The Patient Services Representative Lead will report directly to the Outpatient Supervisor and/or Emergency Room Supervisor. The Team Lead oversees the daily operations of specific work units within the Patient Access Department.
• The team lead partners closely with the Patient Access Supervisors to provide leadership coverage and presence to the registration and admissions work units in the clinics and the hospital departments.
• The lead is responsible for ensuring the effective operations through organizing, scheduling, and monitoring department workload. In addition, this individual will monitor work quality and productivity metrics and coordinate training as needed.
• The lead will serve as the first line of escalation for staff questions on workflows and processes. The incumbent is responsible for training new staff, assisting in the planning and development of training materials, assisting in the development and implementation of quality assurance processes and serving as a go-to resource to staff.
• The lead will be responsible for ensuring the effective operations of the day to day activities of Registration and Admissions. This person will identify areas for improvements and develop plans for improving the quality of these processes.
• This position is customer service driven and the incumbent must have the ability to effectively promote positive customer service while working in a highly stressful and complex environment.
• The lead is able to quickly assess an urgent situation and provide issue resolution and de-escalation. This position represents MVRMC and the Revenue Cycle team by adhering and upholding the MVRMC Health Mission, Vision, and Values, and MVRMC Health Service Performance Standards in providing the highest quality service. They will support their co-workers, engage in positive interactions, and provide helpful assistance in anticipating and responding to the needs of our customers.

At Mountain View we pride ourselves on fostering an environment that is warm and welcoming where everyone feels heard, supported and valued. An environment that embodies a "family" culture that emphasizes not only the high standards in the care we deliver but also in the personal connections and relationships that form the heart of our institution. Our healthcare professionals and support staff work together as a close-knit family, united by a shared commitment to healing and improving the lives of our patients and each other.

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