Patient Services Support Manager

The Patient Services Support Manager is responsible for overseeing the daily operations of both the call center and patient support initiatives, ensuring high-quality customer service and operational efficiency. This role involves managing staff, setting performance goals, developing training programs, and analyzing call metrics and patient feedback to drive continuous improvement. The manager will collaborate with various departments to enhance the overall customer and patient experience, resolve issues promptly, and streamline processes. Strong leadership skills, effective communication, and a deep understanding of healthcare services are essential to foster a team-oriented environment and meet organizational objectives while ensuring that patients receive timely and effective assistance throughout their healthcare journey.

This position is full-time on-site and must be bilingual in Spanish and English.

What You'll Do: 

Job Responsibilities & Duties

• Supervises the Call Center Representatives and Lead and manages overall call center operations, efficiency, and workflows.
• Oversees the call center, medical records, and patient services staff, including scheduling, performance reviews, training, disciplinary actions, and feedback.
• Manages Medical Records and Patient Services staff
• Attends and actively participates in QA/QI meetings and strategic planning to achieve desired outcomes.
• Enhances scheduling efficiency and ensures standardized patient scheduling throughout all of Hurtt, offering training when required.
• Partners with the Director of Operations and Medical Director in order to implement strategies to keep Provider schedules full.
• Partners with Call Center Lead in performance monitoring, measurement and evaluation of all associates to improve efficiency.
• Organizes and manages scheduling, overseeing team members' attendance, shifts, and breaks 
• Ensures that all call center and outreach team members demonstrate the highest level of professionalism while representing HFHC during telephone interactions.
• Oversee daily operations of the call center and patient support services.
• Ensure adherence to company policies and procedures for both functions.
• Manage, mentor, and motivate staff to achieve performance targets.
• Conduct regular performance evaluations and provide constructive feedback.
• Develop training programs and resources for new and existing team members.
• Analyze call metrics and patient feedback to assess service quality and identify areas for improvement.
• Implement strategies to enhance operational efficiency and customer satisfaction.
• Work closely with other departments (e.g., healthcare providers, administrative staff) to ensure cohesive service delivery.
• Facilitate communication between teams to resolve patient and customer issues.
• Develop and implement customer service protocols that prioritize a positive experience.
• Address escalated inquiries and complaints promptly and effectively.
• Prepare regular reports on call center and patient support services performance.
• Utilize data analysis to inform decision-making and improve service offerings.
• Identify opportunities for service enhancement and recommend initiatives to senior management.
• Stay updated on industry trends and best practices to maintain competitive service quality.
• Oversee the accuracy, confidentiality, and secure handling of patient medical records.
• Ensure compliance with relevant healthcare regulations and standards governing medical records management.
• Implement efficient workflows for the retrieval, storage, and archiving of medical records.
• Performs other specified duties whenever assigned.