What are the responsibilities and job description for the Patient Services Manager position at SouthernMED Pediatrics?
Description
The Patient Customer Service and Medical Records Manager is responsible for overseeing the front-facing customer service operations and managing medical records within a medical practice. This role ensures that patients receive outstanding service and that medical records are accurately maintained and securely handled in compliance with applicable laws and regulations.
Key Responsibilities
Patient Customer Service:
Qualifications:
Education: High School Diploma
License/Certification: No requirements.
Experience: Minimum 5 years’ experience in customer services and medical records management, preferably in a medical practice or healthcare setting.
Skills/Abilities
The Patient Customer Service and Medical Records Manager is responsible for overseeing the front-facing customer service operations and managing medical records within a medical practice. This role ensures that patients receive outstanding service and that medical records are accurately maintained and securely handled in compliance with applicable laws and regulations.
Key Responsibilities
Patient Customer Service:
- Lead and oversee the patient-facing customer service team to ensure a welcoming and efficient environment.
- Manage patient inquiries, appointment scheduling, billing questions, and issue resolution.
- Train staff in customer service best practices, ensuring empathy and professionalism in all patient interactions.
- Monitor and improve patient satisfaction through surveys, feedback, and implementing process improvements.
- Maintain an organized and efficient patient check-in and check-out process.
- Ensure accurate and timely maintenance of patient medical records, including electronic health records (EHR).
- Safeguard patient information in compliance with HIPAA and other relevant regulations.
- Oversee medical record requests, ensuring proper authorization and timely fulfillment.
- Develop and implement policies and procedures for medical records storage, retrieval, and disposal.
- Conduct regular audits of medical records for accuracy and compliance.
- Collaborate with other managers and providers to improve operational workflows and enhance patient care.
- Supervise and evaluate the performance of staff involved in customer service and medical records.
- Manage staffing schedules to ensure appropriate coverage and optimal efficiency.
- Prepare reports on customer service performance and medical records compliance for senior leadership review.
- Stay current on industry trends, best practices, and regulatory changes affecting patient services and medical records.
Qualifications:
Education: High School Diploma
License/Certification: No requirements.
Experience: Minimum 5 years’ experience in customer services and medical records management, preferably in a medical practice or healthcare setting.
Skills/Abilities
- Strong leadership and team management skills.
- Excellent interpersonal and communication skills, both verbal and written.
- Proficiency in HER systems and Microsoft Office Suite. - In-depth understanding of HIPAA regulations and medical recordkeeping best practices.
- Exceptional organization and problem-solving abilities.
- Ability to multitask and work effectively in a fast-paced environment.
