PSR Front Desk Lead

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.

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

• 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

• Proficient knowledge of medical terminology preferred at time of hire
• Superior…