Patient Services Representative- Lead

TRILLIUM HEALTH INC•City of Rochester, NY

1d•$21 - $30•Onsite

About The Position

Join us and be a part of Trillium—a mission driven team committed to expanding access to high quality, compassionate care for everyone we serve. Under the direct supervision of the Office Manager, the Patient Service Representative Lead is responsible for coordinating and overseeing the daily activities of the front office to ensure the delivery of professional, efficient, and compassionate service. This position performs a variety of non-clinical duties in support of patients, clients, medical providers, and ancillary staff, while adhering to established policies, procedures, and standards. The Lead serves as a key liaison between management and front office staff, maintaining a comprehensive knowledge of departmental functions to support operational effectiveness.

Requirements

Ability to react calmly and effectively in emergency situations.
Ability to handle scheduling changes, cancellations, and correspondence promptly and accurately.
Strong customer service and patient relations skills, with a professional and compassionate demeanor
Ability to coach, mentor, and support team members to achieve performance and service goals
Skilled in conflict resolution and problem-solving, with sound judgment and decision-making abilities.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and electronic health record systems
High level of accuracy and attention to detail in data entry and documentation
Ability to maintain confidentiality and adhere to HIPAA regulations
High school diploma or equivalent required
Minimum of 2 years supervisory or lead experience required
2+ years of experience working in a medical office or clinic required.

Nice To Haves

Bilingual proficiency in Spanish preferred
Associate’s degree or higher in healthcare administration or related field preferred

Responsibilities

Delegates and Assign PSR daily schedule.
Serves as coverage for PSR out of office dates.
Reviews schedules and templates for accurate utilization and availability.
Manages work queues and the front desk pool, providing support and assisting with completion of work queue/pool tasks.
Ensures all check lists or daily assignments are completed.
Oversight and delegation of epic worklists and dashboards to include but not limited to: Follow up, Reschedule, Televox/DAR report, Wait list, epic productivity dashboards.
Assist office manager for clinic meetings and projects for PSRs as assigned.
Works with manager to maintain and produce provider template changes.
Meet with PSR staff every morning to discuss the day.
Send out Huddle to Trillium Clinic staff and post it for reference in clinics.
Serve as point of contact for Office Manager and Nurse Supervisor for any clerical issues or training opportunities.
Works with office manager to onboard and train new hired PSRs.
Responsible for maintaining confidentiality of all patient, client, employee, protected and proprietary information.
Employees are accountable for meeting the performance standards of their departments and must participate as requested in compliance audits and quality improvement plans.
Required to participate in continuous improvement of job responsibilities and organizational or work processes to advance the organization or department.
Other specific duties as assigned.