Patient Services Representative Lead - Specialty Team
The Patient Services Lead assists in the coordination of staffing and activities of all Mattoon/Tuscola/Effingham. The lead provides leadership and technical expertise in all aspects of service. They perform staffing coverage as needed. The lead is responsible for helping to maintain a positive work environment and fostering teamwork at all times.
The lead will participate in onboarding and training new employees. Assists the manager with changing registration processes to improve patient satisfaction. Provides continuous feedback to staff to reduce error and enhance workflow processes.
Participates and coordinates staff training needs including new employee job training. Works with clinical leadership to ensure provider schedules are efficient and free of scheduling issues. Enhance point of service collections to ensure financial stewardship.
Monitors all WQ for completion and timeliness. May assist manager/supervisor with timekeeping, coaching and performance evaluations, as needed.
Responsibilities:
Perform essential job functions of Patient Service Representative I, II and III, Ortho internal Contact Center, Surgical Scheduling & Prior Authorization Specialist.
Assists in coordination of staffing and activities, including schedule planning, templating and coverage.
Assists leadership with orientation and training of new and existing coding staff.
Acts as a role model and supports management initiatives for the department.
Assumes leadership role in the absence of Supervisor/Manager.
Resolves work related issues or assists employees in solving work related issues.
Resolves Customer concerns, questions, and complaints by identifying problems and coordinating appropriate corrective action.
Reports situation and resolution to supervisor.
Addresses customer service concerns with positive attitude and positive closure for the customer.
Ensures staff members are adequately trained and are competent to perform all required job tasks, including work ques.
Establishes daily work and desk assignments to ensure adequate staffing coverage and good customer service.
Establishes standards for reducing registration errors. Reviews with staff on a regular basis registration errors and initiates necessary training to reduce errors.
Assists in training new Patient Services Representative staff and serves as a role model by conducting self in a responsible, professional manner.
Qualifications:
Associate's degree required.
Successful completion of medical terminology and Completion of Foundations of Leadership/Leadership HR series within 1 year of hire.
Leadership and Organizational skills.
Possess ability to communicate effectively and work corroboratively with others and to promote good interpersonal relationships for all staff in unit.
Ability to motivate, accept and institute changes.
Ability to confront, resolve and remain tactful in addressing complaints.
Carle Health Company Overview:
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Discover the job, the career, the purpose you were meant for. The supportive and inclusive team where you can thrive. The place where growth meets balance – and opportunities meet flexibility. Find it all at Carle Health.
Based in Urbana, IL, Carle Health is a healthcare system with nearly 16,600 team members in its eight hospitals, physician groups and a variety of healthcare businesses. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet® designations, the nation’s highest honor for nursing care.The system includes Methodist College and Carle Illinois College of Medicine, the world’s first engineering-based medical school, and Health Alliance™. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: human.resources@carle.com.
Salary Range:The compensation range for this position is $21.61per hour - $36.09per hour. This represents a good faith minimum and maximum range for the role at the time of posting by Carle Health. The actual compensation offered a candidate will be dependent on a variety of factors including, but not limited to, the candidate’s experience, qualifications, location, training, licenses, shifts worked and compensation model.
Carle Health offers a comprehensive benefits package for team members and providers. To learn more visit careers.carlehealth.org/benefits.