Patient Support Lead

The Lead Patient Service Representative (PSR) is aworking leadrole responsible for overseeing the daily operations and workflow of the outpatient ambulatory call center while also performing frontline duties. This position requires strong multitasking skills and the ability to remain effective in a fast-paced sometimes chaotic environment. As a subject matter expert the Lead PSR provides guidance and support on insurance data entry verification processes and the use of insurance addition this role ensures that all PSRs deliver a stellar patient experience by modeling service excellence monitoring call center metrics in real time facilitating training and coaching and collaborating with clinic and executive leadership to optimize patient access satisfaction and performance outcomes.

Major Responsibilities

• Serve as aworking leadby managing daily call center workflow while also performing frontline PSR duties including scheduling appointments completing patient registration call handling and patient support in EPIC.

• Mentor coach and educate PSRs on superior customer service established protocols and performance benchmarks; identify performance gaps and escalate issues as needed.

• Conduct daily weekly monthly and quarterly performance evaluations and report key metrics to leadership.

• Act as a subject matter expert in all call center functions including insurance entry benefit verification pre-authorizations referrals and effective use of EPIC and other tools.

• Monitor and manage call center performance metrics (call volumes hold times abandonment rates service levels and PSR availability) using dashboards and reports; provide real-time updates to staff and leadership.

• Answer inbound calls promptly and professionally following established call scripts protocols and customer service standards.

• Ensure the PSR team is always facilitating warm transfers by staying on the line with the patient until the receiving party is engaged ensuring a seamless handoff.

• Ensure compliance with phone management protocols including accurate sign-in and sign-out of phone systems.

• Ensure compliance with phone management available vs. unavailbale

• Document all patient interactions and call outcomes in the electronic health record (Epic) in real time.

• Identify key issues during the wrapup portion of the call with each PSR for timely follow through to the next call.

• Follow HIPAA and organizational privacy/confidentiality requirements during all patient communications.
  

• Identify workflow inefficiencies and areas where education is needed; collaborate with leadership to implement training and process improvements.

• Build effective collaborative relationships with peer leaders and core support departments; facilitate strong communication across teams.

• Model and promote a patient-first approach ensuring professionalism empathy and service excellence in every interaction.

• Assist with onboarding mentoring and ongoing education of new and existing PSRs.

• Escalate complex issues or patient concerns to the appropriate leader while ensuring timely follow-up and resolution.

• Foster a supportive team-oriented environment that promotes accountability collaboration and continuous improvement.

• Function effectively in a matrix management environment.

• Complete additional duties and special assignments as requested.

Candidates must be legally authorized to work in the United States. Please Note: UNLV Health does not provide employment sponsorships or sponsorship transfers for any positions.

ADVANTAGES OF WORKING FOR UNLV HEALTH

• Clinic Hours are Monday through Friday 8AM to 5PM!(Actual hours may vary depending on business need)

• 12 Paid Holidays per year starting with your first day of employment!
• 20 PTO days per year! (Depending on Position)
• 3% 401K Contribution even if you do not contribute!
• Medical Dental and Vision benefits that start the first of the month following your start date!
• And more!

Educational Requirements

• High School Diploma or GED equivalency

Qualifications

• 3 - years healthcare experience
• Bilingual English/Spanish preferred
• Ability to type 30WPM
• Proficient with computers and related applications.
• Must possess the following skills: Above Average Verbal and Written communication
• Correspondence/Reports Analytical Design Medical Terminology MS Word MS Excel.
• Prior Supervisory Experience: 1-2 years healthcare or call center.

Physical requirement

• May include standing sitting and/or walking for extended periods
• May include performing repetitive tasks
• May include working with challenging patients and clients
• May include lifting up to 25 pounds

UNLV Health will provide equal opportunity employment to all employees and applicants for employment. No person shall be discriminated against in employment because of race color gender age national origin ancestry religion physical or intellectual disability marital status parental status sexual orientation or any other category protected by law.

If you have any questions about our interview and hiring procedures please contact Recruitment at