Patient Services Representative Supervisor

Hawaii Island Community Health Center

Job Title: PSR Supervisor

Department: Front Desk

Supervised By: Health Services Manager

POSITION FUNCTION SUMMARY: Under the general direction of the Health Services Manager, the Front Desk Supervisor has responsibility for ensuring that patients coming to Hawaii Island Community Health Center are served and cared for with excellence and respect and in a timely manner. This person has specific responsibility for ensuring that the Patient Services staff is up to standard in dealing with patient access and patient flow and is supporting clinic staff in serving patients.

ESSENTIAL DUTIES AND RESPONSIBILITIES: This position may have various work assignments within HICHC. This description is intended to be generic in nature, and as such it does not detail all the duties and responsibilities of a particular job assignment.

• Under the Health Services Manager oversees Patient Services Representatives and Eligibility Specialists.
• Assists Health Services Manager with the following functions/processes that are performed by Patient Services Representatives and Eligibility Specialists: appointment scheduling, registration, eligibility for sliding fee scale, cash handling, medical record maintenance, mail delivery, ordering and receiving front office supplies.
• Covers and works the various Patient Services and Eligibility work stations when needed.
• Supports and supervises Patient Services Representatives, Eligibility Specialists and remote staff: including interviewing, recommending hiring, training, directing work, and scheduling. Assists the Health Services Manager with annual performance evaluations.
• Prepares and distributes weekly Patient Services staff schedules for all medical sites.
• Maintains front desk policies and procedures.
• Closes financial journals at all sites by 5th of each month for the prior month.
• Coordinates, distributes and collects HICHC Patient Satisfaction Surveys.
• Coordinates, maintains and ensures that business performance data is entered and reported daily for all sites.
• Assists Health Services Manager in Patient Services staff meetings.
• Assist the Health Services Manager in setting goals and expectations for each Patient Services staff member.
• Works with others in developing appropriate policies and procedures, modifying operational strategies that impact Patient Services.
• Ensures that patient access, patient flow and customer service is excellent, caring and supportive of the patient.
• Remains aware of services offered throughout the clinic and in the community that will serve the patient’s needs.
• Promotes team work within the Patient Services area.
• Implements processes for data collection, tracking and documenting activities.
• Ensures compliance with HIPAA regulations and HICHC confidentiality policies.
• Addresses patient complaints and works to resolve as appropriate.
• Assumes Patient Services responsibilities when necessary.
• Communicates effectively with clinical staff to ensure efficient patient care.
• Maintains quality of service during periods of increased or decreased patient load.
• Represents HICHC positively in the community.

POSITION SPECIFICATIONS: Requirements of Position

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily as well as the ability to accept and benefit positively from supervision. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Education and Experience

• High School Diploma or GED required.
• 2 or more years’ front desk experience in a medical setting required.
• 1 year of supervisory experience preferred

Knowledge, Skills and Abilities: The Front Desk Supervisor must be familiar with the health care field, and must have a sound understanding of office operations. Additional knowledge and skills important to this position include but are not limited to:

• Interpersonal relations and customer service skills; facilitating interdepartmental, inter-clinical operations.
• Knowledge of the applicable administrative standards, rules and regulations.
• Good organizational and self-management skills, including time management, document handling and management, etc.
• Working knowledge of computer systems including but not limited to word processing, spreadsheet, database, and electronic communication software applications.
• Ability to apply leadership and management principles and methods.
• Ability to multi-task.
• Ability to apply problem solving and conflict resolution skills where needed.

Language Skills:

• Ability to read and interpret documents such as government regulations and guidelines, patient records, operating and maintenance instructions, procedure manuals, etc.
• Ability to write at a minimal level of competence, including internal reports and memoranda.
• Ability to communicate with diverse groups of people to include staff and providers and patients.
• Ability to communicate effectively with patients and their families to make their visit a pleasant experience.
• Sensitivity to the multicultural nature of the service area population and may be required to communicate in another language.

PHYSICAL CHARACTERISTICS/WORKING CONDITIONS:

General Remarks:

The work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential tasks and functions.

Environment:

The noise level in the work environment is usually low to moderate. There are no known environmental hazards on the premises. Work environment is often stressful. Work is mostly inside, and normal office worker safety precautions and practices are required. Incumbent may be exposed to patients' conditions and some-unpleasant sights, smells and contagious diseases including virus, disease and infection from patients and specimens in working environment. All employees are offered the opportunity to receive the Hepatitis B vaccination series.

Equipment Use:

Frequent use of telephone system and office equipment including but not limited to computer, printer, facsimile machine, copier and general office supplies. Occasional use of wheelchair, gurney and other assisted devices for patient transfers in the clinic.

Work Hours:

Eight hour work days. Overtime may be required.

Mental Demands:

Duties require attention to detail, alertness, problem solving, tolerance to stress and exercising sound judgment. Duties require high tolerance and adequate coping skills for dealing with loss, grief and bereavement. Good stress reduction and management skills are essential.