Job Description

The Patient Service Center Performance Coordinator assumes responsibilities and duties related to PSC process monitoring and improvement, internal and external reporting, and quality review/analysis. Provides support to PSC leadership by effectively developing, communicating documented processes. Assist PSC leaders with operationally adopting and monitoring PSC processes and with interpreting their teams performance.

1. PSC Performance Management
2. Utilizes custom applications or tools to track assigned metrics.
3. Researches, reports findings, and makes recommendations regarding process improvement initiatives, service level compliance, or other metrics data for the PSC division.
4. Works closely with other departments and their leaders to research issues, improve service, develop or change processes.
5. Completes running daily reports and compiling data for review by leadership according to the needs of the organization.
6. Mentors and trains PSC staff members and leaders, utilizing advanced knowledge base to serve as a resource and provide leadership to PSC teams
7. PSC Support Services Division
8. Participates in the development of, and complies with, all standards regarding documentation, end user instructions, computer deployment, ticket logging, and monitoring.
9. Works proactively to stay up to date on new developments in the field and ensures that the center has the resources for excellent customer service.
10. Prepares departmental performance metrics, reviews for trends and contributes coaching/feedback to team members and escalates to leadership if needed. Monitors and uploads metrics to the shared database.
11. Participates with leadership in developing and implementing data driven performance improvement processes.
12. Ensures security, integrity, and privacy of FMOLHS data in conjunction with FMOLHS policies and procedures.
13. Provides high-quality, consistent end user support services for all employees and customers.
14. Troubleshoots and resolves team member technical issues. Documents, logs, escalates, and follows up on issues with end users and sites.
15. Assumes other team members role as necessary to maintain acceptable service levels.
16. Performs other duties as assigned
17. Performs other duties as assigned
18. May be assigned special projects based on Organizational needs.

Experience, Education, Training, Special Skills, and Licensure :

• 4 years experience in Customer Service w/ at least 2 years Healthcare experience. Bachelors Degree substitutes 4 years experience.
• High School Graduate or equivalent
• Intermediate level Excel experience and data manipulation. Strong organizational skills; professional demeanor, oral & written communication skills, ability to multi-task, critical thinking skills. Experience supporting MS office, web-based applications, and remote users. Intermediate level Excel experience.