Patient Services Representative (PSR) Coordinator
: Job Details :

JOB TITLE: Patient Services Representative (PSR) CoordinatorJOB SUMMARY: The PSR Coordinator is responsible for overseeing and supporting the Patient Services Representatives in their role as the Spectra Health front desk and first point-of-contact for patients. This includes the responsibility oftraining PSRs and ensuring the proper levels of coverage for each respective front desk. This position is a working supervisor who needs to be involved in the day-to-day operations of each clinic area. They also need to work very closely with all staff on the Spectra Health management team. The PSR Coordinator reports directly to the Patient Services Manager.ORGANIZATIONAL DUTIES AND RESPONSIBILITIES* Review and comply with regulatory standards.* Strict adherence for privacy and confidentiality, for both patients and employees of Spectra Health* Champion Spectra Health's organizational values of Compassion, Trust, Respect, Equity, and Inclusivity.* Affirm Spectra Health's culture of safety by demonstrating actions and behaviors that consistently contribute to a positive and safe work environment for our employees and guests. (i.e., timely incident reporting, resolving hazards proactively, resolving privacy and security concerns, etc.).* A positive approach to teamwork, building collaborative positive relationships throughout the organization in order to share knowledge and experience.* Ability to work independently.* Be part of the solution, supporting change and participating in activities to promote organizational leadership.* Make decisions based on what's best for Spectra Health's patients.* Attend mandatory trainings and attend at least 80% of departmental meetings.* Adhere to all Spectra Health's policies and procedures and serves as a departmental champion of Spectra Health's Compliance Program activities.ESSENTIAL JOB FUNCTIONS:* Manage Patient Service Representatives (PSR) in all Spectra Health Clinics. Including involvement with hiring, time off requests, and performance appraisals.* Organize employee work schedules to ensure appropriate coverage at each clinic.* Supervise and coordinate new hire training of all PSRs.* Ensure staff competency through ongoing feedback and training as needed. Including the resolution of monthly audit findings.* Serve as a PSR liaison with internal Spectra Health departments.* Review front desk phone reports and ensure that phones and voice messages are being responded to in a timely manner.* Work with PSR's to resolve questions regarding, registration, billing, Spectra Plan, record keeping, etc.* Ensure timely completion of EMR work queues relating to the front desk.* Assist Social Services and other departments as needed with Spectra Plan eligibility forms, record keeping, no show PCMH requirements, patient feedback monitoring and other projects as needed.* Develop, improve, and implement PSR roles and responsibilities.* Work as a PSR as needed to cover shifts.* Other duties as assigned.JOB QUALIFICATIONS:Required:* One year of front desk experience* High school diploma or the equivalent* Proficient knowledge of Windows and Office applications* Proficient knowledge of the EPIC system* Strong written and verbal communication skills* Ability to demonstrate excellent customer service and strong cultural competency* Ability to adhere to strict confidentiality guidelinesPreferred:* Three years of front desk experience* A college degree in a related field* Knowledge of Medical/Dental terminologyWORKING CONDITIONS:* This is a working PSR position that requires approximately 6 hours of administrative time on a weekly basis.* Required attendance at meetings, to be determined by the Director of Quality Improvement.PHYSICAL REQUIREMENTS: The PSR Coordinator is partially a desk job that requires the ability to sit for long periods of time (up to 8 hours) at a desk or workstation. However, it is also located in a clinical environment that can require standing and constant interaction with staff and patients. Periodically, the position requires lifting or carrying items that would be appropriate in an office environment, not more than 20lbs.REMOTE WORK: The PSR Coordinator position is not eligible for full-time or hybrid remote work. For more information about remote work, please see HR Policy 1.28 - Remote Work.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. Duties, responsibilities, and activities may change at any time with or without notice.Spectra Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, or gender identity.