1 Full Time

M-F Days 

For Access and Navigation Department 

Hybrid (Remote and On-site)

Summary:

The Patient Service Representative (PSR) Operations Development and Quality Program manager will be responsible for professional development, quality assurance and training for PSRs hired across hospital operations. This position requires a high level of autonomy and involves collaborating with various teams, including operations leadership, finance, revenue cycle to improve PSR performance and drive quality efficiency in both revenue cycle front end processes and customer service. 

Responsibilities:

Training and Education

1. Advances PSR performance across operations by supporting the professional development of others, collaborative relationships and supporting life-long learning including development and dissemination of all PSR orientation materials and ongoing training updates for technical revenue cycle work and enhancing customer service skills. 

2. Uses education design process to bridge the knowledge, skills and practice gaps identified through needs assessment. 

3. Influences inter-professional practice environments by collaborating with leadership in planning and decision making to achieve desired results. 

4. Actively improves processes through initiation, adoption, sustainment and adaptation to change using project management and performance improvement processes. 

5. Promotes the generation and dissemination of new knowledge for PSR practice and customer relations skill resulting in improved revenue cycle front end processes across operations and enhanced customer experience. 

6. Supports PSRs and other health care team members across learning and practice environments and career stages. 

Quality

1. Designs and completes audits regarding PSR registration performance by area and individuals. 

2. Develops and implements quality metric scorecards to assess performance in areas such as patient registration, scheduling and collections. 

3. Identifies opportunities to enhance PSR functions and front-end revenue cycle processes. Proactively manages projects and implements changes to improve efficiency and to maintain compliance with all relevant regulations. 

4. Independently meets with leadership, process owners or individuals to share results and recommendations. This can include one-on-one education and/or team/group meetings. 

5. Develop monthly summaries for operations leaders of specified areas to assist with their ability to communicate and manage individual PSR performance. 

6. Audit and monitor work queues to identify trends and provide education. 

Other information:

Technical Expertise 

1. Experience in project management with interdisciplinary team required. 

2. Exceptional listening and analytic skills. 

3. Experience in data analysis tools like Power BI and data presentations is required 

4. Experience working with all levels of the organization is required. 

5. Experience in healthcare preferred. 

6. System savvy especially with automated data collection and reporting. Strong problem-solving skills. 

7. Technical knowledge to engage, mentor and monitor quality of data capture requires specific background in clinical terminology, system requirements and payer needs is required. 

8. Extensive knowledge of Epic applications (ADT, Cadance etc.) 

9. Proficiency in MS office (Outlook, Excel, PowerPoint, Word) or similar software required. 

Education and Experience 

1. Education: Bachelor's degree in health administration and/or related business or clinical field. OR Associate's degree with an additional 2-year experience in education or healthcare revenue cycle in lieu of Bachelor's degree. 

2. Years of Relevant Experience: Minimum 3 years of health care experience in revenue cycle or clinical role with a preference for five years of experience in data quality and supervisory role. 

3. Years of Supervising: None required. Five preferred. 

Full Time

FTE: 1.000000

Status: Fixed Hybrid