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Hours: Monday - Thursday 8am-5pm & Friday 8am-3pm - Orthotics & Prosthetics + Bionics Department

About Orthotics & Prosthetics + Bionics: It's Different Here: Access Patient Service Representative

Mary Free Bed Summary

We have the great privilege of helping patients and families re-build their lives.It'sextraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients "Ask for Mary," they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients andinnovatively serve them. This is true of every employee,from support staff and leadership,to clinicians and care providers.

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes.The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care

Mission Statement

Restoring hope and freedom through rehabilitation.

Employment Value Proposition

At Mary Free Bed, we take pride in our values-based culture:

• Focus on Patient Care.A selfless drive to serve and heal connects all MFB employees.

• Clinical Variety and Challenge.An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.

• Family Culture.We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.

• Trust in Each Other.Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.

• A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.

Summary

In addition to the jobdescription outlined for Patient ServiceRepresentativeunder the direction of the outpatientor O&P+Bleadership team, the Lead Patient Service Coordinatoroversees and ensures accountability for PSR's within their region,maintaininghigh standardsof performance and service quality.Responsibilities include but are not limited to oversight ofdailyoperations for Patient ServiceRepresentativestaffmembers, positive patient relations, employee engagement, proper telephone communication training & coaching, appointment scheduling, collaborative relationships among providers and staff. Accurately collects information from multiple sources to process referrals.Workswithdepartmentleadership to ensure operational efficiency.Identifiesthe need for policy development and/or revision. Helps in the development of procedures/protocols andcollaborates withotherdepartments asappropriate. This individualparticipatesinthe interviewing/ hiring, training,staffdevelopmentand evaluation of staff performance. As a working leader, in addition to knowing and functioning in daily Patient ServiceRepresentativeresponsibilities,the main focus of the Lead Patient Service Coordinator is to ensure department standards are met or exceeded in customer service, quality care, and productivity, in accordancewithorganizational mission statement, values, and goals.

Essential Job Responsibilities

• Provide thedailyPatient ServiceRepresentativefunctions of scheduling, registration, referral process,obtainingnecessaryauthorizationsandcollecting payment for servicesrenderedasa working leader.

• Maintain the knowledge and understanding of all scheduling for outpatient therapyor O&P+B phonelines.

• Oversee process changes in EMR and scheduling software tooptimizepatient care. DirectPSR'sin developing policies and procedures to improve appointment scheduling across all diagnoses and disciplines. Coordinate EMR updates through service requests, troubleshooting, and direct collaborationto ensureseamless patientcare.

• Participatein teamconferences torepresentPatient ServiceRepresentativestoeffectively create action plans toassistwith problems/concerns/questions and for process and efficiency improvement.

• Develop and update efficient front end. processes for PSR teams with Manager or Supervisoras needed

• Administrator of system tools suchSharepointfor outpatient therapy.Identifiesemployees/departments, allowing/denying access on acase by casebasis. Works with IT to ensure proper usage of systems occur; Edits andmaintainssystems to ensure current data is correct.

• Promote open communication and collaboration across teams, departments, and work sites. Foster positive relationships within department and other Mary Free Bed service lines.

• Identifiescustomer service issues, ensuringresolutionand follow-up. Execute service recovery efforts as directed by management.

• Gather and Analyze Performance Metrics-Collect performance data from various sources such as team reports, individual performanceaudits, and key performance indicators (KPIs).Review collected data toidentifypatternsand trends where performance falls below set benchmarks anddeterminepotential causes.

• RecommendImprovement Plans: Work with leadership to develop targeted action plans for teams or individuals needing improvement,skill development opportunities, and potential workflow adjustments.

• Determinestaff assignments

• Monitors and manages staff time (hours, PTO, etc.) foroptimalcustomer serviceand to meet productivity expectations with patient volumes and timelines.

• Arranges schedules to ensure appropriatecoverage, andperforms day-to-day Patient ServiceCoordinatortasks assignments as needed.

• Prioritizes and grants requests for PTO.

• Ensuresappropriate staffrotation.

• Participates with interviewing andselectionof candidates for open positions.

• Process and managetimecardsfor staff, approve vacation and payroll.

• Conducts monthly chart audits to ensure staffisfollowing correct processes.

• Facilitate the annual employee review process and performance counseling

• Initiates the review process.

• Participates in/understandsoutcomes of actual review meetings.

• Performs employee competency assessments.

• Addresses employee performance issues.

• Staff Development and Mentoring-Responsible for the orientation and education ofnew staffas well as ongoing staff development and mentoring of existing staff.Encourages staff development through formal and informal learningopportunities, andusing competency-based training systems.

• Support program development and other operations as assigned.

Customer Service Responsibilities

Demonstrate excellent customer service and standards ofbehaviorsas well as encourages, coaches, andmonitorsthe sameinteam members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.

Responsibilities in Quality Improvement

Contribute byidentifyingproblems and seeking solutions. Promote patient/family satisfactionwhere possible;participatesin departmental efforts tomonitorand report customer service.

Essential Job Qualifications

• Bachelor's degree or equivalent work experience. Prior medical office/healthcare office experience including insurance verification andauthorizations3+ years. Competency and experience in scheduling patients and excellent customer service skills, Excel and Wordrequired.

• Analytical - Experience with data analysis, design,work flow, procedures and problem solving.

• Excellent oral and written communication skillsrequired.Requires information management skills to communicate, explain, interpret, and present data.Possesses teaching and leadership abilities, and high professional standards. Must be well organized, able to set priorities, exercise independent judgement, and be an effective team member.

• Working knowledge of medical insurance HMO/PPO/EPO/Indemnity/Worker's Comp and ICD-10 classification and CPTand HCPCScoding systems.

• Demonstrated commitment to exceptional professionalism,confidentialityand service to customers.

• Works with clinical team lead and hasfinancial responsibilityfor department/cost center monthly performance.

• Must be able to develop and organize employment engagement activities.

Physical Requirements for Essential Job Qualification

Levels:

• None (No specific requirements)

• Occasionally (Less than 1/3)

• Frequently (1/3 to 2/3)

• Majority (More than 2/3)

Remain in a stationary position:Majority

Traverse or move around work location:Occasionally

Use keyboard:Frequently

Operate or use department specific equipment:none

Ascend/Descend equipment or ladder:none

Position self toaccomplishthe Essential Functions of the role:none

Receive and communicate information and ideas for understanding:Majority

Transport, position, and/or exert force:

Up to 10 pounds:occasionally

Up to 25 pounds:none

Up to 50 pounds:none

Up to 75 pounds:none

More than 100 pounds:none

Other weight: Up to___pounds_____

Other:n/a