1 Full Time

M-F Days 

For Access and Navigation Department 

Hybrid (Remote and On-site)

Summary:

The Patient Service Representative (PSR) Operations Development and Quality Program manager will be responsible for professional development, quality assurance and training for PSRs hired across hospital operations. This position requires a high level of autonomy and involves collaborating with various teams, including operations leadership, finance, revenue cycle to improve PSR performance and drive quality efficiency in both revenue cycle front end processes and customer service. 

Responsibilities:

Training and Education 

1.Advances PSR performance across operations by supporting the professional development of others, collaborative relationships and supporting life-long learning including development and dissemination of all PSR orientation materials and ongoing training updates for technical revenue cycle work and enhancing customer service skills. 

2.Uses education design process to bridge the knowledge, skills and practice gaps identified through needs assessment. 

3.Influences inter-professional practice environments by collaborating with leadership in planning and decision making to achieve desired results. 

4.Actively improves processes through initiation, adoption, sustainment and adaptation to change using project management and performance improvement processes. 

5.Promotes the generation and dissemination of new knowledge for PSR practice and customer relations skill resulting in improved revenue cycle front end processes across operations and enhanced customer experience. 

6.Supports PSRs and other health care team members across learning and practice environments and career stages. 

Quality 

1.Designs and completes audits regarding PSR registration performance by area and individuals. 

2.Develops and implements quality metric scorecards to assess performance in areas such as patient registration, scheduling and collections. 

3.Identifies opportunities to enhance PSR functions and front-end revenue cycle processes. Proactively manages projects and implements changes to improve efficiency and to maintain compliance with all relevant regulations. 

4.Independently meets with leadership, process owners or individuals to share results and recommendations. This can include one-on-one education and/or team/group meetings. 

5.Develop monthly summaries for operations leaders of specified areas to assist with their ability to communicate and manage individual PSR performance. 

6.Audit and monitor work queues to identify trends and provide education. 

Other information:

Technical Expertise 

1.Experience in project management with interdisciplinary team required. 

2.Exceptional listening and analytic skills. 

3.Experience in data analysis tools like Power BI and data presentations is required 

4.Experience working with all levels of the organization is required. 

5.Experience in healthcare preferred. 

6.System savvy especially with automated data collection and reporting. Strong problem-solving skills. 

7.Technical knowledge to engage, mentor and monitor quality of data capture requires specific background in clinical terminology, system requirements and payer needs is required. 

8.Extensive knowledge of Epic applications (ADT, Cadance etc.) 

9.Proficiency in MS office (Outlook, Excel, PowerPoint, Word) or similar software required. 

Education and Experience 

1.Education: Bachelor's degree in health administration and/or related business or clinical field. OR Associate's degree with an additional 2-year experience in education or healthcare revenue cycle in lieu of Bachelor's degree. 

2.Years of Relevant Experience: Minimum 3 years of health care experience in revenue cycle or clinical role with a preference for five years of experience in data quality and supervisory role. 

3.Years of Supervising: None required. Five preferred. 

Full Time

FTE: 1.000000

Status: Fixed Hybrid

About Akron Children's

More Than a Job. It’s loving what you do - and why you do it. Akron Children’s Hospital is ranked among the best pediatric hospitals by U.S. News & World Report, but it’s our compassionate approach to treatment that sets us apart. It’s creating special high-fives. Thinking of new ways to spark a smile. Holding hands to offer comfort. And working to get a giggle that brightens a room. The minute you walk into Akron Children’s, you can sense that people here love what they do. From visits with the Doggie Brigade, to the balloons and smiles in the halls, the sights and sounds are all about one thing: the children. We are the largest pediatric healthcare system in Northern Ohio and one of the fastest growing in the country. Akron Children’s has two hospital campuses in Northeast Ohio: one in Akron and the other in Boardman in the Mahoning Valley. With two hospital campuses, regional health centers and more than 50 primary and specialty care locations throughout Ohio, we’re making it easier for today’s busy families - regardless of where they live - to find the high-quality care they need. No matter which of our locations you choose, you’ll see that when you give the most, you get more—...support, rewards and satisfaction. CAREER OPPORTUNITIES: It’s making the most of your days. Our passion is felt every day in the way people care at every level. Whether you are working with children face-to-face, or behind the scenes supporting the care and services we deliver, you impact futures. Visit us and see why it’s more than just a place to work. It’s a family. Apply today at careers.akronchildrens.org.

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