Lead Patient Service Representative - Valley Health/Mary Free Bed

About the role

In addition to the job description outlined for Patient Service Representative under the direction of the outpatient or O&P+B leadership team, the Lead Patient Service Coordinator oversees and ensures accountability for PSR's within their region, maintaining high standards of performance and service quality . Responsibilities include but are not limited to oversight of daily operations for Patient Service Representative staff members, positive patient relations, employee engagement, proper telephone communication training & coaching, appointment scheduling, collaborative relationships among providers and staff. Accurately collects information from multiple sources to process referrals . Works with department leadership to ensure operational efficiency. Identifies the need for policy development and/or revision. Helps in the development of procedures/protocols and collaborates with other departments as appropriate . This individual participates in the interviewing / hiring , training , staff development and evaluation of staff performance. As a working leader, in addition to knowing and functioning in daily Patient Service Representative responsibilities, the main focus of the Lead Patient Service Coordinator is to ensure department standards are met or exceeded in customer service, quality care, and productivity, in accordance with organizational mission statement, values, and goals. Essential Job Responsibilities Provide the daily Patient Service Representative functions of scheduling, registration, referral process, obtaining necessary authorization s and collecting payment for services rendered as a working leader. Maintain the knowledge and understanding of all scheduling for outpatient therapy or O& P +B phone lines. Oversee process changes in EMR and scheduling software to optimize patient care. Direct PSR's in developing policies and procedures to improve appointment scheduling across all diagnoses and disciplines. Coordinate EMR updates through service requests, troubleshooting, and direct collaboration to ensure seamless patient care. Participate in team conferences to represent Patient Service Representatives to effectively create action plans to assist with problems/concerns/questions and for process and efficiency improvement. Develop and update efficient front end. processes for PSR teams with Manager or Supervisor as needed Administrator of system tools such Sharepoint for outpatient therapy. Identifies employees/departments, allowing/denying access on a case by case basis. Works with IT to ensure proper usage of systems occur; Edits and maintains systems to ensure current data is correct . Promote open communication and collaboration across teams, departments, and work sites. Foster positive relationships within department and other Mary Free Bed service

Benefits

Additional Information

Lead Patient Service Representative - Valley Health/Mary Free Bed Hours: Monday - Thursday 8am-5pm & Friday 8am-3pm - Orthotics & Prosthetics + Bionics Department About Orthotics & Prosthetics + Bionics : It's Different Here: Access Patient Service Representative Mary Free Bed Summary We have the great privilege of helping patients and families re-build their lives. It's extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients "Ask for Mary," they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them . This is true of every employee, from support staff and leadership, to clinicians and care providers. Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care Mission Statement Restoring hope and freedom through rehabilitation. Employment Value Proposition At Mary Free Bed, we take pride in our values-based culture: Focus on Patient Care . A selfless drive to serve and heal connects all MFB employees. Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities. Family Culture . We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization. Trust in Each Other . Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community. A Proud Tradition . Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride .

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