Supervisor Of Patient Service Representatives

Patient Services Admin

The Patient Services Admin is responsible for overseeing the patient service representative (PSR) team and ensuring exceptional patient experiences across all touchpoints. The Patient Services Admin will be responsible for cultivating and maintaining strong client relationships while overseeing the phlebotomy department's operations.

Responsibilities include:

• Account Management
• Serve as an additional point of contact for clients, understanding their needs, and maintaining strong relationships.
• Communicate regularly with clients to provide updates, address inquiries and identify opportunities for service improvement.
• Collaborate with internal teams to ensure client needs are met efficiently.
• Work with the sales representative on any workflow or data integrity initiatives to ensure smooth orders and clean claims.
• Maintain accurate records of specimen collection, patient data, and quality control measures to meet regulatory requirements.
• Team Leadership
• Supervise and lead the PSR team. Recruit, train, and mentor patient service representatives, fostering a positive work environment that encourages professional growth and high performance.
• Establish performance metrics and KPIs for the PSR team, conducting regular evaluations and providing constructive feedback to improve service delivery.
• Regularly travel to off-site customer clinics to both train & manage the on-site PSR.
• Implement quality control measures to ensure accurate specimen collection, handling, and processing.
• Patient Experience Improvement
• Collaborate with clinical and administrative teams to identify opportunities for improving patient experiences and addressing any service-related challenges.
• Process Optimization
• Analyze workflows and processes related to patient services, making recommendations for improvements that enhance efficiency and effectiveness.
• Training and Development
• Develop and deliver training programs to ensure PSRs are well-versed in policies, procedures, and customer service best practices.
• Feedback and Reporting
• Gather and analyze patient feedback to identify trends and areas for improvement, providing regular reports to senior management.
• Identify market trends, competitors, and opportunities to provide valuable insights and strategic advice to clients.
• Additional responsibilities:
• Travel throughout the Colorado front range is required (30-50%)
• As determined by leadership

Required Education and Experience:

• Bachelor's degree in healthcare administration, business, or a related field.
• Certified Phlebotomy Technician (CPT) certification or equivalent.
• 5+ years of experience in patient services or healthcare administration, with at least 2 years in a managerial or supervisory role.
• Strong knowledge of healthcare regulations and best practices in patient services.
• Exceptional leadership and interpersonal skills with the ability to motivate and inspire a team.
• Excellent communication and problem-solving abilities.
• Proficiency in healthcare management software and patient relationship management tools.

Physical Requirements:

• Ability to sit for extended periods of time.
• Ability to manually lift to 25 pounds.

Qualifications Licenses & Certifications Preferred:

• Phlebotomy Certification

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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