Lead Patient Services Representative

Tyvan LLC•Wylie, TX

About The Position

The Patient Services Representative Lead leads a team responsible for greeting patients, answering phones, entering information into a database, and performing general clerical and hospitality duties. The role requires consistently maintaining a pleasant, professional demeanor and helping patients feel welcome while managing multiple tasks. In coordination with the facility’s Medical Director, CMO, CAO, and CNO, the lead implements operational policies and procedures, supports regulatory compliance, oversees facility business and office personnel, and helps maintain financial integrity. The role also supports quality patient care, staffing, employee activities, training, communications, emergency procedures, and a friendly, respectful, customer-focused environment for patients and families at The Colony ER Hospital and associated HOPDs.

Requirements

2–4 years of relevant experience with intermediate to advanced mid-level management and insurance background.
Knowledge and skills regarding general office equipment, including computers, Microsoft Office, telephones, copiers, and fax machines.
Ability to perform multiple tasks simultaneously and effectively prioritize competing demands.
Exceptional communication skills and customer service ability.
Detailed knowledge of HIPAA and EMTALA rules.
Ability to maintain a pleasant, professional demeanor and make patients feel welcome.
Ability to utilize Electronic Medical Records and understand and comply with hospital policies and procedures.
Maintain CPR certification through the American Heart Association.
Ability to wear personal protective equipment, including gloves, gowns, goggles, and masks.
Ability to meet the stated physical demands, including walking, sitting, balancing, repetitive hand motions, bending, squatting, twisting, pushing, pulling, lifting, carrying, and occasional climbing, kneeling, and crouching.
Ability to perform the role in the stated OSHA Category II work environment, which may involve indirect contact through contaminated instruments or impressions.

Responsibilities

Lead the team responsible for greeting patients, answering phones, entering information into the database, and performing clerical and hospitality duties.
Implement written policies and procedures concerning facility operations in coordination with the facility’s Medical Director, CMO, CAO, and CNO.
Prepare required internal and external reports for Federal, State, and Local agencies in a timely manner.
Analyze supply and inventory usage, employee time, and facility expenditures to identify problem areas, savings, and cost-reduction opportunities.
Ensure compliance with local, state, and federal laws, regulations, and ordinances, and participate in onsite inspections by State and Federal Surveyors.
Implement emergency procedures as necessary.
Maintain general knowledge of central and chairside equipment and ensure routine preventive maintenance procedures are followed.
Direct or participate in personnel activities, including recruitment and hiring, performance evaluations, progressive discipline, wage and salary administration, employee relations, policy compliance, and employee-file maintenance within scope of availability.
Support quality patient care through implementation of policies and procedures involving patient care plans, medical records, quality assurance, administrative clinical review, facility audits, and monthly infection-control audits.
Provide ongoing in-service training and coordinate medical, dietary, and social services.
Ensure appropriate staffing levels, efficient staff schedules, and attainment of productivity goals; hold regular staff meetings and maintain open communication between facility management and staff.
Oversee facility business, including patient admission, purchase orders, petty cash, and payroll; supervise facility office personnel to ensure the integrity of facility financial operations.
Follow company policies and encourage a friendly, respectful work environment.
Provide patients and families with a customer-focused, friendly, reassuring, and open environment that encourages patients to return to The Colony ER Hospital and associated HOPDs.
Serve as a member of the CODE Team and actively participate in Code Blue Training.
Utilize Electronic Medical Records and understand and comply with hospital policies and procedures.
Complete annual compliance modules in a timely manner and maintain CPR certification through the American Heart Association.
Perform other duties as assigned, including duties assigned by the immediate supervisor or department director.