Lead Patient Service Representative - Pediatrics - Full Time

Department: Pediatrics

Location: Eddy Street Campus – 211 N Eddy Street, South Bend, IN 46617
Hours: Full-Time; 40 Hours weekly: Monday-Friday: 8:00 am - 5:00 pm (Start and end time may vary slightly to accomodate department need)

Join Our Team at The South Bend Clinic!

At The South Bend Clinic, we strive for excellence—not just good enough. Every day, our dedicated team shows up inspired to exceed expectations, recognizing and celebrating the remarkable in everyone we encounter—inside and outside our workplace.

We’re more than a healthcare provider; we’re a partner in helping people live happier, healthier lives. We seek team members who share our relentless passion and pride for making a meaningful impact. We invest in your personal and professional growth, empowering you to fulfill your purpose and leave your mark.

Why Choose The South Bend Clinic?

We’re committed to supporting our team members in every aspect of their lives with holistic benefits designed to help you thrive:

• Financial Wellness:

  • Daily Pay: Access your earned wages when you need them.
  • Tuition Reimbursement: Up to $5,250 per year to support your education.
  • 401(k) Match: Plan for your future with our competitive matching program.
  • 3-Year Vesting: Achieve full ownership of your retirement contributions in just three years.

• Health & Well-Being:

  • Comprehensive medical and prescription coverage, including 100% coverage (after deductible) when using a Duly provider.
  • Pet Health Coverage: Because your furry friends matter too.

• Work-Life Balance:

  • Paid Volunteer Time: 40 hours of paid time off annually to give back to your community.
  • Parental Leave: 12 weeks of 100% paid parental leave, plus adoption and surrogacy financial benefits for non-physician team members.

• Inclusive Culture:

  • A workplace that prioritizes Diversity, Equity, and Inclusion (DEI) and is dedicated to making a positive social impact.

• Demonstrates the attitudes and behaviors of the South Bend Clinic’s Service Standards.
• Ensure that services are provided in accordance with state and federal regulations, accreditation and compliance requirements as set forth in Clinic policies and procedures.
• Maintain reliable attendance and follow all call-in rules for the safety and welfare of our patients.
• Interact with co-workers, staff of other affiliates, patients, members, and visitors in a positive and professional manner and communicate effectively and respectfully.
• Work as a team member helping others to contribute to the overall success of the South Bend Clinic.
•  Keeps abreast of current Medicare, Medicaid, Blue Cross, Commercial Insurance third party payer policy changes, trends, technology, and the processes surrounding the applications use.
• Participates in core work groups to recommend and direct process development.
• Possess knowledge of all contact center software, reporting and quality metrics.
• Exhibits computer systems knowledge and proficiency as necessary to perform job functions.
• Quality Assurance
• Accurately report and document call monitoring and auditing results.
• Produce productivity reports for Contact Center leadership with recommendations on coaching and training needs for improvement.
• Establishes registration data standards system wide. Responsible for measuring data quality, creating follow up programs, troubleshooting respective performance problems and implementing system/procedural impacting solutions.
• Monitors the quality/trend by conducting quality monitoring of calls and their respective appointment, message, or refill request.
• Partners with Contact Center leadership to calibrate monitoring process and results.
• Completes monitoring and auditing forms on a weekly, monthly, quarterly, and annually cadence for all phone staff in conjunction with leadership to ensure staff adherence to policy and procedure.
• Provides ongoing reporting and analysis of issues and trends.
• Training and Development
• Designs, writes, edits, assembles, and distributes course materials.
• Conducts educator lead training sessions.
• Identifies needs, develops and conducts education, orientation, and training, establishes evaluation and effectiveness measurement.
• Utilizes a variety of methods and tools to identify training needs of team members including area of knowledge, skills, attitude, and performance level of individuals.
• Partners with coding, billing, nursing, physician, and compliance staff to provide, coordinate and / or disseminate education.
• Analyzes, develops, and tests systems and/or software with Information Services (IS) making recommendations on feasibility and develops processes for all users.
• Oversees change management in the areas of software modification, upgrades, and third-party payer requirement changes by researching, analyzing, identifying, and prioritizing user needs and coordinating implementation activities with TIS, management and end users.
• Conducts software acceptance testing, staff training and other pre-operational tasks. Provides continued support to the application after implementation.
• Acts as a team member related to open/direct communication and fosters team building and leads work teams across disciplines/departments.
• Engages and collaborates with Contact Center leadership by participating in discussions, understanding the stated objectives, and providing input on solutions that offer benefit to the organization.
• Performs other duties as assigned when appropriate.

Education/Certification/License:

• Qualified candidates must possess a high school diploma or equivalent.
• Associates degree in related field preferred.
• Previous related industry experience and/or training or equivalent combination of education and experience is required.

Knowledge, Skills, and Abilities:

• Proven experience working with diverse staff.
• Excellent interpersonal communication skills.
• Maturity to work under pressure, to meet established deadlines, and to handle issues that may arise with personnel, administration, and physicians.
• Ability to effectively present information to all levels.
• Fluency with word processing and spread sheet computer functions.
• Prior experience with front desk, call center, and office applications preferred but not required.