Patient Services Representative- Lead

Job Title: Patient Service Representative - Lead

Department: Clinic

Position type: Full Time 37.5 Hours

FLSA: Non-Exempt

Job Summary:

Join us and be a part of Trillium-a mission driven team committed to expanding access to high quality, compassionate care for everyone we serve. Under the direct supervision of the Office Manager, the Patient Service Representative Lead is responsible for coordinating and overseeing the daily activities of the front office to ensure the delivery of professional, efficient, and compassionate service. This position performs a variety of non-clinical duties in support of patients, clients, medical providers, and ancillary staff, while adhering to established policies, procedures, and standards. The Lead serves as a key liaison between management and front office staff, maintaining a comprehensive knowledge of departmental functions to support operational effectiveness.

Duties/Responsibilities:

• Front Office Clinical Support/Team Lead
• Delegates and Assign PSR daily schedule.
• Serves as coverage for PSR out of office dates.
• Reviews schedules and templates for accurate utilization and availability.
• Manages work queues and the front desk pool, providing support and assisting with completion of work queue/pool tasks.
• Ensures all check lists or daily assignments are completed.
• Assist Office Manager with project completion, schedules, distribution of work lists, and data reports
• Oversight and delegation of epic worklists and dashboards to include but not limited to: Follow up, Reschedule, Televox/DAR report, Wait list, epic productivity dashboards.
• Assist office manager for clinic meetings and projects for PSRs as assigned.
• Provider Templates
• Works with manager to maintain and produce provider template changes.
• Daily Huddle
• Meet with PSR staff every morning to discuss the day.
• Send out Huddle to Trillium Clinic staff and post it for reference in clinics.
• Training of PSR Staff
• Serve as point of contact for Office Manager and Nurse Supervisor for any clerical issues or training opportunities.
• Works with office manager to onboard and train new hired PSRs.

Miscellaneous:

• Requires the ability and commitment to respect and support patients, other employees and visitors with various lived experiences.
• Requires individual demonstration of commitment to the mission, vision, One Trillium values, behaviors and modeling them in the organization.
• Responsible for maintaining confidentiality of all patient, client, employee, protected and proprietary information.
• Employees are accountable for meeting the performance standards of their departments and must participate as requested in compliance audits and quality improvement plans.
• Required to participate in continuous improvement of job responsibilities and organizational or work processes to advance the organization or department.
• Other specific duties as assigned.

Required Skills/Abilities:.

• Ability to react calmly and effectively in emergency situations.
• Ability to handle scheduling changes, cancellations, and correspondence promptly and accurately.
• Bilingual proficiency in Spanish preferred
• Strong customer service and patient relations skills, with a professional and compassionate demeanor
• Ability to coach, mentor, and support team members to achieve performance and service goals
• Skilled in conflict resolution and problem-solving, with sound judgment and decision-making abilities
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and electronic health record systems
• High level of accuracy and attention to detail in data entry and documentation
• Ability to maintain confidentiality and adhere to HIPAA regulations

Education and Experience:

• High school diploma or equivalent required; Associate's degree or higher in healthcare administration or related field preferred

• Minimum of 2 years supervisory or lead experience required

• 2+ years of experience working in a medical office or clinic required.

Physical Requirements:

While performing the duties of this job the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms, talk and hear. Occasionally the employee must stoop, bend and lift or move up to 25 lbs. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.