Supervisor, Patient Service Representatives

Family Health Centers of San Diego•San Diego, CA

About The Position

The Supervisor of Patient Service Representatives is responsible for the daily functions and customer support within the Patient Service Representative/front desk registration areas. Ensures that departmental goals and targets are met with the primary focus on quality customer service support for Family Health Centers of San Diego patients across all service lines. Accountable for ensuring that departmental policies and procedures are followed. Primary duty is in the guidance and direction of at least 4 direct reports.

Requirements

Ability and means to travel as needed in a timely manner within San Diego County, to locations that may have limited access to public transportation; proof of liability and property damage insurance on vehicle used is required.
DRIVER REQUIREMENTS: Licensed for a minimum of 3 years; No more than 2 violations and/or accidents within 3 years; No vehicle related suspensions/reinstatements; No DUI, reckless or felony Driving with 7 years.
At least 2 years supervisory experience required, preferably within a health care environment.
At least 7 years of customer service experience in a healthcare environment required.
High school diploma or GED equivalent required.
Ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high-workload environment.
Excellent computer literacy (i.e., use system to manage and schedule appointments, access electronic medical record information).
Intermediate written and verbal communication skills.
Knowledge of medical terminology and front office procedures required.
Strong organizational and time-management skills; ability to effectively multi-task and maintain composure in a high-volume environment.

Nice To Haves

College level coursework in business, healthcare administration, or closely related field preferred.
Bilingual in English/ Spanish preferred.

Responsibilities

Builds positive relationships, inspires others to perform at a higher level, prepares career development plans and retains an accountable workforce.
Coaches and counsels staff and administers appropriate disciplinary action in a timely manner.
Determines the appropriate measures of quality service and report to the Clinic Director, to include: performance indicators, service trends and customer feedback.
Ensures expeditious and efficient patient flow through assigned clinic(s).
Monitors patient scheduling in an ongoing effort to increase productivity and profitability.
Oversees, monitors, audits and corrects the timely, accurate and productive delivery of customer service needs for all front-office tasks.
Participates in continuous improvement activities and ensures appropriate Lean tools (i.e., 5S, A3) are deployed and results are evaluated and/or measured.
Performs other duties as assigned.
Provides/ensures staff receive all new hire and annual trainings on time.
Responsible for the control of the customer service functions, to include: monitoring patient scheduling, accurate data entry, daily cash drawer reports, efficient patient flow and customer support.
Works closely with Accounts Receivable Manager and Customer Service Manager providing ongoing training and monitoring of PSRs performance and adherence to department goals.