Patient Services Representative Supervisor

Wayne Health•Detroit, MI

About The Position

The Patient Services Representative (PSR) Supervisor will supervise the day to day work activities of the Patient Service Representatives (PSRs). The Supervisor will oversee staff and job tasks assigned to appointment scheduling, patient intake, data certification, charge entry, co-payment collections, and front office communications.

Requirements

Bachelor’s degree preferred, or equivalent combination of education and experience
3 years recent experience in a related position in a medical office.
Have a strong working knowledge of Microsoft Excel and Word
Knowledge of basic medical terminology
Basic office skills including typing 35 wpm and accurately enter alpha numeric data
Possess excellent verbal, written communication and problem solving skills
Excellent interpersonal skills necessary to establish and maintain productive working relationships with staff, physicians, patients and their families and other people both inside and outside the clinical practice area
Excellent customer service skills including the ability to use independent thinking, sound judgement and creativity when resolving customer issues or concerns
Ability to effectively work independently and with a team
Ability to multi-task
Knowledge of medical insurance and medical office billing
Ability to stand for long period of times and lift up to 50 pounds
Requires sensitivity to work with seriously ill patients and their families
Compliance with Department Health and Safety policies and procedures
40-hour work week, hours and days to be determined by the business needs of the department. Additional hours may be required
Wayne Health requires all employees [temporary employees and contractors] who will interact with the public and/or co-workers, regardless of clinical responsibility or patient contact, to have started their primary vaccination series against COVID-19 or received a sincerely held religious belief or medical exemption. All newly hired employees are required to have received their first vaccination dose prior to their start date of employment and completed primary series as outlined in FDA’s prescribing instruction for vaccine administration. New hires must also receive their booster within 30 days after the date that they are eligible to receive it, per CDC guidelines. Exemptions or accommodations to the Wayne Health vaccine requirement may be approved under certain limited circumstances. Anyone with an approved exemption must have weekly PCR COVID-19 testing on their own time and submit the results every Monday, before arriving at work. Employees whose positions are 100% remote are exempt from these requirements.

Nice To Haves

Supervisory experience is preferred
Proficient in navigating EHR, Nextgen or Athena system preferred

Responsibilities

Provides daily support/mentoring/training to new hires as well as existing Patient Service Representatives
Assists in preparation for both short and long range planning recommendations for all patient service representative areas including; appointment scheduling, patient intake, data verification, charge entry, co-payment collections and front office communications
Provides assistance in managing all escalated issues as needed
Promotes and encourages personal and professional growth of staff to keep abreast of rules, regulations and information pertinent to the front end operations
Responsible for staff training, quality improvement, customer service, and department planning.
Sets the standard for exceptional customer experience
Responsible for the efficient day-to-day running of the PSR staff to include enforcement of policies, procedures and protocols
Identifies and provide recommendations for potential problems, non-routine situations, work flow processes, and customer service needs to the clinic managers
Makes decisions on behalf of the department utilizing good judgment, which demonstrates the best interest of the organization and patients
Performs PSR duties on the rare occasion, when necessary, to ensure patient needs are met