Patient Service Representative (PSR) Supervisor - Green Bay, WI

Davita Inc.; Green Bay (WI); On-site; USD 55,000 - 75,000; Full time

Job summary

A leading healthcare organization in Green Bay is seeking a Patient Service Representative (PSR) Supervisor to oversee front-end revenue operations. This pivotal role includes leadership responsibilities, ensuring exceptional customer service, and acting as a crucial liaison between patients and medical staff. The ideal candidate will have significant experience in customer service and leadership within the healthcare setting, fostering a supportive and productive work environment.

Qualifications

• High School Diploma and/or GED required.
• 2 years experience in customer service, insurance and/or healthcare setting required.
• 1-3 years leadership experience or successful completion of leadership education preferred.

Responsibilities

• Assist in staff training, quality improvement, and customer service.
• Perform leadership responsibilities like hiring, coaching, and development.
• Supervise the collection of required payments and facilitate resolution of patient care issues.

Skills

Customer Service

Leadership

Problem Solving

Interpersonal Skills

Time Management

Education

High School Diploma and/or GED

Job description

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Patient Service Representative (PSR) Supervisor

#25-300

Green Bay, Wisconsin, United States

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Location

Hansen-006

Description

PSR Supervisor

Come work where we specialize in you! We have nearly 2,000 reasons for you to consider a career with Prevea Health-they're our employees. We're an organization that values kindness, responsibility, inclusivity, wellness and inspiration. At Prevea, we provide continuous education, training and support so every member of the team contributes to our success. Together we are the best place to get care and the best place to give care.

Job Summary
The PSR Supervisor assists the Manager/Director in developing, organizing, and implementing front-end revenue operations that align with Prevea Clinic's mission, vision, and values. This role encompasses staff training, quality improvement, customer service, and departmental planning. The PSR Supervisor sets the standard for exceptional customer experiences and serves as a vital liaison between patients and medical staff.

What you will do

• Performs full range of leadership responsibilities which include, but is not limited to; interviewing, hiring, coaching, and development of employees; managing performance and any performance issues; planning, assigning, and directing work; encourage innovation, teamwork, fiscal responsibility, high-quality work, and a positive/productive work environment. Front line management and problem solving of staffing gaps, scheduling, and performance concerns.


• Identify and address patient care issues, decision-making challenges, and staff conflicts. Facilitate resolutions and support staff in their professional and personal growth to stay updated with front-end operations.


• Provide Epic and computer support to staff, assist on-site staff training, and assist with process development as needed.


• Participate in a weekly on-call rotation that consists of all PSR Supervisors. Assist in any questions and or concerns that night and weekend PSR's might have throughout Prevea. Assume Manager duties in their absence, providing continuous support to department employees.


• Supervise the collection of required payments, including co-payments, outstanding balances, and payments due prior to services being rendered in accordance with Prevea policies and procedures.


• Assist in Epic schedule optimization by building and maintaining provider schedules within their respective departments/areas.


• Identify, discuss, and counsel staff regarding customer service initiatives, batch accuracy, error-free work, and compliance with privacy and HIPAA laws.


• Communicate latest information to staff in a time-sensitive manner while working with respective departments to coordinate changes.


• Perform PSR duties when necessary to assure patient needs are met.

Education Qualifications

• High School Diploma and/or GED Required

Experience Qualifications

• 2 years experience in customer service, insurance and/or healthcare setting Required


• 1-3 years leadership experience or successful completion of leadership education Preferred

Skills and Abilities

• Capable of assisting in the implementation and advising of process change.


• Excellent interpersonal skills and behaviors


• Ability to form professional relationships with patients and peers


• Ability to prioritize work and meet changing demands


• Ability to maintain confidentiality and handle sensitive information with discretion.


• Foster a culture of appreciation and support among team members.


• Ability to lead teams and manage conflict effectively.


• Excellent interpersonal skills and behaviors


• Ability to form professional relationships with patients and peers


• Flexibility to work at various locations, shifts, and extended hours as needed.


• Proficient in customer service, interpersonal, telephone and computer skills

Physical Demands

• Sit - Constantly


• Stand - Rarely


• Walk - Rarely


• Drive - Rarely


• Climb (Stairs/Ladders) - Rarely


• Bend (Neck) - Frequently


• Gross Manipulation (Hands/Arms) - Rarely


• Squat - Rarely


• Twist/Turn (Neck) - Occasionally


• Lift/Carry 0-10 lbs. - Rarely


• Lift/Carry 11-25 lbs. - Rarely


• Lift/Carry 26-35 lbs. - Rarely


• Push/Pull up to 10 lbs. - Rarely


• Push/Pull 11-25 lbs. - Rarely


• Push/Pull 26-35 lbs. - Rarely


• Reach (Above shoulder level) - Rarely


• Reach (Below shoulder level) - Constantly


• Simple Grasping (Hands/Arms) - Constantly


• Fine Manipulation (Hands/Arms) - Constantly


• Gross Manipulation (Hands/Arms) - Constantly

Working Conditions

• Noise - Occasionally

Hearing Requirements

• Hears Whispers < 3 feet - Constantly


• Hears Whispers 3-8 feet - Constantly

Vision Requirements

• Color Discrimination - Constantly


• Near Vision (Correctable to Jaeger 2 or 20/40 binocular) - Constantly


• Distance Vision (Correctable to Snellen chart 20/40 binocular) - Constantly

Prevea is an Equal Employment Opportunity/Affirmative Action employer. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United State and to complete the required employment eligibility document form upon hire. Prevea participates in E-verify. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify

Position Located In

Green Bay,WI