Patient Services Representative (PSR) Manager in Northfield, Minnesota at Northfield Hospital & Clinics

• Supervise, mentor, and evaluate PSR and Referrals staff.
• Create and maintain onboarding and training materials for all Clinic locations.
• Collaborate with Patient Care Supervisors and other Clinic Leaders to identify opportunities, resolve workflow challenges and streamline processes.
• Monitor Call Center and Front Desk operations, ensuring prompt and professional communication.
• Participate in Leadership meetings and works with other departments.
• Participates in hospital wide committees.
• Promotes a healthy work environment that builds trust and supports team cohesiveness.

• Create and maintain staffing schedules ensuring adequate coverage and adjust staffing plans as necessary.
• Coordinate with PSR Lead’s on daily staffing support.
• Communicate new and revised processes or policies to staff.
• Resolve patient complaints and concerns in a timely and professional manner or escalate to Clinic Director.
• Be a resource to providers for scheduling questions or concerns.

• Completes regular audits of registration information to ensure accurate patient demographic, insurance information, and co-pay collection.
• Helps manage Account Checks working with staff to improve identified errors.

• Recruit, train, and manage Patient Service Representatives.
• Partner when applicable with PSR Leads in interviewing and selection of new employees, staff development, providing performance feedback, and assisting with resolution of employee concerns.
• Monitor staff productivity, accuracy, and adherence to clinic policies and address issues as necessary.
• Monitor, review, and corrects timecards as needed to ensure accurate documentation of hours worked.
• Completes annual performance reviews for PSR and Referral staff.

• Build and maintain provider schedules in Expanse.
• Test and communicate Expanse updates and changes.
• Participate in improvements using new technology with outside service vendors.
• Participate in training new systems and being a resource for others.

• High School graduate or G.E.D.
• Must be able to speak, read, and write English proficiently to ensure safe and effective communication in a healthcare environment
• Excellent Customer Service Skills
• Ability to learn and operate computer systems
• Demonstrated ability for problem solving, attention to detail, decision-making, continuous improvement
• Ability to communicate effectively, work collaboratively with others and work independently with minimal supervision
• Healthcare background, minimum of 2 years

• Previous Supervisory experience

Benefits begin on day one of employment and are based on authorized hours or FTE status.

• Paid time off accrued starting with first paycheck; years of service with Allina incorporated
• Medical, dental, and vision coverage (discount plan)
• Flexible spending accounts
• Life, AD&D, and disability insurance
• Pension plan (PERA) with 7.5% employer match
• Optional 457(b) retirement plans
• Tuition reimbursement
• Loan forgiveness eligibility (PSLF + MN state programs for qualifying roles)
• Employer-provided certifications and continuing education
• Additional perks: free on-site parking, qualified bilingual staff program, employee assistance program, and discounts on cafeteria, scrubs, and OTC pharmacy items