Patient Service Center Performance Coordinator - Patient Scheduling

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.
• PSC Performance Management
• Utilizes custom applications or tools to track assigned metrics.
• Researches, reports findings, and makes recommendations regarding process improvement initiatives, service level compliance, or other metrics data for the PSC division.
• Works closely with other departments and their leaders to research issues, improve service, develop or change processes.
• Completes running daily reports and compiling data for review by leadership according to the needs of the organization.
• Mentors and trains PSC staff members and leaders, utilizing advanced knowledge base to serve as a resource and provide leadership to PSC teams
• PSC Support Services Division
• Participates in the development of, and complies with, all standards regarding documentation, end user instructions, computer deployment, ticket logging, and monitoring.
• 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.
• 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.
• Participates with leadership in developing and implementing data driven performance improvement processes.
• Ensures security, integrity, and privacy of FMOLHS data in conjunction with FMOLHS policies and procedures.
• Provides high-quality, consistent end user support services for all employees and customers.
• Troubleshoots and resolves team member technical issues. Documents, logs, escalates, and follows up on issues with end users and sites.
• Assumes other team members role as necessary to maintain acceptable service levels.
• Performs other duties as assigned
• Performs other duties as assigned
• 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.