Financial Counseling Lead

At Pemiscot Memorial Health Systems (PMHS), The Financial Counseling Lead oversees the daily operations of specific work units within the Patient Access Department. The lead partners closely with the Patient Access and Registration Lead to provide leadership coverage and presence to the financial counseling work units. This individual is responsible for ensuring effective operations through organizing, scheduling, and monitoring department workload. In addition, this individual will monitor work quality and productivity metrics and coordinate training as needed. The Lead will serve as the first line of escalation for staff questions on workflows and processes.

The incumbent is responsible for training new staff, assisting in the planning and development of training materials, assisting in the development and implementation of quality assurance processes and serving as a go-to resource to staff. This individual will be responsible for ensuring the effective operations of the day to day activities of financial counseling. This person will identify areas for improvements and develop plans for improving the quality of these processes.

This position is customer service driven and the incumbent must have the ability to effectively promote positive customer service while working in a highly stressful and complex environment. The Lead is able to quickly assess an urgent situation and provide issue resolution and de-escalation.

Although Primarily Monday-Friday, occasional night’s weekends and Holiday work hours may be required as necessary to ensure adequate coverage of departments and completion of required tasks within assigned departments. On-Call Required.