Description
Proliance Surgeons is one of the largest surgical practices in the country, with over 450 providers including over 200 board-certified physicians providing treatment at more than 100 care centers in Washington State.
At Proliance, our patients come from all walks of life and so do we. We hire, develop and engage great people from a wide variety of backgrounds and encourage growth and development to make our organization a great place to work. We draw on the differences in who we are, what we’ve experienced, and how we think to create Exceptional Outcomes, Personally Delivered.
We are proud to offer a comprehensive and competitive benefit and pay package including health coverage, 401k with match and profit share, PTO and more! Check out our main career site for more details at www.proliancesurgeons.com/careers
Be Part of Who We Are!
Position Summary
The role of the Surgery Scheduling team is essential to providing excellent surgical and clinical care for every patient, every day. This team makes certain that the patient is scheduled in a timely, accurate, efficient and compassionate manner so that the processes surrounding the procedure are of no distraction or concern. The role includes helping to lead, mentor and train the Surgery Scheduling team members, as well as assisting the Care Center Manager or other leadership team members with supervision of the department. This role also demonstrates mastery to ensure, organize, and maintain an active, accurate and operational surgery schedule for all involved. Surgery scheduling is crucial to our patient experience, comfort and care, and successful patient outcomes.
Key Duties and Responsibilities
The key duties and responsibilities of the Patient Services Representative & Scheduler Supervisor include, but are not limited to:
- Demonstrates a working knowledge of the team’s key duties and responsibilities
- Ensure high-quality customer service
- Manage the daily activities of scheduling operations, to improve the revenue cycle activities for coding, billing and documentation
- Demonstrate advanced knowledge and use of practice management (PM) and EMR systems and their uses
- Participate in the interviewing process, on-board and train new employees through the designated process and provide continuous performance tracking and feedback, including regular evaluations for all new and existing employees
- Set and/or team schedules to ensure teaming guidelines meet the budget and provide appropriate resources based on department volume/activities
- May perform PSR duties when needed to ensure wait times are kept to a minimum
- Train, educate and develop team to enhance job functions and responsibilities so that maximum flexibility and job cross training is achieved
- Lead employees with accountability of expectations by mentoring, coaching, discipline, etc.
- May perform audits to identify scheduling, registration, billing and quality errors, while providing feedback to employees (i.e., chart audits, accounts in WQs, both patient and payer billing)
- Coordinate activities within care center and throughout Proliance to ensure patient satisfaction and experience is maximized
Education/Experience
- High School diploma or the equivalent required
- Associates or Bachelor’s degree or equivalent Lead experience (or proven experience as an exemplary PSR trainer/mentor) of the PSR function or equivalent customer-facing leadership experience preferred
- 2-3 years relevant experience in public contact, preferably in a medical office environment
- Minimum 3 years front office, medical reception, or direct customer service experience
- Practice Management and Electronic Medical Record systems experience
Knowledge, Skills and Abilities
- Proficient knowledge of medical terminology preferred at time of hire
- Superior customer service skills
- Strong leadership, training and mentoring abilities
- Promoting (leading by example) great interpersonal skills; modeling patience, composure and cooperation; working well with all patients, physicians and team
- Efficient use of time, with attention to quality, detail, accuracy and completion; skilled in delegation and organization
- Ability to establish and manage multiple priorities, coordinate work activities and exercise initiative
- Creativity and resourcefulness in addressing problems and opportunities
- Willingness and ability to be flexible with working varied hours, stepping in as a working leader as needed and dependable with attendance
- Ability to remove oneself personally from given situations, remaining objective.
- Demonstrate a learning attitude toward solving problems, using good reasoning and judgment
- Ability to provide feedback to improve performance
- Ability to adapt to change, delays or unexpected events while maintaining a positive mindset
- Self-motivated; able to work independently and collaboratively, following specific guidelines and procedures; measure self against standard of excellence, overcome obstacles and challenges, involving others when needed
Work Environment/Physical Demands
The work environment/physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable differently abled persons to perform the essential functions.
Work may be performed in an office and clinical environment. Requires corrected vision and hearing to normal range. While performing the duties of this job, the associate is regularly required to talk or hear. The associate is required to sit for long periods of time, stand and walk, bend and stretch. Use of telephone and computer is required. Manual dexterity required for use of computer keyboard. Occasionally lifts and carries items weighing up to 40 pounds. May requires working under stressful conditions or working irregular hours.