The Patient Service Representative Supervisor is responsible for oversight of the daily operations of the Patient Service Representative team. The PSR Supervisor will oversee the flow of the day for the front desk, allocating resources as needed for adequate coverage. The PSR Supervisor is the first point of contact for the PSR team with questions, issues, or problems. The PSR Supervisor will be a working supervisor with the goal of covering the floor as a PSR less than 50% of the time.
Essential Duties and Responsibilities:
PRIMARY ACCOUNTABILITIES
The PSR Supervisor as part of the PSR team fills in where necessary and must be trained in all aspects of the PSR position. Communicates with clinical teams to review the day, identify and anticipate any issues with daily flow, troubleshoot, and problem solve where needed. Engaging PSR Manager and Medical Assistant Supervisors as needed. Responsible for recruitment orientation and training of new PSR staff, verifying that 90-day checklists have been completed Assists with changes due to errors in scheduling, double bookings, and Labor and Delivery while Coordinate with Clinic Schedulers to direct the PSR team regarding rescheduling efforts, etc. due to these absences. Engages PSR Manager and Medical Assistant Supervisors as needed. Monitors wait-times for providers and notify other staff members to ensure patients are being attended appropriately. Assists with de-escalation and service recovery of customer service issues. Engage PSR Manager as needed. Acts as a liaison between patients, nursing staff, providers, etc. to ensure access and continuity of services. Keeps the flow of work running smoothly. Reports any issues that may impede PSR operations to the PSR Manager. Monitors break and meal periods for PSR's to ensure staff receive appropriate break and mealtimes. Collaborates with the PSR Manager and trainers to identify opportunities for individual and department improvement. Ensure all staff are fully trained, competencies assessed and documented, and that new staff are progressing as expected from orientation and training, communicating progress regularly to PSR Manager. Completes all PSR 90 day and annual reviews (in collaboration with PSR Manager) Supports standardized practice across all PSRs Reinforces a customer service mindset (getting to yes) Documents and communicates changes in practice in collaboration with PSR Manager and Trainers Contributes to building a digital and dynamic sole source of truth for the department Completes additional projects and/or duties as assigned by the PSR Manager within established guidelines. Collaborate with staff, Supervisors, Managers, and leadership to reinforce high team performance Lead PSR department meetings, partnering with PSR Manager and Clinic Operations Manager as needed Participate in any necessary meetings, committees, etc. Perform other duties as assigned
PEOPLE MANAGEMENT AND PROFESSIONAL DEVELOPMENT
In cooperation and close collaboration and communication with the
Manager:
Set the 'tone' by modeling principles of self-leadership, humility, honesty, teamwork, adaptability, collaboration, and responsiveness Reinforce and hold team accountable to True North standards Reinforce clear performance expectations for team staff, hold team staff accountable to established expectations to ensure efficient operations Practice active listening and gracefully giving and receiving feedback Ensure team knows about and understands changes outlined in change Notices, monitoring practices to ensure adherence to outlined changes. Report problem behaviors to the PSR Manager. Address problem behavior professionally, confidentially, and with a 'growth and development' mindset Provide routine performance management feedback to PSR's using coaching conversations, follow up written communication, and other communication tools. Invest in the growth and development of assigned staff by coordinating resources as needed to support staff in their growth Formally recognize exceptional team staff performance
KEY SKILLS
Demonstrates flexibility in workday with ability to multi-task Willingness to take and give constructive feedback Willingness to learn and grow Change tolerant Always patient focused Organized and efficient in daily work and tasks Ability to dynamically problem solve Ability to create and foster a collaborative team environment Ability to lead self and others while maintaining a positive, high functioning team culture Willingness to embody and uphold the mission, values, and principles of the organization
Education:
High school diploma or GED equivalent
Experience:
1+ year of PSR experience and/or lead or supervisory role required Demonstrated success with clear thinking and ability to reorganize as needed Demonstrated success in working independently, prioritization and problem solving Demonstrated success in organization abilities Working knowledge of Microsoft applications including Excel, Word, Outlook, etc. Demonstrated success in effectively managing difficult situations
Language:
Requires good verbal and written communication skills. Must be able to speak and read the English language.
Physical Demands:
Ability to move freely (standing, stooping, walking, bending, pushing, and pulling) and lift to a maximum of 50 pounds without assistance.
Work Environment:
Fast-paced community health center setting, potential exposure to infectious diseases, interaction with diverse patient population. Normal overtime/extended work hours.
Benefits:
Medical, Vision, and Dental coverage, 4% 401k Contribution, $50 a month HRA contribution to be used towards qualifying medical expenses, Paid Time Off (PTO) plus paid holidays.
Equal Opportunity Employer:
North Olympic Healthcare Network is an equal opportunity employer (EOE). All applicants will receive equal consideration for employment without regard to age, race, color, national origin or ancestry, ethnicity, family or marital status, sex, genetic information, disability, creed, religion, citizenship, socio-economic status, military or veteran status, or any other characteristic protected under applicable federal, state, or local law.
