Mary Free Bed Rehabilitation Hospital

Lead Patient Service Representative - Valley Health/Mary Free Bed

Winchester, VA

Sponsorship not specifiedDetected 23 days ago

Data AnalysisExcelCustomer SupportEHR/EMRICD-10LeadershipCommunicationCollaborationMentoringSharePoint

About the role

It's extraordinarily meaningful work and the reason we greet the day with optimism and anticipation.
When patients "Ask for Mary," they experience a culture that has been sculpted for more than a century.
Our hallmark is to carefully listen to patients and innovatively serve them.

Responsibilities

Maintain the knowledge and understanding of all scheduling for outpatient therapy or O& P +B phone lines.
Oversee process changes in EMR and scheduling software to optimize patient care.
Direct PSR's in developing policies and procedures to improve appointment scheduling across all diagnoses and disciplines.
Participate in team conferences to represent Patient Service Representatives to effectively create action plans to assist with problems/concerns/questions and for process and efficiency improvement.
Develop and update efficient front end. processes for PSR teams with Manager or Supervisor as needed
Works with IT to ensure proper usage of systems occur; Edits and maintains systems to ensure current data is correct.
We have the great privilege of helping patients and families re-build their lives.
This is true of every employee, from support staff and leadership, to clinicians and care providers.
Performs employee competency assessments.
Support program development and other operations as assigned.

Requirements

Experience with data analysis, design, work flow, procedures and problem solving.
Excellent oral and written communication skills required.
Must be well organized, able to set priorities, exercise independent judgement, and be an effective team member.
Bachelor's degree or equivalent work experience.
Competency and experience in scheduling patients and excellent customer service skills, Excel and Word required.
Analytical - Experience with data analysis, design, work flow, procedures and problem solving.

Compensation

Facilitate the annual employee review process and performance counseling

Benefits

Monitors and manages staff time (hours, PTO, etc.) for optimal customer service and to meet productivity expectations with patient volumes and timelines.
Arranges schedules to ensure appropriate coverage, and performs day-to-day Patient Service Coordinator tasks assignments as needed.
Prioritizes and grants requests for PTO.
Process and manage timecards for staff, approve vacation and payroll.
Staff Development and Mentoring - Responsible for the orientation and education of new staff as well as ongoing staff development and mentoring of existing staff.
Encourages staff development through formal and informal learning opportunities, and using competency-based training systems.
Prior medical office/healthcare office experience including insurance verification and authorizations 3+ years.
Working knowledge of medical insurance HMO/PPO/EPO/Indemnity/Worker's Comp and ICD-10 classification and CPT and HCPCS coding systems.

Company info

Focus on Patient Care. A selfless drive to serve and heal connects all MFB employees.
Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.
Family Culture. We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.
Trust in Each Other. Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.
A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.
Provide the daily Patient Service Representative functions of scheduling, registration, referral process, obtaining necessary authorization s and collecting payment for services rendered as a working leader.
Oversee process changes in EMR and scheduling software to optimize patient care. Direct PSR's in developing policies and procedures to improve appointment scheduling across all diagnoses and disciplines. Coordinate EMR updates through service requests, troubleshooting, and direct collaboration to ensure seamless patient care.
Administrator of system tools such Sharepoint for outpatient therapy. Identifies employees/departments, allowing/denying access on a case by case basis. Works with IT to ensure proper usage of systems occur; Edits and maintains systems to ensure current data is correct.
Promote open communication and collaboration across teams, departments, and work sites. Foster positive relationships within department and other Mary Free Bed service lines.
Identifies customer service issues, ensuring resolution and follow-up. Execute service recovery efforts as directed by management.
Gather and Analyze Performance Metrics

Equal opportunity

The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the
If reasonable accommodation is needed, please contact the Talent Acquisition team at recruitment@maryfreebed.com.
equal opportunity employer.

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