Lead Patient Service Representative - Valley Health/Mary Free Bed

Lead Patient Service Representative

Hours: Monday - Thursday 8am-5pm & Friday 8am-3pm - Orthotics & Prosthetics + Bionics Department

About Orthotics & Prosthetics + Bionics: It's Different Here: Access Patient Service Representative

Mary Free Bed Summary

We have the great privilege of helping patients and families re-build their lives. It's extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients "Ask for Mary," they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership, to clinicians and care providers.

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care

Mission Statement

Restoring hope and freedom through rehabilitation.

Employment Value Proposition

At Mary Free Bed, we take pride in our values-based culture:

• Focus on Patient Care. A selfless drive to serve and heal connects all MFB employees.
• Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.
• Family Culture. We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.
• Trust in Each Other. Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.
• A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.

Summary

In addition to the job description outlined for Patient Service Representative under the direction of the outpatient or O&P+B leadership team, the Lead Patient Service Coordinator oversees and ensures accountability for PSR's within their region, maintaining high standards of performance and service quality. Responsibilities include but are not limited to oversight of daily operations for Patient Service Representative staff members, positive patient relations, employee engagement, proper telephone communication training & coaching, appointment scheduling, collaborative relationships among providers and staff. Accurately collects information from multiple sources to process referrals. Works with department leadership to ensure operational efficiency. Identifies the need for policy development and/or revision. Helps in the development of procedures/protocols and collaborates with other departments as appropriate. This individual participates in the interviewing/hiring, training, staff development and evaluation of staff performance. As a working leader, in addition to knowing and functioning in daily Patient Service Representative responsibilities, the main focus of the Lead Patient Service Coordinator is to ensure department standards are met or exceeded in customer service, quality care, and productivity, in accordance with organizational mission statement, values, and goals.

Essential Job Responsibilities

• Provide the daily Patient Service Representative functions of scheduling, registration, referral process, obtaining necessary authorizations and collecting payment for services rendered as a working leader.
• Maintain the knowledge and understanding of all scheduling for outpatient therapy or O&P +B phone lines.
• Oversee process changes in EMR and scheduling software to optimize patient care. Direct PSR's in developing policies and procedures to improve appointment scheduling across all diagnoses and disciplines. Coordinate EMR updates through service requests, troubleshooting, and direct collaboration to ensure seamless patient care.
• Participate in team conferences to represent Patient Service Representatives to effectively create action plans to assist with problems/concerns/questions and for process and efficiency improvement.
• Develop and update efficient front end processes for PSR teams with Manager or Supervisor as needed
• Administrator of system tools such Sharepoint for outpatient therapy. Identifies employees/departments, allowing/denying access on a case by case basis. Works with IT to ensure proper usage of systems occur; Edits and maintains systems to ensure current data is correct.
• Promote open communication and collaboration across teams, departments, and work sites. Foster positive relationships within department and other Mary Free Bed service lines.
• Identify customer service issues, ensuring resolution and follow-up. Execute service recovery efforts as directed by management.
• Gather and Analyze Performance Metrics - Collect performance data from various sources such as team reports, individual performance audits, and key performance indicators (KPIs). Review collected data to identify patterns and trends where performance falls below set benchmarks and determine potential causes.
• Recommend Improvement Plans: Work with leadership to develop targeted action plans for teams or individuals needing improvement, skill development opportunities, and potential workflow adjustments.
• Determine staff assignments
• Monitors and manages staff time (hours, PTO, etc.) for optimal customer service and to meet productivity expectations with patient volumes and timelines.
• Arranges schedules to ensure appropriate coverage, and performs day-to-day Patient Service Coordinator tasks assignments as needed.
• Prioritizes and grants requests for PTO.
• Ensures appropriate staff rotation.
• Participates with interviewing and selection of candidates for open positions.
• Process and manage timecards for staff, approve vacation and payroll.
• Conducts monthly chart audits to ensure staff is following correct processes.
• Facilitate the annual employee review process and performance counseling
• Initiates the review process.
• Participates in/ understands outcomes of actual review meetings.
• Performs employee competency assessments.
• Addresses employee performance issues.
• Staff Development and Mentoring Responsible for the orientation and education of new staff as well as ongoing staff development and mentoring of existing staff. Encourages staff development through formal and informal learning opportunities, and using competency-based training systems.
• Support program development and other operations as assigned.

Customer Service Responsibilities

Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.

Responsibilities in Quality Improvement

Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.

Essential Job Qualifications

• Bachelor's degree or equivalent work experience. Prior medical office/healthcare office experience including insurance verification and authorizations 3+ years. Competency and experience in scheduling patients and excellent customer service skills, Excel and Word required.
• Analytical Experience with data analysis, design, work flow, procedures and problem solving.
• Excellent oral and written communication skills required. Requires information management skills to communicate, explain, interpret, and present data. Possesses teaching and leadership abilities, and high professional standards. Must be well organized, able to set priorities, exercise independent judgement, and be an effective team member.
• Working knowledge of medical insurance HMO/PPO/EPO/Indemnity/Worker's Comp and ICD-10 classification and CPT and HCPCS coding systems.
• Demonstrated commitment to exceptional professionalism, confidentiality and service to customers.
• Works with clinical team lead and has financial responsibility for department/cost center monthly performance.
• Must be able to develop and organize employment engagement activities.

Physical Requirements for Essential Job Qualification

Levels :

• None (No specific requirements)
• Occasionally (Less than 1/3)
• Frequently (1/3 to 2/3)
• Majority (More than 2/3)

Remain in a stationary position: Majority

Traverse or move around work location: Occasionally

Use keyboard: Frequently

Operate or use department specific equipment: none

Ascend/Descend equipment or ladder: none

Position self to accomplish the Essential Functions of the role: none

Receive and communicate information and ideas for understanding: Majority

Transport, position, and/or exert force:

Up to 10 pounds: occasionally

Up to 25 pounds: none

Up to 50 pounds: none

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