Lead Patient Services Representative - Vancouver Clinic

In addition to performing the responsibilities of Patient Services Representative, the PSR Lead is responsible for supporting the department by assisting with daily staffing and scheduling needs. Patient Service Representative Leads also must work as the subject matter expert in the department for areas such as service, scheduling, insurance, registration, under the direction and guidance of manager and supervisors, and be willing to assist leadership in training others for continuous improvement in the performance of PSR core processes.

Schedule: Monday through Friday 8:00am to 5:00pm

ESSENTIAL FUNCTIONS and RESPONSIBILITIES:

• Perform same work as the Patient Service Representative, participating in the day-to-day operations of the work unit, with "lead" work comprising a large portion of the overall job. A Lead is engaged primarily in: 1) monitoring work for adherence to established policies/standards, and 2) providing staffing/scheduling support for supervisors.
• Maintain existing standard work and create new process flows based on needs within the registration department; Use these resources to cross-train and develop new personnel or coach existing personnel.
• Assist PSR staff in achieving key performance indicators, e.g., excellent customer service and patient experience standards, referrals, scheduling and registration accuracy, and others, and drive for continuous improvement.
• Round with your team at your given site(s) to attend to their needs. This may involve driving to your sites if you have more than one. Cadence to be set my Registration leadership.
• Regular, reliable, and predictable attendance of leadership meetings as assigned, e.g., tier calls and huddles.
• Maintain knowledge of the policies, procedures and equipment applicable to the work unit at appointment.
• Perform all other duties as assigned by management team.

EDUCATION AND SKILLS

• High school diploma or equivalent required.
• Successfully completed a minimum of 1 year of employment at TVC as a Patient Service
  Representative OR 1 year in Healthcare and 6 months as a trainer or lead in any field required
• Minimum of three (3) years of experience in customer service position preferred.
• Expert proficiency in EPIC, knowledge of the WIKI, and the Employee handbook.
• Able to thrive in a fast-paced workplace, with shifting priorities.
• Demonstrates ability to maintain a calm demeanor in stressful situations.
• Establishes and maintains positive, productive, and professional relationships
• Excellent verbal and written communication within all levels of the organization
• Demonstrates advanced problem-solving skills and good judgment
• Maintains a positive personnel file, e.g., no disciplinary actions in past six months
• Maintains exceptional individual standards of behavior for supportive interaction, attendance,
  involvement and performance

Pay Range:
$20.76 - $29.06

The above information is intended to indicate the general nature and level of work required in this position. It is not designed to contain or be interpreted as a comprehensive description of all duties, responsibilities, and qualifications required of those assigned to this job.

We offer a competitive Total Rewards Program. Eligibility for benefits is dependent on factors such as position type and FTE. Benefit-eligible employees qualify for benefits beginning on the first of the month following one month of employment. Vancouver Clinic offers medical, dental, vision, life insurance, AD&D, long term disability, health savings account, flexible spending account, employee assistance program, and multiple supplemental benefits (voluntary life, critical illness, accident, hospital indemnity, identity theft protection, legal services, etc.). We also offer a 401k retirement plan, with employer contributions after your first year of employment. Benefits-eligible employees accrue PTO and Personal Time based on hours worked and State worked, totaling 120 hours in the first year for full time staff and 200 hours in the first year for full time supervisors and above, increasing in subsequent years. PTO and Personal Time accruals are pro-rated by FTE/hours worked. Non-benefits eligible employees will accrue Personal Time based on hours worked and State worked. Employees will also enjoy up to six paid holidays per year, depending on schedule. Contact your recruiter for more information.

Vancouver Clinic is proud to be an Equal Opportunity Employer. Vancouver Clinic does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, gender identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Vancouver Clinic is an alcohol and drug-free workplace. Offers are contingent on successful completion of background screen and immunization requirements.