Lead Patient Service Rep - Ortho Surgery

POSITION SUMMARY

To be fully engaged in providing Quality/No Harm, Customer Service and Stewardship by demonstrating leadership in promoting teamwork, prioritizing workflow, addressing, or escalating concerns and using resources efficiently to ensure continuity of quality patient care. Serves as a professional role model through onboarding and precepting of staff, supporting and encouraging growth and development, and facilitating the goals of the department. Addresses customer-related issues in a friendly, courteous, professional, and timely manner. Effectively communicates and escalates barriers, opportunities, and department needs to the supervisor/manager.

PRIMARY ACCOUNTABILITIES

• Ability to prioritize work and manage time effectively.
• Ability to apply logic and critical thinking to identify solutions to complex problems; recognizes trends and escalates to management.
• Facilitates and provides training to staff on department specific procedures and applications and serves as SME (Superuser) for office applications.
• Serve as role model/mentor to other associates.
• Act as liaison for all issues in all areas of oversight.
• Ability to make appropriate decisions in the absence of management.
• Demonstrates process improvement and cost saving strategies using Lean concepts8. Works special projects and performs other duties as assigned.
• Constructively participates in the team Engagement Action Plan and in achieving department goals.
• Maintains established benchmarks as related to assigned tasks and shows continual growth and improvement in benchmarks.
• Ensures department adheres to all HFMG policies for patient privacy and confidentiality of health information; secures needed medial documentation as required.
• Initiates IT work tickets to resolve equipment or system related issues; maintains documentation for service on equipment.

MINIMUM QUALIFICATIONS

• Education: High School diploma or equivalent
• Certification: CPR Certification, Medical Office Assistant or Medical Terminology certification
• Work Experience: Experience working in at least 3 different clinical specialties
• Knowledge/Skills/Abilities: Experience working in multiple systems: athena, Modernizing Medicine, iKnowMed, knowledge of medical terminology, proven ability to train and mentor associates, excellent verbal and written communication skills, ability to relate well to all customers, knowledge of healthcare terminology, analytical and troubleshooting skills

PREFERRED QUALIFICATIONS

• Education: Associate degree
• Certification: Medical Office Administration Certification
• Knowledge/Skills/Abilities: Knowledge of analyzing practice reports

PHYSICAL REQUIREMENTS

• Majority of time involves sitting or standing; occasional walking, bending, stooping.
• Long periods of computer time or at workstation.
• Light work that may include lifting or moving objects up to 20 pounds with or without assistance.
• May be exposed to inside environments with varied temperatures, air quality, lighting and/or low to moderate noise.
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks.
• Workspace may vary from open to confined.
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle.

ABOUT HEALTH FIRST

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together,

we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our

associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.