Patient Services Representative Lead

4 weeks ago


Mattoon, Illinois, United States Carle Health Full time

Job Summary:

The Patient Services Representative Lead is responsible for assisting in the coordination of staffing and activities of all Mattoon/Tuscola/Effingham. This role provides leadership and technical expertise in all aspects of service, performing staffing coverage as needed. The lead is responsible for helping to maintain a positive work environment and fostering teamwork at all times. Key responsibilities include participating in onboarding and training new employees, assisting the manager with changing registration processes to improve patient satisfaction, and providing continuous feedback to staff to reduce error and enhance workflow processes.

Key Qualifications:

EDUCATIONAL REQUIREMENTS
Associate's Degree in a related field or Certified Healthcare Access Associate (CHAA) certification through NAHAM.

CERTIFICATION & LICENSURE REQUIREMENTS
Certified Healthcare Access Associate (CHAA) or Associate's Degree in a related field upon hire.

EXPERIENCE REQUIREMENTS
Two (2) years of general customer service experience.

ADDITIONAL REQUIREMENTS
Successful completion of medical terminology and completion of Foundations of Leadership/Leadership HR series within 1 year of hire.

Essential Functions:

  • Perform essential job functions of Patient Service Representative I, II, and III, Ortho internal Contact Center, Surgical Scheduling & Prior Authorization Specialist
  • Assist in coordination of staffing and activities, including schedule planning, templating, and coverage
  • Assist leadership with orientation and training of new and existing coding staff
  • Act as a role model and support management initiatives for the department
  • Resolve work-related issues or assist employees in solving work-related issues
  • Resolve customer concerns, questions, and complaints by identifying problems and coordinating appropriate corrective action
  • Address customer service concerns with a positive attitude and positive closure for the customer
  • Ensure staff members are adequately trained and are competent to perform all required job tasks, including work queues
  • Establish daily work and desk assignments to ensure adequate staffing coverage and good customer service
  • Establish standards for reducing registration errors and review with staff on a regular basis
  • Assist in training new Patient Services Representative staff and serve as a role model by conducting oneself in a responsible, professional manner


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