348 Patient Services Manager Jobs in Richmond, VA
Richmond Gastroenterology Associates is Hiring a Patient Services Manager Near Richmond, VA
DEPARTMENT: Business Office FLSA STATUS: Exempt
REPORTS TO: Director of Operations
ABOUT THE COMPANY:
Richmond Gastroenterology Associates, Inc. (RGA) has been serving the greater Richmond
community since the late 1970s. We provide superior service at every encounter, every day. We
Are Passionate About Prevention.COMPENSATION & BENEFITS:
RGA is an Equal Employment Opportunity employer. We value our employees’ time and talent, and
offer a competitive compensation and benefits package for full-time employees, which includes
medical, dental, vision, basic and optional life insurance, long-term disability, flexible spending
accounts, health savings account, 401(k) profit sharing, paid holidays, paid time off, tuition
reimbursement, a competitive salary and an enjoyable work environment.
ABOUT THIS POSITION:
The Patient Services Manager has responsibilities to achieve seamless delivery of
service by appropriately involving colleagues, physicians, other customers, and staff to ensure
commitment, communication and cross-functional linkage. This position supports the clinic
operations teams in coordinating patient services such as scheduling appointments, optimizing
physician schedules, coordinating office flow and availability, as well as assisting as needed to
facilitate exceptional delivery of care. The Patient Services manager manages appointment
scheduling, referral process work, and follow-up of physician orders. The Patient Services Manager
also identifies and helps resolve staff and operational issues for the scheduling and care
coordination department. The Patient Services manager will supervise all aspects of appointment
scheduling, referral management & standards, and patient flow. This position develops
and applies SMART (Streamlined Methods using Automation Resources and Technology) processes to
promote efficiencies within RGA. The Manager works collaboratively with RGA’s Administrative team
to provide leadership and expertise for the coordination of gastroenterology services in the
community.
ESSENTIAL JOB DUTIES:
The Essential Job Functions are:
Develops and continually refines SMART Processes in key areas, including but not limited to
Patient Scheduling, Referral Management, Clinic Flow, Task Management and Recall Program
Management.
Continually monitors and refines RGA Phone Menu and Call Capture Rates, Responsible for KPIs
including fill rates, appointment turnaround time, call capture, and referrals.
Interview and hire candidates using the practice's hiring process.
Develop and implement standards of performance, expectations and assignments. Monitor quality
and quantity of work completed by scheduling staff and care coordination including any contracted
third-parties.
Be an EHR super-user/expert trainer for the scheduling department.
Direct and schedule staff according to the practice's needs.
Serves as resource for Patients with complaints related to the Scheduling Process
or Phone-Related Issues; promotes service recovery
Oversight of Medical Records Process/Requests
Collaborates with organization senior management, Privacy Officer, and Corporate Compliance
officer to establish governance for the security program.
Works closely with the Privacy Officer to ensure alignment between security and privacy
compliance programs including policies, practices and investigations, and acts as a liaison to the
information systems and compliance departments.
Oversee periodic monitoring and reviewing of audit records to ensure that activity is
appropriate. Such activity would include, but is not limited to, logons and logoffs, file accesses,
updates, edits and printing.
Assists Privacy Officer as needed with breach determination and notification processes under
HIPAA and applicable State breach rules and requirements. Partners with Privacy Officer to
ensure consistent sanctions for security violations.
Responsibilities Related to RGA’s Growth & Success:
Leads the development and implementation of training guidelines and
scheduling protocols for Call
Center/Scheduling Staff.
Leads the development and implementation of RGA On Boarding and Training Programs
Participates in the development and implementation of RGA New Hire Orientation and On
Boarding and Training Programs for all members of RGA’s Health Care team.
Provides timely, ongoing communication of relevant information to all team members, including
various company updates and changes.
Works collaboratively with RGA Administrative Team on projects and company
initiatives, including the development, implementation and enforcement of Policies, Procedures
and Workflows.
Responsible for working with management team to facilitate and operationalize any necessary
infectious disease policies and regulations and guidelines as mandated by local, state, and/or
federal regulations.
Participate in achieving RGA’s commitment to service excellence and quality healthcare for
patients, families and the greater community.
Consistently work on ways to collaborate with internal and external stakeholders, including
RGA’s Healthcare Team, referring physicians, hospitals and other healthcare partners.
Maintains a professional, organized, and positive working environment by following
policies, guidelines, and acceptable safety standards.
Responsibilities related to Employee Engagement and Management:
Direct Reports include the following: Medical Schedulers, Scheduling Supervisor, Care Coordination
Monitors Performance of Direct Reports utilizing performance metrics, as well as personal
observation.
- Performs post hire reviews within first 90 days and schedules and performs annual performance
- Provides coaching and counseling as appropriate
- Manages staff schedules and clinic coverage
time off and ensures proper staffing to handle the day to day scheduling needs and patient care.
Addresses Attendance and Performance Issues utilizing established Disciplinary Action
Process.
Oversite and enforcement of RGA’s Policies, Procedures, Workflows, Compliance requirements
including HIPAA, OSHA, OIG and CMS, Job Description expectations and RGA’s Code of Conduct.
Facilitates the ongoing training and development of staff to ensure performance standards are
met.
Responsible for employees being accountable and compliant with any necessary infectious
disease policies and regulations and guidelines as mandated by local, state, and/or federal
regulations.
Actively engage staff in RGA C.A.R.E.S. – Compassion, Accountability, Respect, Empowerment
and Service, including the application of C.A.R.E.S. into behaviours, actions and job performance.
Responsibilities related to Company Mission, Culture and Engagement:
Actively engage in RGA C.A.R.E.S. – Compassion, Accountability, Respect, Empowerment, and
Service
Actively participate in achieving the company’s Mission, that being to optimize the health
of our patients and community by providing compassionate, state of the art care to adults with
digestive and liver disease
Adhere to the company’s Code of Conduct, to conduct business with honesty, integrity, and in
an appropriate manner for services provided, while ensuring that its business arrangements
comply with relevant state and federal statutes and regulations
Consistently work on ways to engage our patients, improve their care experience and maintain
strong relationships with referring physician offices and other referral sources. Create an
environment of trust and healthy working relationships.
Exemplify a “can do” attitude and commitment to excellence
QUALIFICATIONS & CERTIFICATIONS:
Five years healthcare experience, physician office experience preferred
Bachelor’s Degree Preferred, Or Equivalent ExperienceMust have excellent communication skills, verbal and written, proper use of grammar,
spelling, punctuation
Ability to adapt to changing healthcare environment and lead by example
Exceptional customer service and communication skills, verbal and written
Knowledge of insurance carrier requirements and correct coding procedures
Ability to multi-task in a fast-paced environment
2
3
MENTAL AND PHYSICAL REQUIREMENTS:
Ability to work well under pressure with diverse groups of professionals and physicians
Ability to multi-task in a fast-paced environment, which may include frequent interruptions
Must demonstrate sensitivity to cultural differences within team and community
Work may involve prolonged periods of sitting, standing, reaching and the ability to push or
pull items weighing 30 pounds or less.
ouse, and monitor
Company DescriptionABOUT THE COMPANY:
Richmond Gastroenterology Associates, Inc. (RGA) has been serving the greater Richmond community since the late 1970s. We provide superior service at every encounter, every day. We are Passionate about Prevention.
MISSION AND CORE VALUES
At the heart of our mission lies a commitment to provide superior patient experience. We are a team driven by a passion for prevention and a dedication to optimizing the health of our patients and community. RGA specializes in compassionate, patient-centered care for adults with liver and digestive diseases, ensuring they receive the best possible treatment.
Our core values of compassion, accountability, respect, empowerment, and service guide our daily actions and decisions. We pledge to conduct our business with unwavering honesty and integrity, fostering a culture of trust and ethical practice.
We are devoted to consistently engaging our patients and maintaining strong relationships with our referring providers and our community, creating a collaborative environment that benefits all parties involved.
Above all, we commit to excellence. Our goal is not only to meet but to exceed expectations, ensuring that every patient feels heard, cared for, and valued. This is our promise to our patients and our community.
ABOUT THE COMPANY: Richmond Gastroenterology Associates, Inc. (RGA) has been serving the greater Richmond community since the late 1970s. We provide superior service at every encounter, every day. We are Passionate about Prevention. MISSION AND CORE VALUES At the heart of our mission lies a commitment to provide superior patient experience. We are a team driven by a passion for prevention and a dedication to optimizing the health of our patients and community. RGA specializes in compassionate, patient-centered care for adults with liver and digestive diseases, ensuring they receive the best possible treatment. Our core values of compassion, accountability, respect, empowerment, and service guide our daily actions and decisions. We pledge to conduct our business with unwavering honesty and integrity, fostering a culture of trust and ethical practice. We are devoted to consistently engaging our patients and maintaining strong relationships with our referring providers and our community, creating a collaborative environment that benefits all parties involved. Above all, we commit to excellence. Our goal is not only to meet but to exceed expectations, ensuring that every patient feels heard, cared for, and valued. This is our promise to our patients and our community.
Job Summary
Full Time
Ambulatory Healthcare Services
$113k-155k (estimate)
07/03/2024
09/04/2024
richmondgastro.com
RICHMOND, VA
50 - 100
1979
Private
RAY KEATE
$10M - $50M
Ambulatory Healthcare Services
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The job skills required for Patient Services Manager include Leadership, Initiative, Scheduling, Coordination, Customer Service, Commitment, etc. Having related job skills and expertise will give you an advantage when applying to be a Patient Services Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Patient Services Manager. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Patient Services Manager positions, which can be used as a reference in future career path planning. As a Patient Services Manager, it can be promoted into senior positions as a Chief Patient Experience Officer that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Patient Services Manager. You can explore the career advancement for a Patient Services Manager below and select your interested title to get hiring information.
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Step 1: Understand the job description and responsibilities of an Accountant.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
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