Lead Patient Service Rep

Summary:

The Lead Patient Service Representative reports to ����������������the Practice Manager. The Lead Patient Service Representative oversees and monitors the productivity and metrics for the Brown University Health Cancer Institute call center as well as performs the daily operational functions. The Lead PSR works closely with other departmental PSRs to answer phone calls to the cancer center and triage appropriately to the appropriate recipients with the spirit of delivering Brown University Health�s Mission.

Responsibilities:

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Brown University Health employees are expected to embrace Brown University Health's mission of "Delivering health with care" and successfully role model Brown University Health's values of Compassion Accountability Respect and Excellence as our everyday actions with patients customers and one another.

Provides support for other PSR�s within the practice. Orients and serves as a resource to new employees regarding department policies and procedures.

Maintains quality safety environmental and infection control in accordance with established department policies procedures and objectives.

Will provide monthly statistics of call center metrics to practice manager and review statistics with individual call center/PSR employees.

Protects and preserves the patient�s right to privacy and confidentiality.

Performs other related duties as required.

Creates daily/weekly/monthly schedule for the PSRs in addition to appointing and delegating tasks and duties.This includes meeting with each PSR one-on-one to provide feedback on their performance.

Participates in the hiring of new PSR�s and plays a key part in on-boarding and training.

Coordinates with Clinical Lead/Manager on improving workflows and patient experience.

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Provides an outstanding customer support to our patients and employees.

Other duties as assigned.

Other information:

BASIC KNOWLEDGE:

 Demonstrated knowledge and skills necessary to provide care to patients throughout Brown University Health with consideration of aging processes human development stages and cultural patterns in each step of the care process.

EXPERIENCE:

Two years experience in a physician�s medical office practice with call center experiance. Proficient in English language and computer appointment scheduling skills. Familiarity with medical office procedures and medical terminology. Excellent interpersonal and communication skills.

SUPERVISORY RESPONSIBILITY:

Department PSR�s.

Brown University Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status. Brown University Health is a VEVRAA Federal Contractor.

Location: The Miriam Hospital USA:RI:Providence

Work Type: Full Time

Shift: Shift 1

Union: Non-Union