Supervisor, Patient Service Representatives

For more than55 years, Family Health Centers of San Diego's (FHCSD) mission has been to provide caring, affordable, high-quality health care and supportive services to everyone, with a special commitment to uninsured, low-income and medically underserved persons.

FHCSD is one of the top 10 largest federally qualified health centers (FQHCs) in the country. We operate more than 90 sites across San Diego County, including 29 primary care clinics, 23 behavioral health facilities, 10 physical rehabilitation clinics, nine dental clinics, five vision clinics, four outpatient substance use treatment programs, three mobile medical units, two mobile counseling centers, two urgent care centers, and a pharmacy.

Our staff provides care to over 227,000 patients each year, of whom 91% are low-income and 29% are uninsured. FHCSD provides care to all. Services include, but are not limited to adult care, chronic disease management, pediatrics, comprehensive women's care including obstetrics, dental, vision, case management, physical rehabilitation, speech therapy for children, vaccinations, infectious diseases, behavioral health, substance use counseling and a host of specialty services including cardiology, podiatry, endocrinology, dermatology, among others. FHCSD also offers supportive services to those who are unsheltered and in need of intensive case management.

The breadth of our clinic locations, services and programs has grown over the last five decades, making us the largest community clinic provider of health care to the uninsured in the county and one of the top 10 largest community clinic organizations in the nation. We are also the largest health care safety-net provider, largest school-based health care provider and the largest mental health provider in the San Diego region.

General Job Description

*The Supervisor of Patient Service Representatives is responsible for the daily functions and customer support within the Patient Service Representative/front desk registration areas. Ensures that departmental goals and targets are met with the primary focus on quality customer service support for Family Health Centers of San Diego patients across all service lines. Accountable for ensuring that departmental policies and procedures are followed. Primary duty is in the guidance and direction of at least 4 direct reports.

Job Roles

*Builds positive relationships, inspires others to perform at a higher level, prepares career development plans and retains an accountable workforce.

*Coaches and counsels staff and administers appropriate disciplinary action in a timely manner.

*Determines the appropriate measures of quality service and report to the Clinic Director, to include: performance indicators, service trends and customer feedback.

*Ensures expeditious and efficient patient flow through assigned clinic(s).

*Monitors patient scheduling in an ongoing effort to increase productivity and profitability.

*Oversees, monitors, audits and corrects the timely, accurate and productive delivery of customer service needs for all front-office tasks.

*Participates in continuous improvement activities and ensures appropriate Lean tools (i.e., 5S, A3) are deployed and results are evaluated and/or measured.

*Performs other duties as assigned.

*Provides/ensures staff receive all new hire and annual trainings on time.

*Responsible for the control of the customer service functions, to include: monitoring patient scheduling, accurate data entry, daily cash drawer reports, efficient patient flow and customer support.

*Works closely with Accounts Receivable Manager and Customer Service Manager providing ongoing training and monitoring of PSRs performance and adherence to department goals.

Education/Certifications/Licenses/Registrations

*Ability and means to travel as needed in a timely manner within San Diego County, to locations that may have limited access to public transportation; proof of liability and property damage insurance on vehicle used is required. DRIVER REQUIREMENTS: Licensed for a minimum of 3 years; No more than 2 violations and/or accidents within 3 years; No vehicle related suspensions/reinstatements; No DUI, reckless or felony Driving with 7 years.

*At least 2 years supervisory experience required, preferably within a health care environment.

*At least 7 years of customer service experience in a healthcare environment required.

*College level coursework in business, healthcare administration, or closely related field preferred.

*High school diploma or GED equivalent required.

Experience/Specialized skills (including Language)

*Ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high-workload environment.

*Bilingual in English/ Spanish preferred.

*Excellent computer literacy (i.e., use system to manage and schedule appointments, access electronic medical record information).

*Intermediate written and verbal communication skills.

*Knowledge of medical terminology and front office procedures required.

*Strong organizational and time-management skills; ability to effectively multi-task and maintain composure in a high-volume environment.

We are excited to share that the salary range for this position is:

Information on our extensive benefits package can be found here: FHCSD Wellness - Employee Hub (gobenefits.net)

FHCSD provides Equal Employment Opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leave of absence, compensation, and training.