Apply on Employer Site

Mary Free Bed Rehabilitation Hospital · 3 weeks ago

Lead Patient Service Representative - Offsites

Grand Rapids, MI

Full-time

Onsite

Mid, Senior Level

3+ years exp

Mary Free Bed Rehabilitation Hospital is a not-for-profit, nationally accredited rehabilitation hospital dedicated to helping patients and families rebuild their lives. The Lead Patient Service Representative oversees daily operations for Patient Service Representative staff, ensuring high standards of performance and service quality while fostering positive patient relations and collaboration among providers.

Health CareHospital

H1B Sponsor Likely

Responsibilities

Provide the daily Patient Service Representative functions of scheduling, registration, referral process, obtaining necessary authorizations 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 lines

Identifies customer service issues, ensuring resolution and follow-up. Execute service recovery efforts as directed by management

Gather and Analyze Performance Metrics - Collect performance data from various sources such as team reports, individual performance audits, and key performance indicators (KPIs). Review collected data to identify patterns and trends where performance falls below set benchmarks and determine potential causes

Recommend Improvement Plans: Work with leadership to develop targeted action plans for teams or individuals needing improvement, skill development opportunities, and potential workflow adjustments

Determine staff assignments

Monitors and manages staff time (hours, PTO, etc.) for optimal customer service and to meet productivity expectations with patient volumes and timelines

Arranges schedules to ensure appropriate coverage, and performs day-to-day Patient Service Coordinator tasks assignments as needed

Prioritizes and grants requests for PTO

Ensures appropriate staff rotation

Participates with interviewing and selection of candidates for open positions

Process and manage timecards for staff, approve vacation and payroll

Conducts monthly chart audits to ensure staff is following correct processes

Facilitate the annual employee review process and performance counseling

Initiates the review process

Participates in/understands outcomes of actual review meetings

Performs employee competency assessments

Addresses employee performance issues

Staff Development and Mentoring – Responsible for the orientation and education of new staff as well as ongoing staff development and mentoring of existing staff. Encourages staff development through formal and informal learning opportunities, and using competency-based training systems

Support program development and other operations as assigned

Qualification

Medical office experienceScheduling patientsData analysisCustomer service skillsExcelWordInsurance verificationICD-10 codingCPT codingLeadership abilitiesOral communicationWritten communicationOrganizational skills

Required

Bachelor's degree or equivalent work experience

Prior medical office/healthcare office experience including insurance verification and authorizations 3+ years

Competency and experience in scheduling patients and excellent customer service skills, Excel and Word required

Analytical – Experience with data analysis, design, work flow, procedures and problem solving

Excellent oral and written communication skills required

Requires information management skills to communicate, explain, interpret, and present data

Possesses teaching and leadership abilities, and high professional standards

Must be well organized, able to set priorities, exercise independent judgement, and be an effective team member

Working knowledge of medical insurance HMO/PPO/EPO/Indemnity/Worker's Comp and ICD-10 classification and CPT and HCPCS coding systems

Demonstrated commitment to exceptional professionalism, confidentiality and service to customers

Works with clinical team lead and has financial responsibility for department/cost center monthly performance

Must be able to develop and organize employment engagement activities

Company

Mary Free Bed Rehabilitation Hospital

Mary Free Bed Rehabilitation Hospital is a rehabilitation system that provides doctors and rehab professionals has cared for patients.

Founded in 1891

Grand Rapids, Michigan, USA

1001-5000 employees

https://www.maryfreebed.com/

H1B Sponsorship

Mary Free Bed Rehabilitation Hospital has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (1)