Adheres to standards of professionalism set by the Practice Always maintains professional appearance by adhering to dress code and wearing identification badge Demonstrates and maintains professionalism in behavior and courtesy toward the patients and staff Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patient, Practice and staff members Functions as a member of a team committed to quality patient care Takes initiative to keep informed of new/revised Policy and Procedures, Standards of Careand incorporates these into practice Maintains a working knowledge of Practice Policy and Procedures; effectively communicates information regarding the Practice to those who require it Attends and contributes to regularly scheduled department Supervisors meetings and Medical Home Meetings Facilitates department meetings or reads minutes Provides and administers training for Quarterly Patient Services staff meetings Completes Mandatory Education annually Handles difficult situations and people with tact, professionalism and H.E.A.R.T. Demonstrates good judgment in escalating difficult situations and people to Management personnel Demonstrates flexibility in scheduling and or traveling to meet patient and office needs May be required to assist with coverage during time of staffing shortages and may occasionally require travel May be required to travel to newly integrated sites to provide training and support Demonstrates professionalism in attendance & punctuality. Consider number of unauthorized or unscheduled absences, a pattern of before and after weekend absences, tardiness and early departures, and long meal periods in accordance with CRHC policy Maintains and promotes a positive work attitude fostering teamwork and acceptance of management decisions Assists staff whenever possible, to achieve office goals / patient satisfaction Works independently, takes initiative in completing assignments and does so without reminder Reviews MD schedules in advance to assure adequate staffing for specific suites and locations and sends out a Daily Staffing Plan Completes any and all miscellaneous work i.e. projects, reports, process improvement initiatives, etc. assigned by Physician, Director of Operations or the Director of Patient Access accurately and in a timely fashion Maintains supply inventories and equipment necessary for the effective performance of the department/location Maintains a neat, organized, orderly environment in the reception and waiting room areas, i.e. magazines physician business cards, brochures, signage, etc. Administers Patient Services Department Orientation process including Part A and Part B Department checklists to new employees as needed. The Part A entails conducting New Hire Orientation including department policy and procedure review, job description review and basic overview of department operations. Also provides new hires with a work schedule and assures access to Outlook, EPM and Ultipro The Part B utilizes a competency exercise to evaluate compliance with department policies and procedures Assists with training and implementing new software systems, i.e. Phreesia, Crystal Connect, etc. Monitors all Patient Services staff compliance through daily audits of encounters, fee tickets, Significant Events, reports and on-site departmental observation audits to insure quality, accuracy, and compliance with registration and billing requirements Identifies staff that are in need of retraining and provides additional education and support Implements supplemental training sessions as needed Provide feedback and competencies to Director of Operations as it relates to Patient Services policies and procedures for staff Performance Evaluation purposes Works with Patient Services Trainers and the Director of Patient Access to communicate policy and procedure to Patient Services staff and identifies opportunities for training to insure quality, accuracy, and compliance with all policies and procedures Develops and maintains employee work schedules; reviews physician schedules to evaluate for adequate staffing Organizes coverage for attendance of Patient Services personnel during training sessions Responsible for weekend On Call Coverage Actively demonstrates good oral and written communication skills with both internal and external customers Implement and support the LEAN processes i.e. Standard work, Huddles, etc. Works with a sense of urgency Oversees and performs (when and or/if necessary) all essential task skills of the Patient Services Representative and Patient Services Team Leader Human Capital Management: Builds and manages workforce based on organizational goals, budget considerations, and staffing needs. Ensures employees are appropriately selected, trained evaluated, and rewarded; takes action to address performance problems. Develops the ability of others to perform and contribute to the organization by providing ongoing feedback and by providing opportunities to learn Manages and resolves conflicts and disagreements in a constructive manner. Inspires and fosters team commitment, spirit, pride, and trust. Facilitates cooperation and motivates team members to accomplish group goals Work Management: Holds self and others accountable for measurable high-quality, timely, and cost effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for mistakes. Complies with established control systems, policies and proceduresFinancial Management: Monitors and manages expenses within department to include; regular and overtime staff hours, appropriate approval of education and travel expenditures, equipment and supplies and specific departmental expenditures. Develops and monitors annual operational and capital budgets for area of responsibility Performs other duties as assigned