Lead Patient Service Representative - Valley Health/Mary Free Bed

About this role

Lead Patient Service Representative - Valley Health/Mary Free Bed Hours: Monday - Thursday 8am-5pm & Friday 8am-3pm - Orthotics & Prosthetics + Bionics Department

About Orthotics & Prosthetics + Bionics : It’s Different Here: Access Patient Service Representative

Mary Free Bed Summary       We have the great privilege of helping patients and families re-build their lives.   It’s   extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients “Ask for Mary,” they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and   innovatively serve them . This is true of every employee,   from support staff and leadership,   to clinicians and care providers.    

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care  

Mission Statement  

Restoring hope and freedom through rehabilitation.  

Employment Value Proposition  

At Mary Free Bed, we take pride in our values-based culture:  

• Focus on Patient Care .     A selfless drive to serve and heal connects all MFB employees.  

• Clinical Variety and Challenge.   An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.  

• Family Culture .     We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.  

• Trust in Each Other .     Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.  

• A Proud Tradition . Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride .    

Summary  

​ ​ In addition to the job   description outlined for Patient Service   Representative   under the direction of the outpatient   or O&P+B   leadership team, the Lead Patient Service Coordinator   oversees and ensures accountability for PSR’s within their region,   maintaining   high standards   of performance and service quality .   Responsibilities include but are not limited to oversight of   daily   operations for Patient Service   Representative   staff   members, positive patient relations, employee engagement, proper telephone communication training & coaching, appointment scheduling, collaborative relationships among providers and staff. Accurately collects information from multiple sources to process referrals .   Works   with   department   leadership to ensure operational efficiency.   Identifies   the need for policy development and/or revision. Helps in the development of procedures/protocols and   collaborates with   other   departments as   appropriate . This individual   participates   in   the interviewing / hiring , training ,   staff   development   and evaluation of staff performance.  As a working leader, in addition to knowing and functioning in daily Patient Service   Representative   responsibilities,   the main focus of the Lead Patient Service Coordinator is to ensure department standards are met or exceeded in customer service, quality care, and productivity, in accordance   with   organizational mission statement, values, and goals.   ​  

Essential Job Responsibilities  

• ​ ​ Provide the   daily   Patient Service   Representative   functions of scheduling, registration, referral process,   obtaining   necessary   authorization s   and   collecting payment for services   rendered   as   a working leader.    

• ​ Maintain the knowledge and understanding of all scheduling for outpatient therapy   or O& P +B phone   lines.    

• ​ Oversee process changes in EMR and scheduling software to   optimize   patient care. Direct   PSR’s   in developing policies and procedures to improve appointment scheduling across all diagnoses and disciplines. Coordinate EMR updates through service requests, troubleshooting, and direct collaboration        to ensure   seamless patient   care.  

• ​ Participate   in team   conferences to   represent   Patient Service   Representatives   to   effectively create action plans to   assist   with problems/concerns/questions and for process and efficiency improvement.    

• ​ Develop and update efficient front end. processes for PSR teams with Manager or Supervisor   as needed  

• ​ Administrator of system tools such   Sharepoint   for outpatient therapy.   Identifies   employees/departments, allowing/denying access on a   case by case   basis. Works with IT to ensure proper usage of systems occur; Edits and   maintains   systems to ensure current data is correct .                                               

• ​ Promote open communication and collaboration across teams, departments, and work sites. Foster positive relationships within department and other Mary Free Bed service lines .      

• ​ Identifies   customer service issues, ensuring   resolution   and follow-up. Execute service recovery efforts as directed by management.  

• ​ Gather and Analyze Performance Metrics   -   Collect performance data from various sources such as team reports, individual performance   audits, and key performance indicators (KPIs).   Review collected data to   identify   patterns   and trends where performance falls below set benchmarks and   determine   potential causes.    

• ​ Recommend   Improvement Plans: Work with leadership to develop targeted action plans for teams or individuals needing improvement,   skill development oppor

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