Lead Patient Services Representative

Who We Are:

Symetria Recovery is the #1 outpatient rehab in Illinois and Texas. It started with three simple, yet game-changing core beliefs: Addiction is a disease; co-occurring mental health conditions should be addressed, and patients deserve respect, not judgement. Symetria Recovery provides comprehensive substance abuse treatment with a focus on Medication-Assisted Treatment (MAT) in a welcoming outpatient setting. Unlimited clinical services are available to our patients under our bundled-service delivery model. Key services delivered through our Opioid Treatment Program (OTP) licensure include MAT, medically monitored psychiatric care, individual therapy, group therapy (IOP), 6-day-per-week nursing care, and ongoing aftercare. Most of our patients being provided medication receive Buprenorphine products, but they can also receive Methadone, and any other FDA-approved medication for addiction.

What You Will Do:

The Patient Service Representative Lead is responsible for creating, implementing, optimizing, and standardizing front office operations across Symetria Recovery clinics while ensuring an exceptional patient experience.   In addition to performing advanced Patient Service Representative responsibilities, the PSR Lead will travel to clinic locations as needed to provide staffing support, facilitate onboarding and training of new Patient Service Representatives, reinforce operational best practices, and promote consistency across the organization.  The Lead PSR will partner closely with Program Directors, and cross-functional departments to support clinic operations, create and implement new workflows, optimize front office processes, and maintain compliance with organizational policies and procedures. The PSR Lead serves as a subject matter expert for front office operations and plays a key role in developing staff competency, supporting operational excellence, and ensuring continuity of patient care across all clinic locations. 

• Welcome patients and visitors by providing exceptional customer service in person and by telephone. 
• Schedule patient appointments accurately while optimizing provider schedules and clinic efficiency. 
• Maintain patient flow by notifying providers of patient arrivals and communicating scheduling delays. 
• Obtain, verify, and update patient demographic, insurance, and financial information. 
• Collect patient payments and accurately document transactions in accordance with organizational policies. 
• Maintain patient records and ensure accurate documentation within the electronic medical record (EMR). 
• Assist with urine drug screens as needed. 
• Maintain office supplies, equipment, and inventory. 
• Coordinate clinic maintenance requests and vendor services as appropriate. 
• Protect patient confidentiality and ensure compliance with HIPAA and organizational policies. 
• Collect patient satisfaction surveys and assist with service recovery when needed. 
• Perform all Patient Service Representative duties while modeling organizational standards and best practices.
• Serve as a front office subject matter expert and resource for Patient Service Representatives across all clinic locations. 
• Create, implement, and standardize workflows and operational consistency throughout the organization as it pertains to the Patient Service Representative Role.
• Ensure established payment collection processes are followed and that all applicable patient charges and payments are accurately collected and documented.
• Monitor Patient Satisfaction Survey completion rates and ensure surveys are distributed and collected in accordance with organizational standards.
• Oversee the scheduling of milestone appointments across clinics to ensure patients are scheduled within required timeframes and organizational guidelines.
• Collaborate with Program Directors to improve front office operations and patient experience. 
• Assist with implementation of operational initiatives, process improvements, and workflow changes. 
• Identify opportunities to improve efficiency, accuracy, and customer service. 
• Provide mentoring, coaching, and ongoing support to Patient Service Representatives. 
• Reinforce compliance with organizational policies, procedures, and regulatory requirements. 
• Lead onboarding and training for newly hired Patient Service Representatives. 
• Deliver virtual and hands-on training for front office workflows and systems. 
• Train new employees on scheduling, maintaining demographic information, payment collection, patient intake, EMR documentation, and organizational policies. 
• Evaluate trainee competency and provide coaching to support successful independent performance. 
• Develop, update, and maintain front office training materials, job aids, and standard operating procedures. 
• Ensure adoption and implementation of new workflows, technology enhancements, and operational initiatives. 
• Provide refresher training and ongoing education to existing Patient Service Representatives as needed. 
• Travel to clinic locations, as needed, to provide operational support during staffing shortages, leaves of absence, clinic openings, or increased patient volumes. 
• Provide temporary front office coverage while maintaining operational efficiency and patient satisfaction. 
• Support newly opened clinics by assisting with front office setup, workflow implementation, and staff training. 
• Evaluate front office operations during site visits and provide recommendations for continuous improvement. 
• Review staff payment summaries and patient receipts. 
• Complete operational reports and clinic census reporting as assigned. 
• Assist with patient transfers and medical record coordination. 
• Perform additional duties as assigned by the National Director of Clinic Operations. 
• Track, analyze, and report on key performance indicators, including:
• Payment collection efficiency and completion
• Outstanding ledger balances
• Patient Satisfaction Survey collection
• Scheduling of Milestone appointments
• Appointment confirmation completion
• Availability is required to support staffing needs during operating hours of Monday through Thursday 5:30am-9pm and Fridays from 05:30 to 4:00pm. The regular schedule consists of 8-hour workdays but may vary depending on coverage needs, with Saturday mornings assigned on a rotating, alternating basis from 7:00am to 11:00am.

Who You Are:

• Associate's or Bachelor's degree preferred; experience accepted. 
• 3-5 years in healthcare operations, patient access experience, preferably in behavioral health, addiction treatment, or OTP setting, preferred. 
• Previous experience training, mentoring, or leading staff preferred. 
• Experience working with electronic medical records. 
• Strong knowledge of healthcare registration, scheduling, insurance verification, and payment collection processes. 
• Excellent customer service, communication, and interpersonal skills. 
• Strong organizational skills with the ability to prioritize multiple responsibilities. 
• Proficient in Microsoft Office Suite and other healthcare technology platforms. 
• Ability to work independently with minimal supervision. 
• Ability to travel up to 50% of the time, including overnight travel as needed. 
• Valid driver's license in the state of Illinois and reliable transportation.

Benefits Available to You:

• Medical, dental, and vision insurance for you and your family
• 401(k) with company match
• Life insurance
• Pet insurance
• CEU reimbursement and paid time for continuing education
• Licensure fee reimbursement
• Paid vacation and sick time
• Closed and paid major holidays

Compensation for this position is based on market analysis and will be determined by additional factors such as location/state, skills, years of experience, relevant credentials, and education. The posted compensation range for this role is $25.00-$27.00 per hour. We are committed to offering a competitive compensation and benefits package that reflects all the factors previously outlined in conjunction with current market trends.

Come join a team that believes in and has a passion for providing personalized care to each individual that is a part of Symetria Recovery!