Customer Service Representative Lead - FP/WH/Peds - Glendale

y Work For Mountain Park Health Center? As a member of the Mountain Park team, you will have the opportunity to help our community thrive by improving the health of those around you.
You’ll work in a supportive environment where your coworkers feel more like family.
That’s because the way we connect with each other translates to the care we provide our patients.
We value professional and personal goals, work/life balance and family.
We are committed to creating a positive work environment and provide our employees with support and experience to grow and be successful.
Job Summary This position ensures the effectiveness of patient flow and patient satisfaction.
The Customer Services Representative (CSR) Lead must be able to manage and delegate all the CSR responsibilities and ensures the tasks are completed accurately and efficiently in accordance with Mountain Park Health Center policies and guidelines.
Essential Functions · Performs all the essential functions of a CSR.
· Oversees and manages the registration workflow ensuring timely registration and response to messages.
· Prepares staff schedules to provide adequate cover including contingency planning for staff absences.
Delegates assignments and communicates any staffing concerns to Supervisor.
· Records inventory and ensures the proper amount of stock.
Responsible for the organization and cleanliness of the work environment.
· Utilizes methods to increase access for patients.
· Initiates cash reconciliation procedures including refunds, and monitors the frequency and reasons for discrepancies/trends of refunds.
· Works as a part of the leadership team for the Department/facility collaborating with the MA Leads and Supervisor to improve customer service, quality of care, and makes suggestions for process improvements.
· Serves as a coach/mentor/resource for non-clinical issues to MAs in the absence of the MA Lead.
· Facilitates communication between CSRs/MAs, providers, and Supervisor.
· Independently or with the assistance of a manager, ensures resolutions to patient complaints.
· Responsible for completing all administrative projects assigned by the manager of the department.
· Assists in facilitation of staff meetings.
· Ensures the successful completion of training to all new staff members.
Ensures training checklists are completed and validates the proficiency of all CSR performance according to MPHC standards.
· Ensures the continually improvement of CSRs to their performance and skills with the assistance of input from providers and support.
· Performs weekly performance audits for all CSRs of the department to identify areas for improvement.
· Provides feedback for staff reviews in collaboration with Supervisor.
· Ensures CSRs adhere to all MPHC procedures and policies.
· Performs daily scheduling audits to ensure patient booking.
· Performs other department-specific tasks related to leading the customer service function as required.
· Performs other duties as assigned.
· Consistent, reliable in-person attendance is required.
Position Specifications Minimum Qualifications: High School Diploma or equivalent Preferred Qualifications: At least one year of previous leadership experience At least one year of previous medical front office experience