PATIENT SERVICES REPRESENTATIVE SUPERVISOR

Position Information

Posting NumberSRGV8005

Working TitlePATIENT SERVICES REPRESENTATIVE SUPERVISOR

Number of Vacancies1

LocationEdinburg, Texas

DepartmentSchool of Medicine / Revenue Cycle

FTE1.0

FLSAExempt

Scope of Job

Team lead and resource for Patient Service Representatives (PSRs) in education, and training. Responsible to improve team performance with additional resources as needed. Knowledgeable in all areas of front desk services and may assist with PSRs functions. Serves as role model in customer service, complaint management, de-escalation, and revenue reconciliation. Provides high level customer service at all times with both internal and external customers, while upholding UT Health RGV’s mission, values and, promoting our service lines.

Description of Duties

Supervises, directs and evaluates Patient Services Representative personnel.

Acts as a team leader to lead, monitor, and provide guidance to patient service representatives to achieve strategic goals that contribute to the growth of the clinical enterprise.

Schedules and maintains records for all UTRGV required training for Cash Handling and PCI Compliance and all other required front office training.

Responsible for providing excellent customer service in a team-based environment for all aspects of patient business activity within the practice. PSR responsibilities include handling telephones, client registration / check-in, patient appointment scheduling, insurance verification, authorization, pre-certifications, referrals, and posting charges, all types of service collections, preparing well-coded and accurate billing and maintenance of medical records.

Is a subject matter expert on all applications and processes utilized across the clinical enterprise and acts as a trainer of team members to maximize their potential.

Assists the Clinic Office Manager with recruitment, selection, training, and performance management activities as it relates to front office duties.

Depending on the specific practice needs, this position may be required to manage the business services for worker’s compensation, commercial carriers, employee health and corporate accounts.

Completes reminder calls as needed, greets incoming patients and visitors in person or on the telephone and promotes active listening to seek appropriate remedies and promote quality care.

Performs all necessary daily check-in and checkout tasks as required for reconciliation purposes, including next day preparation of charts, deposit reconciliation, and charge entry.

Educates the patient / responsible parties regarding billing processes, financial responsibilities, third party benefit information and, provides estimates of out-of-pocket costs to patients.

Establishes payment plans for outstanding balances and prepayment plans for future services; refers to Financial Counselors and screens for charity programs when appropriate.

Motivate and inspire their team by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility.

Reviews and approves all access requests for all employees.

Routinely reviews PSR audit reports and assists clinic office manager with re-education of staff to meet performance targets.

Routinely monitors reports and incoming call volumes via call center software, in real time, and assists the clinic office manager in adjusting staff assignments to ensure incoming phone calls are answered metrics are met.

Resolves elevated / complex patient concerns or complaints and takes action for resolution or forwards to the Medical Office Manager as appropriate.

Assist the Clinic Office Manager in circulating information and updates within the team.

Act as the liaison between the front office and the clinical staff (Medical Assistants, Nurses, technicians, phlebotomists, etc.) to ensure smooth patient flow from the front office to the clinic per established operational procedures and key performance indicators.

May be required to provide coverage at other clinical sites as needed.

May perform PSR I and PSR II duties as needed to demonstrate or augment staffing as needed or determined by Patient Access Manager.

Performs other administrative duties as assigned.

Supervision Received

General supervision from assigned supervisor.

Supervision Given

Supervises assigned support staff.

Required Education

Bachelors from an accredited universityor4 years of experience working in a hospital or clinic setting.

Preferred Education

Bi-lingual (English / Spanish)

Licenses / Certifications

None.

Required Experience

• Two (2) years of experience related to the duties performed in a hospital or clinic setting,
• High School or equivalent and six (6) years of Patient Service Representative or closely related experience in a healthcare setting.

Preferred Experience

Previous experience with insurance verification and eligibility, with scheduling in a high volume environment. Previous experience in a team lead role.

Equipment

Use of standard office equipment. Exceptional computer experience and skills required. Intermediate level skill in Microsoft Office Suite, and ability to navigate an EMR system

Working Conditions

Needs to be able to successfully perform all required duties and must be able to sit for long periods of time. Office / clinical environment; some travel and weekend work may be required. UTRGV is a distributed institution, which requires presence at multiple locations throughout the Rio Grande Valley. May be exposed to airborne illnesses when coming in contact with patients. Exerting up to 20 pounds of force frequently, and / or a negligible amount of force constantly to move objects.

Other

Tact, diplomacy, discretion, and confidentiality of medical information required in all matters. Detailed oriented and possess excellent communication, interpersonal and writing skills. Ability to effectively communicate and present information, respond to questions and problem-solving skills. Ability to multi-task in a fast-paced environment.

Physical Capabilities

N / A

Employment CategoryFull-Time

Minimum SalaryCommensurate with Experience

Posted SalaryCommensurate with Experience

Position Available Date02 / 03 / 2025

Grant Funded PositionNo

If Yes, Provide Grant Expiration Date

Posting Detail Information

EEO Statement

It is the policy of The University of Texas Rio Grande Valley to promote and ensure equal employment opportunities for all individuals without regard to race, color, national origin, sex, age, religion, disability, sexual orientation, gender identity or expression, genetic information or protected veteran status. In accordance with the requirements of Title VII of the Civil Rights Act of 1964, the Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, and the Americans with Disabilities Act of 1990, as amended, our University is committed to comply with all government requirements and ensures non-discrimination in its education programs and activities, including employment. We encourage women, minorities and differently abled persons to apply for employment positions of interest.

Special Instructions to Applicants

Dear Applicant,

Human Resources will not be held responsible for redacting any confidential information from the documents you attach with your application. The confidential information includes the following :

Date of Birth

Social Security Number

Gender

Ethnicity / Race

Please make sure that you omit this information prior to submission. We are advising that Human Resources will be forwarding your application to the department as per your submission.

If you have any questions, please do not hesitate to contact us at (956)665-8880 and / or careers@utrgv.edu.

Additional Information

UTRGV is a distributed location institution and working location is subject to change based on need.

All UTRGV employees are required to have a criminal background check ( CBC ). Incomplete applications will not be considered.

Substitutions to the above requirements must have prior approval from the VP of HR & Talent Development .

Quick

Posting Supplemental Questions

Required fields are indicated with an asterisk (

Are you now, or previously, employed by The University of Texas System or any of its institutions?

Yes - I currently am employed by the UT System or its institutions

Yes - I have previously been employed by the UT System or its institutions

No - I have never been employed by the UT System or its institutions

Are you a current UTRGV employee?

Please select your highest level of completed education.

6th grade education

10th grade education

High School Diploma or GED

Associates Degree, Technical, or Trade School Degree / Certification or 60 Hours of College Hours

Bachelors Degree from an accredited university

Masters Degree from an accredited university

Ph. D. or other terminal degree from an accredited university

None of the above

Please provide the field of study for your education :

Open Ended Question)

Please indicate the number of years of work experience you have directly related to the position in which you are applying for :

Less than 1 year

1 year

2 years

3 years

4 years

5 years

6 years

7 years

8 years

9 years

10 years

Over 10 years

Do you meet the minimum requirements for this position?

Applicant Documents

Required Documents

Optional Documents

Cover Letter / Letter of Application

Unofficial Transcripts

Reference Letter 1

Reference Letter 2

Reference Letter 3

Certifications and Licenses

Training Certificates

Other Document

List of 3 References

Unofficial Transcripts 2

Unofficial Transcripts 3

Letter of Interest

Unofficial Graduate Transcripts

Additional Document