Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Patient Services Leader is directly responsible for the daily leadership of Health Center patient services staff, embracing Core Values of Quality, Appreciation, Creativity, and Sustainability. This role focuses on holding team members accountable for delivering an exceptional patient experience and achieving performance goals.

Responsibilities

• Promote and monitor patient satisfaction continuously, providing coaching and positive reinforcement.
• Respond promptly to patient feedback and ensure patient satisfaction with actions taken.
• Directly lead, manage, and hold health center patient services team members accountable.
• Monitor and maintain staffing levels based on patient volumes in collaboration with Practice and Nurse Leaders.
• Prepare staffing schedules, including time off requests, to ensure adequate coverage.
• Review and approve time off requests based on Health Center needs.
• Review and approve staff time in ADP and mileage in the Company Mileage system.
• Identify team skill development needs and utilize available resources to meet them.
• Interview, onboard, and offboard team members in conjunction with the Practice Leader.
• Conduct regular performance reviews, providing feedback and identifying development areas.
• Create improvement plans, counsel, coach, and take disciplinary action when necessary.
• Assist with the development and implementation of Network-wide Patient Services standards, workflows, policies, and procedures.
• Ensure staff are equipped with the necessary tools and resources for success, including understanding EMR updates.
• Support the implementation of the HHHN team-based care model.
• Continually monitor data and metrics, working toward established goals.
• Collaborate with Health Center staff to deliver an optimal patient experience and high team satisfaction.
• Adhere to and provide feedback on standard Health Center procedures.
• Provide high-quality care and exceptional customer service while achieving productivity and efficiency targets.
• Attend and participate in Health Center performance meetings.
• Schedule, prepare agendas for, and lead Patient Services staff meetings.
• Participate in regional and/or Network-wide Patient Services leadership meetings.
• Assist in the development and management of the annual budget, reviewing monthly reports and explaining variances.
• Serve on HHHN committees that support the Mission, Vision, and Core Values.
• Perform additional duties and special projects as assigned.

Requirements

• 3 to 5 years related patient services experience.
• At least 2 years of lead/supervisory experience, preferably in a primary care-centric model.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with care team members, patients, and external contacts.
• Ability to serve as a mentor and role model.
• Decisiveness and a willingness to take initiative and implement innovative solutions.
• Ability to build and grow an engaged and productive team.
• Strong organizational skills and attention to detail.
• Must possess computer competencies including electronic medical record and computerized charting.
• Proficiency in MS Office Suite.

Skills

• Communication skills
• Mentoring
• Role modeling
• Initiative
• Problem-solving
• Team building
• Organizational skills
• Attention to detail
• Electronic Medical Record (EMR) proficiency
• MS Office Suite proficiency

Work Type

• 40 hours per week

Experience Level

• 3-5 years related patient services experience
• 2+ years lead/supervisory experience

Education Level

• A.A.S. degree is a plus

Salary/Compensations

• $62,353.20/annually

About the Company

• HHHN Mission and Vision
• Core Values: Quality, Appreciation, Creativity, Sustainability