PSR Manager

GENERAL DESCRIPTION:

The Patient Services Representative Manager represents Carolina Health Centers (CHC) and the assigned practice site in a professional manner and is responsible for leading, coaching, and managing the front office staff in daily office processes and patient care. They should demonstrate compassion, personal commitment to excellence in serving patients, coworkers, and other key customer groups, maintain professional boundaries while cultivating a team atmosphere, ensure patient confidentiality, and contribute to creating a patient-centered environment.

• Perform day‑to‑day office duties
• Maintain a visible presence at the site to monitor overall office flow, address questions in a timely manner, and identify patient service issues
• Direct duties of Patient Services Representatives providing input or feedback as needed
• Responsible for effective office coordination
• Responsible for completing Patient Services Representative annual evaluations, reviewing with supervisor, and discussing with employee
• Intervene with patient service issues/incidents as appropriate. Notifies and forwards information to supervisor regarding conflicts with patients and/or employees
• Assist with daily provider schedules by reassigning schedule templates to fill in provider when needed
• Set priorities of office activities with guidance from supervisor
• Maintain open communication and a good working relationship with providers
• Act as liaison between providers and Patient Services Representatives along with supervisor
• Coordinate activities between Patient Services Representatives and clinical staff as needed
• Make daily deposits and forward receipts to accounting as needed
• Print reports as needed and forward to appropriate personnel
• Assist in training and coaching Patient Services Representatives on customer service best practices
• May train new staff as needed or required
• Complete incident reports when appropriate
• Schedule and conduct monthly staff meetings in coordination with supervisor
• Schedule and conduct quarterly staff meetings between Patient Services Representatives and clinical staff in coordination with the nurse/medical manager and supervisor
• Maintain a well‑kept lobby and workspace
• Maintain and requisition office supplies as needed
• Understand, abide by, and can explain HIPAA to patients as needed
• Ensure patients understand the services we provide and the benefits of choosing us as their medical home
• Exemplify compassion and care for all patients by listening and addressing patient needs appropriately
• Conform to acceptable attendance and punctuality standards assigned by CHC
• Knowledgeable of emergency procedures
• Comply with all safety rules and protocols as established by CHC
• Immediately report any workplace injury to supervisor
• Notify supervisor when appropriate personnel are unavailable
• Able to perform all duties in the Patient Services Representative Skills List
• Performs other duties as required or assigned by supervisor

Responsible to:
Reports to the Family Medicine Practice Manager or Pediatric Practice Manager

Responsible for leading the front office staff through daily office processes, tasks, and customer care

• An active member of the front office team
• Interacts with other departments within the site to identify ways to provide better patient service
• Works closely with supervisor to support optimal service of all patients

• High School diploma or equivalent experience
• Two (2) year Associate’s Degree of Certified Medical Assistant preferred

• Three (3) to five (5) years’ experience in a medical office setting
• Office management experience preferred with leadership ability
• Knowledge of medical terminology
• Bilingual in Spanish preferred

• None required

• Ability to demonstrate excellent customer…