Patient Service Center Manager

Position Title : Patient Service Center Manager

Reports To : Director of Operations

Reporting: Scheduling Lead, Benefits Verification Lead, Provider Relations Lead

Department : Patient Service Center Location : Primary Administrative Offices (travel required)

Job Summary:

The Patient Service Center Manager (PSCM) is a mission critical leader, essential for the overall patient experience. The PSCM is responsible for overseeing the daily operations of the Patient Service Center, ensuring that all patient interactions via text, telephone, and other communication channels are handled efficiently and effectively. This role includes managing centralized scheduling, insurance and benefit verification, medical records, patient referral, and provider relations coordination. The primary focus is to ensure accurate patient scheduling, maintain full and efficient provider schedules, and handle patient complaints effectively. Additionally, the PSCM ensures timely and accurate information regarding patient benefits and facilitates seamless referrals to and from the practice.

Key Responsibilities:

1. Departmental Responsibilities

• Recruits, selects, hires, and trains new PSC personnel and prepares them to respond to patient needs.
• Prepares PSC performance reports by collecting and analyzing data.
• Evaluates individual performance reviews and overall team effectiveness with leadership.
• Helps PSC Team with challenging patient service issues.
• Monitors team performance and provides tools if necessary.
• Determines PSC operational strategies by evaluating team results and objectives.
• Maintains and improves PSC operations by monitoring system performance and identifying and resolving problems.
• Meets financial targets by estimating performance requirements and preparing annual budgets.
• Presents monthly and annual PSC action plans and objectives to Directors and COO.

2. Patient Scheduling and Provider Efficiency

• Oversee the scheduling process to ensure patients are accurately scheduled and provider schedules are optimized for efficiency.
• Monitor and adjust scheduling workflows to maximize provider productivity and patient satisfaction.
• Ensure all appointments are confirmed and any necessary follow-up is completed.
• Ensure accurate information at the time of scheduling is obtained.

3. Insurance and Benefit Verification

• Supervise the insurance verification process to ensure patients receive accurate benefit information before their appointments.
• Coordinate with insurance companies and patients to resolve any discrepancies or issues related to benefits and coverage.

4. Referral Process Management / Provider Relations / Medical Records

• Ensure referring providers have a streamlined and efficient referring process.
• Ensure referred patients are directed back to the referring provider with complete visit information, closing the care loop.
• Maintain open communication with referring providers to facilitate smooth referral processes and enhance inter-provider relationships.
• Facilitate the referral process, ensuring referring providers can refer patients easily and referred patients are contacted promptly.
• Ensure all necessary information from referring providers is obtained before the patient's visit and accurate benefit information is provided.
• Manage the acquisition, routing, and maintenance of patient medical records, ensuring confidentiality and compliance with HIPAA regulations.

5. Patient Complaints and Resolution

• Act as the first line of contact for all patient complaints, investigating and resolving issues when possible.
• Escalate unresolved complaints to the appropriate department or leadership as necessary.
• Maintain detailed records of all complaints and resolutions for quality assurance purposes.

6. Communication and Coordination

• Ensure efficient and effective communication between the Patient Service Center, providers, and other practice departments.
• Develop and implement protocols to enhance the patient's experience and streamline operations.
• Provide regular training and support to Patient Service Center staff to maintain high service standards.

Qualifications:

• High School Diploma required. Bachelor’s degree in healthcare administration, business administration, or related field preferred.
• Minimum of five years of experience in a medical practice or healthcare setting, with at least three years in a supervisory or managerial role.
• Demonstrated experience in medical scheduling, insurance verification, and referral processes.
• .Proficiency with medical practice management software and electronic health records (EHR) systems.

Skills and Abilities:

• Leadership and team management
• Strong patient service orientation
• Detail-oriented with excellent organizational skills
• Ability to switch tasks rapidly and prioritize effectively
• Excellent communication, organizational, and problem-solving skills
• Ability to communicate effectively with all levels of the practice from providers to staff
• Ability to handle sensitive patient information with confidentiality and professionalism
• Demonstrated proficiency in Microsoft Office Suite (Word, Excel, Outlook)

Working Conditions:

• ON SITE, Full-time position, Monday through Friday 8:00 AM – 5:00 PM
• Travel to all offices is required
• May require occasional evening or weekend work to meet patient and practice needs
• Office environment within a medical practice, possible exposure to airborne and blood-borne pathogens

Piedmont Plastic Surgery and Dermatology is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

This description indicates the task and level of work difficulty required of the position title. It is not intended to limit what your supervisor may assign, modify, or direct the staff members under their supervision. The use of a particular expression or illustration of described duties shall not be held in exclusion.

PLEASE READ CAREFULLY: Application Instructions: Interested candidates should submit a resume and cover letter detailing their relevant experience and qualifications by June 21, 2024. Cover letter is required. The cover letter must contain a summary of your experience and education, why you can meet the demands for this position, and a link to your LinkedIn profile. If you do not meet the minimum requirements for this position, your application will not be accepted. If you cannot meet the time obligations, onsite, Monday through Friday 8:00-5:00, please do not apply. If you do not submit a cover letter, your application will not be accepted. This position will be posted internally and externally