Job Description

Essential Functions:

• Lead and support daily front desk and patient scheduling operations to ensure efficient provider utilization, smooth patient flow, and minimal wait times to maintain Patient-Centered Medical Home (PCMH)
• Oversee patient check‑in/check‑out, insurance verification, payment collection, and accurate execution of the sliding fee discount scale in coordination with patient financial counselors.
• Perform and assist with all tasks related to provider schedules, including adjustments scheduling and optimization.
• Utilize EHR and scheduling systems to accurately manage appointments and patient data.
• Monitor, track, and trend recurring scheduling, eligibility, and PSR‑related errors; conduct quality assurance reviews and collaborate with leadership to develop corrective action plans and training.
• Compile, analyze, and report performance metrics to leadership, identifying trends and opportunities for improvement.
• Train, mentor, coach, and support PSR and front‑line staff on procedures, policies, protocols, workflows, and service expectations.
• Assist with implementing and enforcing new processes and procedures outlined by Spectrum Health Services, Inc., and serve as a liaison between patients, providers, and administrative teams to facilitate clear communication and efficient workflows.
• Establish and maintain excellent rapport with patients, caregivers, and families through high visibility and consistent customer service and handle escalated patient concerns and complaints with empathy and professionalism, engaging in Security and the Patient Support Supervisor as necessary.
• Address and resolve interpersonal and operational conflicts using effective conflict‑resolution strategies.
• Provide coverage at the front desk and on phones during peak volume periods, staffing shortages, or emergencies, including system outages and assist with providing direction and guidance during system outages or workflow disruptions.
• Deliver excellent customer service to all internal and external customers and respond to all inquiries in a timely and professional manner.
• Investigate, analyze, and assist with root cause identification and resolution of technical, claims, billing, and operational issues directly or indirectly related to PSR functions to optimize staff performance, service quality, and revenue integrity.
• Multitask effectively in a fast‑paced environment, balancing administrative responsibilities, patient interactions, and team coordination.
• Participate in all required training and educational activities
• Support, assist, and provide coverage for the Operations Coordinator and Patient Services Supervisor as needed.
• Perform other duties as assigned

Qualifications:

• High school graduate or equivalent
• At least 24 months in the Spectrum PSR role
• Work with underserved communities’ desirable.
• Comfortable presenting training material in a group setting