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Lead Patient Service Representative
3 months ago
POSITION SUMMARY
To be fully engaged in providing Quality/No Harm, Customer Service and Stewardship by
demonstrating leadership in promoting teamwork, prioritizing workflow, addressing, or escalating
concerns and using resources efficiently to ensure continuity of quality patient care. Serves as a
professional role model through onboarding and precepting of staff, supporting and encouraging
growth and development, and facilitating the goals of the department. Addresses customer related issues in a friendly, courteous, professional, and timely manner. Effectively communicates and escalates barriers, opportunities, and department needs to the supervisor/manager.
PRIMARY ACCOUNTABILITIES
- Ability to prioritize work and manage time effectively
- Ability to apply logic and critical thinking to identify solutions to complex problems;
- Facilitates and provides training to staff on department specific procedures and
- Serve as role model/mentor to other associates
- Act as liaison for all issues in all areas of oversight
- Ability to make appropriate decisions in the absence of management
- Demonstrates process improvement and cost saving strategies using Lean concepts
- Works special projects and performs other duties as assigned
- Constructively participates in the team Engagement Action Plan and in achieving
- Maintains established benchmarks as related to assigned tasks and shows continual
- Ensures department adheres to all HFMG policies for patient privacy and confidentiality of
- Initiates IT work tickets to resolve equipment or system related issues; maintains
MINIMUM QUALIFICATIONS
- Education: High School diploma or equivalent
- Certification: CPR Certification, Medical Office Assistant or Medical Terminology
- Work Experience: Experience working in at least 3 different clinical specialties
- Knowledge/Skills/Abilities: Experience working in multiple systems: athena,
train and mentor associates, excellent verbal and written communication skills, ability to
relate well to all customers, knowledge of healthcare terminology, analytical and
troubleshooting skills
PREFERRED QUALIFICATIONS
- Education: Associate degree
- Certification: Medical Office Administration Certification
- Knowledge/Skills/Abilities: Knowledge of analyzing practice reports
PHYSICAL REQUIREMENTS
Sedentary
- Majority of time involves sitting or standing; occasional walking, bending, stooping
- Long periods of computer time or at workstation
- Light work that may include lifting or moving objects up to 20 pounds with or without
- May be exposed to inside environments with varied temperatures, air quality, lighting
- Communicating with others to exchange information.
- Visual acuity and hand-eye coordination to perform tasks
- Workspace may vary from open to confined, on site or remote
- May require travel to various facilities within and beyond county perimeter; may require
