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Patient Service Representative Lead

2 months ago

Mission Viejo, California, United States The University of Kansas Health System Full time
Job Summary

The University of Kansas Health System is seeking a highly skilled and experienced Patient Service Representative Lead to join our team in the Ambulatory Clinic. As a key member of our patient experience team, you will be responsible for supporting the supervisor and providing exceptional patient care.

Key Responsibilities
  • Leadership and Team Management
    • Lead by example and promote a positive and supportive work environment.
    • Assist in the onboarding of new staff members and provide guidance and training as needed.
    • Develop and implement departmental onboarding processes and escalate any barriers to leadership.
  • Patient Experience
    • Responsible for achieving organizational targets related to patient experience in various domains.
    • Engage with patients and staff to gather feedback and implement improvements.
    • Ensure seamless patient flow and efficient registration processes.
  • Communication and Collaboration
    • Effective verbal and written communication with patients, staff, and providers.
    • Collaborate with the clinical care team to ensure accurate and timely patient information.
    • Provide excellent customer service and resolve patient complaints in a timely and professional manner.
  • Administrative and Technical
    • Responsible for scheduling internal and external referrals, appointments, and procedures.
    • Maintain accurate and up-to-date patient records and documentation.
    • Ensure compliance with health system policies and procedures.
Requirements
  • Education and Experience
    • High school graduate or equivalent.
    • A minimum of two years' experience in ambulatory/admitting/patient registration & pre-certification or one year experience combined with a completed associate's degree.
  • Skills and Abilities
    • High level of customer service skills focusing on problem resolution.
    • Ability to maintain patient confidentiality.
    • Basic computer skills including Microsoft Excel, Word, Outlook, and Teams.
Preferred Qualifications
  • Clerical, registration, and/or customer service experience within a healthcare setting.
  • Bilingual or multilingual skills.
Language Requirements
  • Fluent English - read, write, speak, and understand English.