Patient Services Representative Supervisor - Asian Health Services

Essential Job Functions

• Schedules, assigns, supervises, and reviews the work of front desk staff, ensures adequate staffing, and coordinates workflow.
• Orients and trains staff in work procedures, protocols, standards, and safety & security practices.
• Analyzes develop, updates, revises, communicates, implements, and evaluates protocols that meet licensure, regulatory, and funding requirements.
• Ensures that changes in the procedure are enforced and implemented by staff.
• Must be able to understand, prioritize, and manage competing interests among supervisees and peers, as well as when responding to patient needs.
• Screens and recommends job applicants for hire.
• Conducts staff performance evaluation.
• Recommend and prepare a performance improvement plan, disciplinary action, dismissal, and other personnel actions in consultation and with approval of the Clinic Site Manager and the Clinic Service Manager.
• Consults or communicates with Human Resource Director on matters related to the collective bargaining agreement, personnel policies, and labor laws.
• Steps in for Clinic Site Manager as needed on matters related to front desk work.
• Reviews staff timesheet and submits to the Clinic Site Manager.
• Monitors staffing budget, equipment, and supply purchases.
• Collaborate with other supervisors (s) to ensure and maintain appropriate spending.
• They can competently perform the fundamental duties of a Patient Services Representative and Medical Phone Receptionist if a need arises.
• Continually assesses the existing system to accommodate changes in policies and procedures.
• Exercises independent decision making, problem-solving, and planning to improve the quality of services provided.
• Ensures that clinic policies and procedures are enforced and followed by staff.
• Responsible for quality control.
• Works with all clinic, membership, billing, and administrative department staff.
• Addresses patient complaints and problems in a timely and satisfactory manner that assures high patient satisfaction with AHS clinic services.
• Acts as a backup to support functions when necessary and if appropriate.
• Conducts monthly meetings with the Patient Services Representatives and Medical Phone Receptionist.
• Regularly reports to the Clinic Site Manager for guidance and accountability.
• Recommends and evaluates strategies to improve front-desk operation.
• Participates in staff meetings.
• Participates in the planning and coordination of special clinic days and other agency-wide activities.
• Orders office supplies for the support services component.

Supervisory Responsibilities

• Supervising staff including Patient Services Representatives, Medical Phone Receptionist, volunteers, and on-call front-desk employees.
• Carries out supervisory responsibilities by all AHS policies and applicable employment laws.
• Responsibilities include screening, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performances; rewarding and disciplining employees; addressing complaints and resolving problems.

General Agency/AHS Duties

• Fosters an environment that promotes trust and cooperation among clients and staff.
• Enforces clinic policies and procedures, including maintenance of client confidentiality under HIPAA privacy rules, to ensure that the principles of AHS are implemented.
• Plays an active role in planning organization-wide activities such as AHS general membership meetings, fundraisers, special clinic days, and other events.
• Participates in general membership meetings, fundraisers, and other public events, as required.
• Participates in outreach activities, agency advocacy, and serves on ad hoc committees, as requested.
• Attends AHS staff retreats and Board of Directors meetings, as required.
• Participates in agency-wide quality improvement program processes and performance improvement teams to ensure excellence in the quality of services provided across the agency.

Minimum Qualifications

• A high school diploma or Bachelor's degree
• Four years of relevant work experience along with increasing responsibilities or two years of relevant work experience in a health care
• Bilingual in English and Cantonese

Preferred Qualifications

• Bilingual/bicultural in an Asian language preferred.
• Commitment to working in the Asian community, to community health care with
• community health clinics preferred.
• Supervisory experience preferred.

Knowledge, Skills & Abilities

• Principles and practices of work supervision, including work planning, work assignment, and ability to supervise much staff with a diverse cultural background.
• Principles and processes of personnel supervision, including hiring, training, and performance review.
• MediCal, Medicare, and other medical payers/insurance systems, as well as the managed care system.
• Working with computerized medical software packages.
• Monitoring a budget.
• Evaluating findings and results, determining the deviation from normal, and prescribe appropriate measures.
• Ability to plan, assign, direct, review, and evaluate the work of others.
• Select, train, supervise, appraise, counsel, motivate, and reward staff.
• Exercise independent judgment within the scope of authority and practice.
• Demonstrate good interpersonal and communication skills, both oral and written.
• Learn and appropriately utilize knowledge of the California Health Care Insurance.
• Ability to perform a variety of duties within the scope of the job with the ability to change from one task to another of a different nature, as necessary, without loss of efficiency or composure.

PI251856477