PSR Front Desk Lead
Position Summary
The Patient Services (PSR) Lead 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 Patient Services Manager with supervision of the department. The PSR Lead also demonstrates mastery as a liaison associate for patient appointments, accommodation and access to the physician. The Lead 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 Lead include, but are not limited to:
Patient Services
Demonstrate advanced knowledge of practice management and patient portal software and their uses.
Advanced use of competencies related to Practice Management and EMR systems
Follows proper protocols and chain of command for troubleshooting system problems and problems solves “real time” for the patient’s immediate needs. Informs Care Center leadership and/or IT of issues and assists them with troubleshooting accordingly.
Applies advanced understanding of third-party payor requirements, compliance standards and patient liability.
Adheres to practice’s Accounts Receivable and financial standards
Complete all other duties as directed and follow all policies and practices as outlined in the Associate Handbook
Lead Responsibilities
Provide training for new-hires and mentor/provide additional training to all PSR team members
Help maintain PSR coverage
Work with Care Center leadership team to monitor flow of patients from check-in to rooming to check out, to minimize delays
Monitors flow of patients from appointment inquiry through insurance verification and maintenance of patient records.
Oversee volume of patient interaction at all PSR stations to reassign team as needed to maximize service
Work with Care Center leadership team to adjust work priorities and task focus to meet daily objectives; delegate workload to ensure team is always engaged and productive
Increase employee motivation, engagement and a positive team attitude. Promote patient satisfaction-oriented environment. Support good communication within the department and throughout the organization
Report departmental progress to Care Center leadership team
Maintain reference materials containing written protocols, policies, procedures for front office workflow
Assist Business Office in resolving requests for information
Provide insight and input on all PSR related systems, implementation and evaluation of front office standards and operational enhancements
Consults with Care Center leadership team to develop methods and procedures to increase safety, improve productivity, lower costs and obtain greater efficiency.
May participate in interviewing and evaluating team, providing feedback on candidates and team
Comfort in making recommended modifications to improve service
Assist in development of work protocols as directed by manager
Education/Experience
High School diploma or the equivalent required
(Preferred) 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
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 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 initiative.
Creativity and resourcefulness in addressing problems and opportunities and tenacity to see things through to solution
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.