinois and reliable transportation.

Nice To Haves

Associate’s or Bachelor’s degree preferred; experience accepted.

Responsibilities

Create, implement, optimize, and standardize front office operations across Symetria Recovery clinics.
Ensure an exceptional patient experience.
Travel to clinic locations to provide staffing support, facilitate onboarding and training of new Patient Service Representatives, reinforce operational best practices, and promote consistency.
Partner with Program Directors and cross-functional departments to support clinic operations, create and implement new workflows, optimize front office processes, and maintain compliance.
Serve as a subject matter expert for front office operations and develop staff competency.
Welcome patients and visitors with exceptional customer service.
Schedule patient appointments accurately while optimizing provider schedules and clinic efficiency.
Maintain patient flow by notifying providers of arrivals and communicating scheduling delays.
Obtain, verify, and update patient demographic, insurance, and financial information.
Collect patient payments and accurately document transactions.
Maintain patient records and ensure accurate documentation within the electronic medical record (EMR).
Assist with urine drug screens as needed.
Maintain office supplies, equipment, and inventory.
Coordinate clinic maintenance requests and vendor services.
Protect patient confidentiality and ensure compliance with HIPAA and organizational policies.
Collect patient satisfaction surveys and assist with service recovery.
Perform all Patient Service Representative duties while modeling organizational standards and best practices.
Create, implement, and standardize workflows and operational consistency for the Patient Service Representative role.
Ensure established payment collection processes are followed and that all applicable patient charges and payments are accurately collected and documented.
Monitor Patient Satisfaction Survey completion rates and ensure surveys are distributed and collected.
Oversee the scheduling of milestone appointments across clinics.
Collaborate with Program Directors to improve front office operations and patient experience.
Assist with the implementation of operational initiatives, process improvements, and workflow changes.
Identify opportunities to improve efficiency, accuracy, and customer service.
Provide mentoring, coaching, and ongoing support to Patient Service Representatives.
Reinforce compliance with organizational policies, procedures, and regulatory requirements.
Lead onboarding and training for newly hired Patient Service Representatives, including virtual and hands-on training for front office workflows and systems.
Train new employees on scheduling, maintaining demographic information, payment collection, patient intake, EMR documentation, and organizational policies.
Evaluate trainee competency and provide coaching.
Develop, update, and maintain front office training materials, job aids, and standard operating procedures.
Ensure adoption and implementation of new workflows, technology enhancements, and operational initiatives.
Provide refresher training and ongoing education to existing Patient Service Representatives.
Travel to clinic locations to provide operational support during staffing shortages, leaves of absence, clinic openings, or increased patient volumes.
Provide temporary front office coverage.
Support newly opened clinics with front office setup, workflow implementation, and staff training.
Evaluate front office operations during site visits and provide recommendations for continuous improvement.
Review staff payment summaries and patient receipts.
Complete operational reports and clinic census reporting.
Assist with patient transfers and medical record coordination.
Perform additional duties as assigned by the National Director of Clinic Operations.
Track, analyze, and report on key performance indicators, including payment collection efficiency, outstanding ledger balances, patient satisfaction survey collection, scheduling of milestone appointments, appointment confirmation completion.