PSR Supervisor - HVI

Carle Health•Urbana, IL

About The Position

Responsible for the daily supervision of HVI Centralized Services PSR staff and functions. The PSR Supervisor assists the manager with improving scheduling and registration processes to support patient throughput and satisfaction. This working supervisor prepares staff schedules within budget parameters, ensures shift coverage, establishes and audits scheduling and registration error standards, and provides ongoing feedback and training to improve accuracy and workflow. The role works with clinical leadership to maintain efficient provider schedules, support point-of-service collections, and monitor referrals, in-baskets, waitlists, recall reports, and department and leadership work queues. The supervisor coordinates staff assignments and training, supports employee performance and personnel actions, handles timekeeping and payroll-related tasks, and works with management on audits, quality improvement, policies, budgets, and recommended operational changes. The role also supports customer service and revenue-cycle activities, resolves or escalates work-related and patient concerns, and helps build a cohesive team focused on patient satisfaction and department goals.

Requirements

Associate's degree.
Experience in the responsibilities described is not specified.

Responsibilities

Coordinate daily work and desk assignments to ensure adequate staffing coverage and excellent customer service.
Prepare staff schedules based on budget parameters and ensure adequate coverage for shifts.
Ensure staff are trained and competent in required tasks; coordinate preceptors for new staff and assist in training new Patient Service Representatives.
Serve as a role model by conducting oneself in a responsible, professional manner.
Perform personnel actions, including hiring, performance appraisals, disciplinary actions, and promotions; assign work and review and edit direct reports’ work.
Approve scheduling and vacation requests for HVI PSRs.
Serve as timekeeper in Kronos, stay within SVR targets, and assist with payroll processing for direct reports by maintaining employee edit requests and PL requests.
Resolve work-related issues or assist employees in resolving them, consulting the manager on more complex situations.
Support the manager in collecting information for accreditation surveys and departmental audits and assist with implementation of recommended changes.
Develop, implement, and participate in Quality Improvement initiatives and perform quality audits as directed or needed.
Meet and maintain productivity targets and department goals aligned with the strategic plan.
Design and implement department policies.
Take disciplinary action under the guidance of Human Resources and the Patient Care Manager.
Resolve customer concerns, questions, and complaints by identifying problems and coordinating corrective action; report situations and resolutions to the supervisor.
Establish standards for reducing registration errors, review them regularly with staff, and initiate training as needed.
Assist staff with customer service issues and provide timely responses to concerns from the Patient Relations Department.
Supervise and assist staff in their duties to support patient satisfaction and revenue-cycle activities.
Work Patient, Account, Claim Edit, and Router work queues daily.
Monitor and maintain referrals, in-baskets, waitlists, recall reports, department work queues, and leadership work queues daily.
Work with clinical leadership to ensure provider schedules are efficient and free of scheduling errors.
Enhance point-of-service collections to support financial stewardship.
Assist management in maintaining and developing a budget for supplies and equipment.
Monitor procedure and testing work queues and their schedules to support financial stewardship.
Actively participate in and/or lead team huddles.
Act as an EMR Superuser.
Perform as a working supervisor to address staffing and volume fluctuations.
Build a cohesive team to improve employee satisfaction.