Lead Patient Service Representative

WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the No. 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career! 

JOB SUMMARY
As a Lead Patient Services Representative, this position promotes UT Southwestern Medical Center as the preferred destination for excellent patient care, outcomes, safety and service.

REDBIRD LOCATION Plans, monitors and directs Patient Services Representatives at assigned site for proper work habits and daily tasks. Assigns tasks to Patient Services Representatives and reviews accuracy of work completed. In coordination with the Guest & Patient Services Training Supervisor, ensures Patient Services Representatives are fully trained and is responsible for site specific training duties. Works closely with Guest & Patient Services Operations Supervisors to ensure all business operations needs are met.

 

BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include\:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

• Education
  High School Diploma or GED 
   

• Experience
  Six (6) month experience 
   

• Licenses and Certifications
  (BLS) BASIC LIFE SUPPORT - BLS certification must be current for duration of employment within department within 90 Days and 
  Incumbent must obtain Notary Public certification within 120 days of employment. Notary Public certification must be current for duration of employment within 120 Days 
   

JOB DUTIES

• Plans, monitors and directs Patient Services Representatives at assigned site for proper work habits and daily tasks. Assigns tasks to Patient Services Representatives and reviews accuracy of work completed.
• In coordination with the Guest & Patient Services Training Supervisor, ensures Patient Services Representatives are fully trained and is responsible for site specific training duties. Works closely with Guest & Patient Services Operations Supervisors to ensure all business operations needs are met.
• Builds solid working relationships with all Patient Service Representatives. Responsible for coaching and counseling of Patient Service Representatives at their assigned site.
• Identifies and resolves problems in a timely manner, displays willingness to make decisions, exhibits sound and accurate judgment, uses discretion to make decisions or seeks advice from Operations or Training Supervisors.
• Responsible to coordinate with other Lead Patient Services Representatives to ensure consistent business operations and policy enforcement at all locations.
• Works with department supervisors to solve specific problems either on a one to one basis or in groups.
• Demonstrates attention to detail, maintains confidentiality, demonstrates accuracy and thoroughness, follows policies and procedures, follows instructions, responds to leadership direction and arrives to work, meetings and appointments on time.
• Provides assistance with electronic and in person patient check in located at the applicable Guest and Patient Services desks across campus.
• Communicates changes effectively, prepares and supports those affected by change.
• Provides a welcoming presence at all entrances. Greets patients, their families and guests, in building lobbies or other patient care areas; provides escorts and wheelchair/gurney assistance, ensuring patient comfort and safety at all times.
• Seeks to understand the needs of the internal and external customers meeting and exceeding those needs. Serves as a liaison between patients, their families, friends and our medical staff.
• Responds to patients or staff inquiries for information in person and over the telephone providing information regarding health care services; provides directions to various facilities and services (restrooms, dining, etc.).
• Keeps current on UT Southwestern Campus information in order to answer phones, respond to requests & providing appropriate information as required. Respectfully interacts with emotionally ill patients and family members. Assists with arranging for services requested by patients, family or internal customers by working with other departments.
• Rotates with supervisory and leadership staff to provide weekend and holiday coverage or at any time as needed.
• Listens, apologizes, finds a solution and follows through when resolving guest problems and staffing issues.
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest services.
• Duties performed may include one or more of the following core functions\: a) Directly interacting with or caring for patients b) Directly interacting with or caring for human subject research participants.
• Performs other duties as assigned.

Knowledge, Skills and Abilities

• Work requires a genuine interest in people and customer service.
• Work requires ability to communicate effectively and successfully manage multiple tasks
• Work requires ability to use electronic devices (i.e. tablets).
• Work requires ability to work with confidential information on daily basis.
• Work requires adaptability/flexibility to react positively to changes in work environment.
• Work requires familiarity with Microsoft applications.
• Work requires good communication, organizational, reading and writing skills.
• Work requires the ability to plan and organize work in logical and efficient manner.
• Work requires to be punctual and reliable with attendance.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

Physical Requirements

• Climbing
• Lifting
• Pulling
• Pushing
• Standing
• Talking
• Walking

Working Conditions

• Atmospheric Conditions
• Extreme cold
• Extreme heat

Salary Information
Salary is commensurate with education, skills, and relevant experience.

SECURITY AND EEO STATEMENT

Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

EEO
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.
 

WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the No. 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career! 

JOB SUMMARY
As a Lead Patient Services Representative, this position promotes UT Southwestern Medical Center as the preferred destination for excellent patient care, outcomes, safety and service.

REDBIRD LOCATION Plans, monitors and directs Patient Services Representatives at assigned site for proper work habits and daily tasks. Assigns tasks to Patient Services Representatives and reviews accuracy of work completed. In coordination with the Guest & Patient Services Training Supervisor, ensures Patient Services Representatives are fully trained and is responsible for site specific training duties. Works closely with Guest & Patient Services Operations Supervisors to ensure all business operations needs are met.

 

BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include\:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

• Education
  High School Diploma or GED 
   

• Experience
  Six (6) month experience 
   

• Licenses and Certifications
  (BLS) BASIC LIFE SUPPORT - BLS certification must be current for duration of employment within department within 90 Days and 
  Incumbent must obtain Notary Public certification within 120 days of employment. Notary Public certification must be current for duration of employment within 120 Days 
   

JOB DUTIES

• Plans, monitors and directs Patient Services Representatives at assigned site for proper work habits and daily tasks. Assigns tasks to Patient Services Representatives and reviews accuracy of work completed.
• In coordination with the Guest & Patient Services Training Supervisor, ensures Patient Services Representatives are fully trained and is responsible for site specific training duties. Works closely with Guest & Patient Services Operations Supervisors to ensure all business operations needs are met.
• Builds solid working relationships with all Patient Service Representatives. Responsible for coaching and counseling of Patient Service Representatives at their assigned site.
• Identifies and resolves problems in a timely manner, displays willingness to make decisions, exhibits sound and accurate judgment, uses discretion to make decisions or seeks advice from Operations or Training Supervisors.
• Responsible to coordinate with other Lead Patient Services Representatives to ensure consistent business operations and policy enforcement at all locations.
• Works with department supervisors to solve specific problems either on a one to one basis or in groups.
• Demonstrates attention to detail, maintains confidentiality, demonstrates accuracy and thoroughness, follows policies and procedures, follows instructions, responds to leadership direction and arrives to work, meetings and appointments on time.
• Provides assistance with electronic and in person patient check in located at the applicable Guest and Patient Services desks across campus.
• Communicates changes effectively, prepares and supports those affected by change.
• Provides a welcoming presence at all entrances. Greets patients, their families and guests, in building lobbies or other patient care areas; provides escorts and wheelchair/gurney assistance, ensuring patient comfort and safety at all times.
• Seeks to understand the needs of the internal and external customers meeting and exceeding those needs. Serves as a liaison between patients, their families, friends and our medical staff.
• Responds to patients or staff inquiries for information in person and over the telephone providing information regarding health care services; provides directions to various facilities and services (restrooms, dining, etc.).
• Keeps current on UT Southwestern Campus information in order to answer phones, respond to requests & providing appropriate information as required. Respectfully interacts with emotionally ill patients and family members. Assists with arranging for services requested by patients, family or internal customers by working with other departments.
• Rotates with supervisory and leadership staff to provide weekend and holiday coverage or at any time as needed.
• Listens, apologizes, finds a solution and follows through when resolving guest problems and staffing issues.
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest services.
• Duties performed may include one or more of the following core functions\: a) Directly interacting with or caring for patients b) Directly interacting with or caring for human subject research participants.
• Performs other duties as assigned.

Knowledge, Skills and Abilities

• Work requires a genuine interest in people and customer service.
• Work requires ability to communicate effectively and successfully manage multiple tasks
• Work requires ability to use electronic devices (i.e. tablets).
• Work requires ability to work with confidential information on daily basis.
• Work requires adaptability/flexibility to react positively to changes in work environment.
• Work requires familiarity with Microsoft applications.
• Work requires good communication, organizational, reading and writing skills.
• Work requires the ability to plan and organize work in logical and efficient manner.
• Work requires to be punctual and reliable with attendance.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

Physical Requirements

• Climbing
• Lifting
• Pulling
• Pushing
• Standing
• Talking
• Walking

Working Conditions

• Atmospheric Conditions
• Extreme cold
• Extreme heat

Salary Information
Salary is commensurate with education, skills, and relevant experience.

SECURITY AND EEO STATEMENT

Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

EEO
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.