Patient Services Representative Lead - Front Desk - Osprey, FL

POSITION SUMMARY

Under the direction of the Practice Manager, this position is directly responsible for the day-to-day operations for the Patient Services Representative team members in Brookhaven.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. The department supervisor reserves the right to change duties, responsibilities, and activities at any time with or without notice.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Assist in monitoring team performance metrics and phone queues to ensure the team is meeting performance targets.
2. Answers incoming calls, addressing patients’ scheduling needs or triaging, routing, and providing support and solutions for escalated and complex inquiries.
3. Acts as a Subject Matter Expert and/or fluent in primary and secondary and serve as a backup associate in other practices.
4. Ensures compliance with practice’s standards and patient confidentiality.
5. Subject Matter Expert in multiple practices and super user in EMA and ECW.
6. Proactively identify cross-training and processes and procedure enhancements that will improve enterprise results and efficiencies.
7. Become a change champion, helping others to adapt to change positively.
8. Collaborate with leadership by providing an in-depth knowledge of issues and challenges, providing insight and feedback. Work to create action plans based on feedback to improve performance targets and patient satisfaction.
9. Work closely with the manager to successfully oversee team operations. Function as point of contact when necessary or assigned.
10. Assist with peer coaching and new hire training.
11. Help develop PSR goals and action plans for success.
12. Complete QA monitoring on associate’s phone calls.
13. Brand advocate for a practice.
14. Complete assigned learning and actively participate in learning sessions or round table discussions.
15. Regular and reliable attendance.
16. Perform other duties as assigned.
17. Provide technical support when needed by the team.
18. Assist with the team scheduling.

KNOWLEDGE, SKILLS, AND ABILITIES

1. Excellent customer service and communicant skills
2. Organized, reliable and results-driven
3. Problem resolution and strategic thinking
4. Able to prefer under pressure

EDUCATION

High School Diploma or equivalent (Required), Associates (Preferred)

EXPERIENCE

At least 1-3 years’ experience in a leadership position with direct reports

LICENSE/CERTIFICATION

NA

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply understanding to carry out instructions furnished in written, oral, or diagram form. Ability to manage complications involving several variables in standardized situations.

WORK ENVIRONMENT AND CONDITIONS

Work is performed in an office environment. Involves frequent telephone contact with practice office personnel, staff, vendors, consultants, and management. Must be able to work efficiently under high pressure and effectively resolve conflicts as they arise. Work requires some flexibility in working hours.

PHYSICAL DEMANDS

Work requires sitting for extended periods. Requires moderate typing skills and sufficient manual dexterity to operate a keyboard, calculator, telephone, copier, and other office equipment, as necessary. Normal or corrected vision to acceptable levels for common office work. Hearing must be in the acceptable range for telephone contacts. It is necessary to view and type on computer screens for variable periods of time.