Medical PSR Team Lead

CENTER FOR FAMILY HEALTH•Jackson, MI

12d

About The Position

This role provides initial, ongoing, and follow-up training to Patient Service Representatives under the direction of the Front Office Supervisor. The Medical PSR Team Lead offers continuous coaching and support, identifying areas for further training and development. They act as a key resource for Patient Service Representatives, addressing questions, workflow challenges, and front-office procedures. This position also supports the implementation of new processes and workflow adjustments for Patient Service Representatives, as directed by the Front Office Supervisor. Responsibilities include monitoring and updating training materials for accuracy, overseeing adherence to front-office workflows, and communicating improvement opportunities. The role also involves performing Patient Service Representative duties as needed, managing front-office supply inventory, auditing cash boxes monthly, and reporting performance or disciplinary concerns to the Front Office Supervisor. Adherence to all regulations, policies, and work practices is essential.

Requirements

Experience in training and coaching Patient Service Representatives.
Knowledge of front-office workflows and procedures.
Ability to monitor and update training materials.
Skills in auditing and reporting discrepancies.
Understanding of performance and disciplinary issue identification.
Adherence to regulations, policies, and work practices.

Responsibilities

Provides initial, ongoing, and follow-up training to Patient Service Representatives under the direction of the Front Office Supervisor.
Provides ongoing coaching and support to Patient Service Representatives and identifies opportunities for additional training and development.
Serves as a resource for Patient Service Representatives, assisting with questions, workflow issues, and front-office processes.
Supports the rollout and implementation of new processes, procedures, and workflow changes for Patient Service Representatives at the direction of the Front Office Supervisor.
Monitors Patient Service Representative training materials and updates them as needed to ensure accuracy.
Monitors adherence to established front-office workflows and procedures and communicates opportunities for process improvement to the Front Office Supervisor.
Performs Patient Service Representative duties when not actively engaged in training or Team Lead responsibilities.
Monitors supply inventory across front-office areas and ensures supplies are adequately stocked as needed.
Audits front-office cash boxes monthly and reports discrepancies in accordance with established procedures.
Identifies and communicates performance or disciplinary concerns to the Front Office Supervisor for appropriate follow-up.
Conforms with and abides by all regulations, policies, work practices and instructions.