Patient Services Representative Supervisor

The Patient Services (PSR) Supervisor is one of the first impressions representing Proliance. Together the team contributes to unmatched patient experience. The role requires helping to lead, mentor and train PSR team, as well as assisting the Operations Manager / Administrator with supervision of the department. The PSR Supervisor also demonstrates mastery as a liaison associate for patient appointments, accommodation and access to the physician and other healthcare providers. The Supervisor promotes an excellent patient experience, ensuring the use of empathy and courtesy to patients and their loved ones, assists in troubleshooting more complex problems and monitors quick and efficient patient flow.

Key Duties and Responsibilities

The key duties and responsibilities of the Patient Services Representative Supervisor include, but are not limited to:

• Demonstrates a working knowledge of the Patient Services team’s key duties and responsibilities
• Demonstrates and applies proficiency with regulatory and third-party payer guidelines billing and coding so the PAR team remains in compliance
• Adhere to practice’s Risk Management and Accounts Receivable and financial standards
• Demonstrate advanced knowledge and use of practice management (PM) and EMR systems and their uses
• Interview, hire, and on-board new employees through the designated process and provide continuous performance tracking and feedback, including regular evaluations for all new and existing employees
• Set and/or review PSR team schedules and ensure teaming guidelines meet the budget and provide appropriate resources based on department volume/activities
• May perform PSR duties when needed to ensure wait times are kept to a minimum
• Train, educate and develop team to enhance job functions and responsibilities so that maximum flexibility and job cross training is achieved
• Monitor and analyze workflows and processes to ensure that our operations, i.e. registration, scheduling, preregistration, prior authorization, and all other patient access functions are optimizing the best outcomes for patients and the organization.
• Lead employees with accountability of expectations by mentoring, coaching, discipline, etc.
• May perform audits to identify scheduling, registration, billing and quality errors, while providing feedback to employees (i.e., chart audits, accounts in WQs, both patient and payer billing)
• Successfully manage and complete multiple tasks concurrently
• Coordinate activities within care center and throughout Proliance to ensure patient satisfaction and experience is maximized
• Assist with problem resolution and change management, develop, track and review annual budgets; and assist with other strategic initiatives, as needed or requested

Education/Experience

• High School diploma or the equivalent required
• Associates or Bachelor’s degree or equivalent Lead experience (or proven experience as an exemplary PSR trainer/mentor) of the PSR function or equivalent customer-facing leadership experience preferred
• 2-3 years relevant experience in public contact, preferably in a medical office environment
• Minimum 3 years front office, medical reception, or direct customer service experience
• Practice Management and Electronic Medical Record systems experience

Knowledge, Skills and Abilities

• Proficient knowledge of medical terminology preferred at time of hire
• Superior customer service skills
• Strong leadership, training and mentoring abilities
• Promoting (leading by example) great interpersonal skills; modeling patience, composure and cooperation; working well with all patients, physicians and team
• Advanced understanding of and Adherence to all safety, risk management and precautionary procedures (OSHA/WISHA), including the consistent respect for confidentiality (HIPAA)
• Efficient use of time, with attention to quality, detail, accuracy and completion; skilled in delegation and organization
• Ability to establish and manage multiple priorities, coordinate work activities and exercise initiatives
• Creativity and resourcefulness in addressing problems and opportunities
• Willingness and ability to be flexible with working varied hours, stepping in as a working leader as needed and dependable with attendance
• Ability to remove oneself personally from given situations, remaining objective.
• Demonstrate a learning attitude toward solving problems, using good reasoning and judgment
• Ability to provide feedback to improve performance
• Ability to adapt to change, delays or unexpected events while maintaining a positive mindset
• Self-motivated; able to work independently and collaboratively, following specific guidelines and procedures; measure self against standard of excellence, overcome obstacles and challenges, involving others when needed

Work Environment/Physical Demands

The work environment/physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable differently abled persons to perform the essential functions.

Work may be performed in an office and clinical environment. Requires corrected vision and hearing to normal range. While performing the duties of this job, the associate is regularly required to talk or hear. The associate is required to sit for long periods of time, stand and walk, bend and stretch. Use of telephone and computer is required. Manual dexterity required for use of computer keyboard. Occasionally lifts and carries items weighing up to 40 pounds. May requires working under stressful conditions or working irregular hours.

This description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of this job.  It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified.  Other functions may be assigned and management retains the right to add or change the duties at any time.