PSR Manager

GENERAL DESCRIPTION:

The Patient Services Representative Manager represents Carolina Health Centers (CHC) and the assigned practice site in a professional manner and is responsible for the leading coaching and management of the front office staff in daily office processes and patient care. They should demonstrate compassion and personal commitment to excellence in serving patients coworkers and other key customer groups. They must consistently maintain professional boundaries while cultivating a team atmosphere amongst the front office staff ensure patient confidentiality and contribute to creating a patient-centered environment.

DUTIES AND RESPONSIBILITIES:

• Perform day-to-day office duties
• Maintain a visible presence at the site to monitor overall office flow address questions in a timely manner and identify patient service issues
• Direct duties of Patient Services Representatives providing input or feedback as needed
• Responsible for effective office coordination
• Responsible for completing Patient Services Representative annual evaluations reviewing with supervisor and discussing with employee
• Intervene with patient service issues/incidents as appropriate. Notifies and forwards information to supervisor regarding conflicts with patients and/or employees
• Assist with daily provider schedules by reassigning schedule templates to fill in provider when needed
• Set priorities of office activities with guidance from supervisor
• Maintain open communication and a good working relationship with providers
• Act as liaison between providers and Patient Services Representatives along with supervisor
• Coordinate activities between Patient Services Representatives and clinical staff as needed
• Make daily deposits and forward receipts to accounting as needed
• Print reports as needed and forward to appropriate personnel
• Assist in training and coaching Patient Services Representatives on customer service best practices
• May train new staff as needed or required
• Complete incident reports when appropriate
• Schedule and conduct monthly staff meetings in coordination with supervisor
• Schedule and conduct quarterly staff meetings between Patient Services Representatives and clinical staff in coordination with the nurse/medical manager and supervisor
• Maintain a well-kept lobby and workspace
• Maintain and requisition office supplies as needed
• Understand abide by and can explain HIPAA to patients as needed
• Ensure patients understand the services we provide and the benefits of choosing us as their medical home
• Exemplify compassion and care for all patients by listening and addressing patient needs appropriately
• Conform to acceptable attendance and punctuality standards assigned by CHC
• Knowledgeable of emergency procedures
• Comply with all safety rules and protocols as established by CHC
• Immediately report any workplace injury to supervisor
• Notify supervisor when appropriate personnel are unavailable
• Able to perform all duties in the Patient Services Representative Skills List
• Performs other duties as required or assigned by supervisor

REPORTING RELATIONSHIPS:

Responsible to:

• Reports to the Family Medicine Practice Manager or Pediatric Practice Manager

Workers supervised:

• Responsible for leading the front office staff through daily office processes tasks and customer care

Interrelationships:

• An active member of the front office team
• Interacts with other departments within the site to identify ways to provide better patient service
• Works closely with supervisor to support optimal service of all patients

This job description is not designed to cover or contain an exhaustive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

REQUIREMENTS: All employees of Carolina Health Centers Inc. are expected to perform the duties of their job and behave in a manner consistent with the Corporate Philosophy which supports the values of: respect honesty integrity openness transparency diversity equity inclusion stewardship and innovation. In addition this position requires:

Education:

• High School diploma or equivalent experience
• Two (2) year Associates Degree of Certified Medical Assistant preferred

Work Experience:

• Three (3) to five (5) years experience in a medical office setting
• Office management experience preferred with leadership ability
• Knowledge of medical terminology
• Bilingual in Spanish preferred

Licensure and Certification:

• None required

Skills:

• Ability to demonstrate excellent customer service and strong cultural competency
• Ability to adhere to strict confidentiality guidelines. Any breach of employee or patient confidentiality is grounds for immediate termination from this position
• Good interpersonal organizational and analytical skills required
• Strong written/verbal communication and proofreading skills required
• Teamwork orientation
• Able to take and follow through with delegated tasks and accountability
• Resourcefulness in problem solving
• Proven organizational skills
• Ability to facilitate inter-departmental cooperation and collaboration
• Strong computer skills in HER and Practice Management software
• Beginner to intermediate proficiency in Microsoft applications: Excel Word Outlook PowerPoint

Physical Abilities:

• Required to talk and hear in order to communicate with others
• Often required to sit and use hands and fingers to handle or feel and to manipulate keys on a keyboard
• Occasionally required to stand walk reach with arms and hands and to stoop kneel or crouch
• Visual abilities required include close vision with sometimes long periods of extended exposure to a computer screen

Work Environment:

• This position involves exposure to patient elements with minimal to moderate potential of exposure to blood borne pathogens. This job also operates in a professional office environment where the noise level is quiet to moderate. This role routinely uses standard office equipment such as computers telephones photocopiers filing cabinets and fax machines. Employee must be capable of occasional travel within CHCs service area. Requirement for out-of-town and/or overnight travel is minimal.