PSR Manager

Carolina Health Centers•Greenwood, SC

12d•$22•Onsite

About The Position

GENERAL DESCRIPTION: The Patient Services Representative Manager represents Carolina Health Centers (CHC) and the assigned practice site in a professional manner and is responsible for the leading, coaching, and management of the front office staff in daily office processes and patient care. They should demonstrate compassion and personal commitment to excellence in serving patients, coworkers, and other key customer groups. They must consistently maintain professional boundaries while cultivating a team atmosphere amongst the front office staff, ensure patient confidentiality, and contribute to creating a patient-centered environment. DUTIES AND RESPONSIBILITIES: Perform day-to-day office duties Maintain a visible presence at the site to monitor overall office flow, address questions in a timely manner, and identify patient service issues Direct duties of Patient Services Representatives providing input or feedback as needed Responsible for effective office coordination Responsible for completing Patient Services Representative annual evaluations, reviewing with supervisor, and discussing with employee Intervene with patient service issues/incidents as appropriate. Notifies and forwards information to supervisor regarding conflicts with patients and/or employees Assist with daily provider schedules by reassigning schedule templates to fill in provider when needed Set priorities of office activities with guidance from supervisor Maintain open communication and a good working relationship with providers Act as liaison between providers and Patient Services Representatives along with supervisor Coordinate activities between Patient Services Representatives and clinical staff as needed Make daily deposits and forward receipts to accounting as needed Print reports as needed and forward to appropriate personnel Assist in training and coaching Patient Services Representatives on customer service best practices May train new staff as needed or required Complete incident reports when appropriate Schedule and conduct monthly staff meetings in coordination with supervisor Schedule and conduct quarterly staff meetings between Patient Services Representatives and clinical staff in coordination with the nurse/medical manager and supervisor Maintain a well-kept lobby and workspace Maintain and requisition office supplies as needed Understand, abide by, and can explain HIPAA to patients as needed Ensure patients understand the services we provide and the benefits of choosing us as their medical home Exemplify compassion and care for all patients by listening and addressing patient needs appropriately Conform to acceptable attendance and punctuality standards assigned by CHC Knowledgeable of emergency procedures Comply with all safety rules and protocols as established by CHC Immediately report any workplace injury to supervisor Notify supervisor when appropriate personnel are unavailable Able to perform all duties in the Patient Services Representative Skills List Performs other duties as required or assigned by supervisor REPORTING RELATIONSHIPS: Responsible to: Reports to the Family Medicine Practice Manager or Pediatric Practice Manager Workers supervised: Responsible for leading the front office staff through daily office processes, tasks, and customer care Interrelationships: An active member of the front office team Interacts with other departments within the site to identify ways to provide better patient service Works closely with supervisor to support optimal service of all patients This job description is not designed to cover or contain an exhaustive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

High School diploma or equivalent experience
Three (3) to five (5) years’ experience in a medical office setting
Knowledge of medical terminology
Ability to demonstrate excellent customer service and strong cultural competency
Ability to adhere to strict confidentiality guidelines. Any breach of employee or patient confidentiality is grounds for immediate termination from this position
Good interpersonal, organizational, and analytical skills required
Strong written/verbal communication and proofreading skills required
Teamwork orientation
Able to take and follow through with delegated tasks and accountability
Resourcefulness in problem solving
Proven organizational skills
Ability to facilitate inter-departmental cooperation and collaboration
Strong computer skills in HER and Practice Management software
Beginner to intermediate proficiency in Microsoft applications: Excel, Word, Outlook, PowerPoint
Required to talk and hear in order to communicate with others
Often required to sit and use hands and fingers to handle or feel and to manipulate keys on a keyboard
Occasionally required to stand, walk, reach with arms and hands, and to stoop, kneel, or crouch
Visual abilities required include close vision with sometimes long periods of extended exposure to a computer screen

Nice To Haves

Two (2) year Associate’s Degree of Certified Medical Assistant preferred
Office management experience preferred with leadership ability
Bilingual in Spanish preferred

Responsibilities

Perform day-to-day office duties
Maintain a visible presence at the site to monitor overall office flow, address questions in a timely manner, and identify patient service issues
Direct duties of Patient Services Representatives providing input or feedback as needed
Responsible for effective office coordination
Responsible for completing Patient Services Representative annual evaluations, reviewing with supervisor, and discussing with employee
Intervene with patient service issues/incidents as appropriate. Notifies and forwards information to supervisor regarding conflicts with patients and/or employees
Assist with daily provider schedules by reassigning schedule templates to fill in provider when needed
Set priorities of office activities with guidance from supervisor
Maintain open communication and a good working relationship with providers
Act as liaison between providers and Patient Services Representatives along with supervisor
Coordinate activities between Patient Services Representatives and clinical staff as needed
Make daily deposits and forward receipts to accounting as needed
Print reports as needed and forward to appropriate personnel
Assist in training and coaching Patient Services Representatives on customer service best practices
May train new staff as needed or required
Complete incident reports when appropriate
Schedule and conduct monthly staff meetings in coordination with supervisor
Schedule and conduct quarterly staff meetings between Patient Services Representatives and clinical staff in coordination with the nurse/medical manager and supervisor
Maintain a well-kept lobby and workspace
Maintain and requisition office supplies as needed
Understand, abide by, and can explain HIPAA to patients as needed
Ensure patients understand the services we provide and the benefits of choosing us as their medical home
Exemplify compassion and care for all patients by listening and addressing patient needs appropriately
Conform to acceptable attendance and punctuality standards assigned by CHC
Knowledgeable of emergency procedures
Comply with all safety rules and protocols as established by CHC
Immediately report any workplace injury to supervisor
Notify supervisor when appropriate personnel are unavailable
Able to perform all duties in the Patient Services Representative Skills List
Performs other duties as required or assigned by supervisor