Patient Services Representative Lead - Front Desk - Loganville, GA

POSITION SUMMARY

Under the direction of the Practice Manager, this position is directly responsible for the day-to-day operations for the Patient Services Representative team members in Brookhaven. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. The department supervisor reserves the right to change duties, responsibilities, and activities at any time with or without notice. ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Assist in monitoring team performance metrics and phone queues to ensure the team is meeting performance targets. 2. Answers incoming calls, addressing patients’ scheduling needs or triaging, routing, and providing support and solutions for escalated and complex inquiries. 3. Acts as a Subject Matter Expert and/or fluent in primary and secondary and serve as a backup associate in other practices. 4. Ensures compliance with practice’s standards and patient confidentiality. 5. Subject Matter Expert in multiple practices and super user in EMA and ECW. 6. Proactively identify cross-training and processes and procedure enhancements that will improve enterprise results and efficiencies. 7. Become a change champion, helping others to adapt to change positively. 8. Collaborate with leadership by providing an in-depth knowledge of issues and challenges, providing insight and feedback. Work to create action plans based on feedback to improve performance targets and patient satisfaction. 9. Work closely with the manager to successfully oversee team operations. Function as point of contact when necessary or assigned. 10. Assist with peer coaching and new hire training. 11. Help develop PSR goals and action plans for success. 12. Complete QA monitoring on associate’s phone calls. 13. Brand advocate for a practice. 14. Complete assigned learning and actively participate in learning sessions or round table discussions. 15. Regular and reliable attendance. 16. Perform other duties as assigned. 17. Provide technical support when needed by the team. 18. Assist with the team scheduling.