Patient Service Representative Supervisor- Howard

PSR Overnight Supervisor

Come work where we specialize in you! We have nearly 2,000 reasons for you to consider a career with Prevea Health-they're our employees. We're an organization that values kindness, responsibility, inclusivity, wellness and inspiration. At Prevea, we provide continuous education, training and support so every member of the team contributes to our success. Together we are the best place to get care and the best place to give care.

Job Summary

Assists the Manager/Director in the development, organization, and implementation of front-end revenue operations, reflecting a commitment to Prevea Clinic's mission, vision, and values. Have responsibilities for staff training, quality improvement, customer service, and department planning. Sets the standard for exceptional customer experience and acts as a liaison between patient and medical staff.

What you will do

• Identify, discuss, and counsel staff regarding patient care, decision-making, staff related problems, personnel conflicts and facilitate resolutions.

• Promote and encourage personal and professional growth of staff to keep abreast of rules, regulations, and information pertinent to the front-end operations.

• Demonstrates strong organizational skills, effective priority setting, and follow through in supervising the PSR staff.

• In the absence of the Manager, assumes duties and responsibilities to provide continual support to employees of the department.

• Handle cash in accordance with Prevea policies and procedures.

• Review monthly schedules, distribute employee correspondence, and assume responsibility for processing timecards for dedicated areas.

• Supervise the collection of required payments, including co-payments, outstanding balances, and payments due prior to services being rendered in accordance with Prevea policies and procedures.

• Assists with annual budget process and reviews budgets, making the appropriate variance notes when needed.

• Assist in EPIC schedule optimization by building and maintaining provider schedules within their respective departments/areas.

• Identify, discuss, and counsel staff regarding batch accuracy, error-free work, and compliance with privacy and HIPAA laws.

• Participate in a weekly on-call rotation that consists of all PSR Supervisors. Assist in any questions and or concerns that night and weekend PSR's might have throughout Prevea.

• Identifies and supports customer service initiatives of the clinic.

• Perform PSR duties when necessary to assure patient needs are met.

• Provide EPIC and computer support to staff, assist on-site staff training, and assist with process development as needed.

• Communicate latest information to staff in a time-sensitive manner while working with respective departments to coordinate changes.

• Variable shifts required, including evenings, weekends, and overnight hours.

• Performs full range of leadership responsibilities which include, but is not limited to; interviewing, hiring, coaching, and development of employees; managing performance and any performance issues; planning, assigning, and directing work; encourage innovation, teamwork, fiscal responsibility, high-quality work, and a positive/productive work environment. Front line management and problem solving of staffing gaps, scheduling, and performance concerns.

Education Qualifications

• High School Diploma and/or GED and related work experience Required

Experience Qualifications

• Previous clinic and reception supervisory experience Preferred

• Experience in customer service, insurance and/or healthcare setting Preferred

Skills and Abilities

• Ability to adapt to frequently changing protocols and processes in a fast-paced environment.

• The ability to lead with a positive attitude, along with the ability to handle challenging and changing situations with maturity, confidentiality and minimum supervision is necessary.

• Knowledge of principles and processes for providing exceptional customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

• Communicate effectively with employees throughout the organization in a proactive and positive manner, as well as possess the ability to motivate to accomplish the goals of the department and the clinic.

• Promotes teamwork and provides a supportive environment for staff in the assigned departments and throughout the organization.

• Ability to multi-task in an efficient and effective manner.

• Ability to think critically using provided information in the decision-making process.

• Engages in active listening by giving full attention to what others are saying, taking time to understand the points being made, and asking questions as appropriate.

• Must be willing to work at all locations, various shifts and extended hours as needed.

• Proficient interpersonal, telephone and computer skills

Physical Demands

• Sit

• Constantly

• Stand

• Rarely

• Walk

• Rarely

• Drive

• Rarely

• Climb (Stairs/Ladders)

• Rarely

• Bend (Neck) - Frequently

• Gross Manipulation (Hands/Arms)

• Rarely

• Squat

• Rarely

• Twist/Turn (Neck)

• Occasionally

• Lift/Carry 0-10 lbs.

• Rarely

• Lift/Carry 11-25 lbs.

• Rarely

• Lift/Carry 26-35 lbs.

• Rarely

• Push/Pull up to 10 lbs.

• Rarely

• Push/Pull 11-25 lbs.

• Rarely

• Push/Pull 26-35 lbs.

• Rarely

• Reach (Above shoulder level)

• Rarely

• Reach (Below shoulder level)

• Constantly

• Simple Grasping (Hands/Arms)

• Constantly

• Fine Manipulation (Hands/Arms)

• Constantly

• Gross Manipulation (Hands/Arms)

• Constantly

Working Conditions

• Noise

• Occasionally

Hearing Requirements

• Hears Whispers < 3 feet

• Constantly

• Hears Whispers 3-8 feet

• Constantly

Vision Requirements

• Color Discrimination

• Constantly

• Near Vision (Correctable to Jaeger 2 or 20/30 binocular)

• Constantly

• Distance Vision (Correctable to Snellen chart 20/30 binocular)

• Constantly

Prevea is an Equal Employment Opportunity/Affirmative Action employer. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United State and to complete the required employment eligibility document form upon hire. Prevea participates in E-verify. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify