Patient Services Manager

Roseland Management, management organization, is currently looking for a Part Time Patient Services Associate to join our Corporate Shared Services team serving our interventional pain management and spine clinics in Texas and Georgia! The team at Roseland Management is focused on delivering healthcare demonstrating the highest standards of pride, service, and compassion. Our focus is to recruit elite candidates committed to ethical pain management treatment that demonstrate drive and ambition above the rest.

The Patient Services Manager is a working manager responsible for managing the day-to-day operational duties of the patient services center ensuring systems and procedures are efficient to optimize the patient experience and customer service.  Candidates should be comfortable working in a fast paced environment, motivated, detail oriented, have excellent customer service skills and work well with firm deadlines.

Joining Roseland Management means that you are linking arms with leaders in Texas and Georgia healthcare and have been selected to grow with a dynamic and innovative group.

Essential Functions & Responsibilities

• Actively work along side Patient Services Associates assisting with patient scheduling.
• Oversee new patient and procedures scheduling to ensure appointments are scheduled in collaboration with the clinical management team and company’s guidelines.
• Review, establish and improve processes to maximize production of servicing inbound and outbound calls to pre-register and schedule patients.
• Monitor new inbound online patient request process systems. Including online appointment, chat bot, website and digital platform requests.
• Generate daily, weekly, and monthly productivity reports for performance goal management.
• Prepare regular reports for analyzation and presentation on appointment patterns and trends; providing recommendations on opportunities of improvement.
• Collaborate with the marketing team to recommend target performance goals based of marketing trends.
• Monitor individual and team metrics to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets. Take appropriate action to increase percentage of appointments scheduled and successfully kept.
• Train and develop staff to provide prompt, accurate and friendly customer service as the first to interact with our patients; creating a friendly and caring culture.
• Monitor calls to observe employee demeanor, technical accuracy, and conformity of the company’s services. Providing appropriate coaching when needed.
• Monitor, audit and manage the scheduling system to ensure accurate, complete, and compliant records.
• Ensure employees are trained on the accepted credentialed health plans and/or renewals to ensure effective delivery of maximum allowable reimbursement from payers.
• Utilize Electronic Practice Management (EPM) system to manage physician or advance practice clinician’s schedule availability.
• Act as a resource on handling inquires, complaints or physician dissatisfaction. Providing employee coaching as necessary.
• Works collaboratively with Marketing team, Practice Administrators and Revenue Cycle team.

Qualifications

• High school diploma or equivalent.
• Associates degree or higher, preferred.
• Prior healthcare customer service experience required.
• Three (3) years of call center or medical appointment scheduling supervision experience required.
• Prior knowledge of medical terminology for interpreting physician instructions and patient needs.
• Prior knowledge and use of NextGen a plus.
• Strong references with longevity in prior work history.
• Be able to read, write, and speak fluent English.
• Strong PC skills and working knowledge of Microsoft Office.
• Effective verbal and written communication skills and the ability to present information clearly and professionally.
• Strong interpersonal skills and ability to work collaboratively and cross-functionally.
• Skills to manage stress in order to maintain a professional atmosphere and provide quality service.
• Regular, dependable, and reliable attendance.

Roseland Management is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.