Patient Services Representative Lead - Front Desk - Osprey, FL

Family Dermatology•Osprey, FL

3d•Onsite

About The Position

Position Summary: Under the direction of the Practice Manager, this position is directly responsible for the day-to-day operations for the Patient Services Representative team members in Osprey. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. The department supervisor reserves the right to change duties, responsibilities, and activities at any time with or without notice. Essential Job Functions and Responsibilities: Assist in monitoring team performance metrics and phone queues to ensure the team is meeting performance targets. Answers incoming calls, addressing patients’ scheduling needs or triaging, routing, and providing support and solutions for escalated and complex inquiries. Acts as a Subject Matter Expert and/or fluent in primary and secondary and serve as a backup associate in other practices. Ensures compliance with practice’s standards and patient confidentiality. Subject Matter Expert in multiple practices and super user in EMA and ECW. Proactively identify cross-training and processes and procedure enhancements that will improve enterprise results and efficiencies. Become a change champion, helping others to adapt to change positively. Collaborate with leadership by providing an in-depth knowledge of issues and challenges, providing insight and feedback. Work to create action plans based on feedback to improve performance targets and patient satisfaction. Work closely with the manager to successfully oversee team operations. Function as point of contact when necessary or assigned. Assist with peer coaching and new hire training. Help develop PSR goals and action plans for success. Complete QA monitoring on associate’s phone calls. Brand advocate for a practice. Complete assigned learning and actively participate in learning sessions or round table discussions. Regular and reliable attendance. Perform other duties as assigned. Provide technical support when needed by the team. Assist with the team scheduling.

Requirements

Excellent customer service and communicant skills
Organized, reliable and results-driven
Problem resolution and strategic thinking
Able to prefer under pressure
High School Diploma or equivalent (Required)
At least 1-3 years’ experience in a leadership position with direct reports
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of an organization.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.
Ability to apply understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to manage complications involving several variables in standardized situations.
Work requires sitting for extended periods.
Requires moderate typing skills and sufficient manual dexterity to operate a keyboard, calculator, telephone, copier, and other office equipment, as necessary.
Normal or corrected vision to acceptable levels for common office work.
Hearing must be in the acceptable range for telephone contacts.

Nice To Haves

Associates (Preferred)

Responsibilities

Assist in monitoring team performance metrics and phone queues to ensure the team is meeting performance targets.
Answers incoming calls, addressing patients’ scheduling needs or triaging, routing, and providing support and solutions for escalated and complex inquiries.
Acts as a Subject Matter Expert and/or fluent in primary and secondary and serve as a backup associate in other practices.
Ensures compliance with practice’s standards and patient confidentiality.
Subject Matter Expert in multiple practices and super user in EMA and ECW.
Proactively identify cross-training and processes and procedure enhancements that will improve enterprise results and efficiencies.
Become a change champion, helping others to adapt to change positively.
Collaborate with leadership by providing an in-depth knowledge of issues and challenges, providing insight and feedback. Work to create action plans based on feedback to improve performance targets and patient satisfaction.
Work closely with the manager to successfully oversee team operations. Function as point of contact when necessary or assigned.
Assist with peer coaching and new hire training.
Help develop PSR goals and action plans for success.
Complete QA monitoring on associate’s phone calls.
Brand advocate for a practice.
Complete assigned learning and actively participate in learning sessions or round table discussions.
Regular and reliable attendance.
Perform other duties as assigned.
Provide technical support when needed by the team.
Assist with the team scheduling.