Patient Service Representative (PSR) Lead - Clinic
About The Position
The Patient Service Representative (PSR) Lead supports providers and patients as part of the ambulatory care team, helping deliver a seamless and compassionate experience. The role provides lead responsibilities for five clinic locations: New Franken, two Green Bay locations, Denmark, and Sturgeon Bay. The schedule is Monday through Friday, with hours varying between 6:30 a.m. and 5:30 p.m., typically working an eight-hour shift. The PSR Lead serves as a resource to patient services staff, providing training and orientation, day-to-day work direction, staff scheduling, and input on performance. The role assigns, monitors, and reviews work for progress and accuracy, directs staff efforts, and provides guidance on complex issues and concerns. The position also provides patient-facing appointment and information services, supports accurate billing information entry and follow-up, and upholds medical-record standards. The position involves working in a high-volume, multiple-task environment and a crowded or closely shared workspace, with exposure to ill patients and stressful interactions with demanding customers. The incumbent must be able to lift up to 35 pounds without assistance. For patient lifts over 35 pounds, or when a patient cannot assist, patient-handling equipment is expected to be used with at least one other associate when available; unusual patient-lifting or movement situations are assessed case by case.
Requirements
- High school diploma or equivalent.
- Three years of related customer service experience and/or experience providing leadership.
- Experience handling difficult callers, customers, or patients.
- Ability to function in a high-volume, multiple-task environment and a crowded or closely shared workspace.
- Ability to work under stressful conditions with demanding customers.
- Ability to lift up to 35 pounds without assistance; patient-handling equipment and another associate are expected for specified heavier or unsupported patient lifts.
Responsibilities
- Serve as a resource to patient services staff, including training and orienting staff.
- Provide day-to-day work direction, schedule staff, and give input on performance.
- Assign, monitor, and review work progress and accuracy; direct efforts and guide staff on complex issues or concerns.
- Provide efficient, high-quality service to patients arriving for appointments or contacting the clinic by phone or in person for appointments or information about tests and procedures, bills and charges, referrals, and other matters.
- Ensure billing information for patients and payers is entered at the time of service and follow up accurately on missing information.
- Uphold practice and medical-group standards for accurate and timely medical records.
Benefits
- Paid time off programs.
- Medical, dental, vision, life, and short- and long-term disability benefits.
- Flexible Spending Accounts for eligible health care and dependent care expenses.
- Adoption assistance and paid parental leave.
- Defined contribution retirement plans with employer match and other financial wellness programs.
- Educational Assistance Program.
- Premium pay, including shift and on-call pay, based on the teammate's job.
- Incentive pay for select positions.
- Opportunity for annual increases based on performance.
- Career development programs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
