Patient Services Manager

Position Title: Patient Services Manager

Supervisor: Chief Operating Officer

FLSA Status: Exempt

Mission:

To provide our patients and community the most innovative and breakthrough treatment options to improve overall health and wellness.

Values:

Patient Experience

Innovation

Integrity

Teamwork

Job Summary:

The Patient Services Manager oversees the day-to-day operations of the patient services department, ensuring smooth patient flow by managing appointment scheduling, patient registration, insurance verification, staff training, and resolving patient concerns, while also acting as a liaison between patients, clinical staff, and administrative leadership; their primary focus is to deliver high-quality patient experiences and maintain operational efficiency. Key responsibilities include, but are not limited to:

• Staff Management: Hiring, training, supervising, and evaluating patient services staff, including patient service representatives and clinic schedulers.
• Appointment Scheduling: Overseeing the appointment scheduling process, managing cancellations, rescheduling, and ensuring optimal utilization of provider schedules.
• Patient Registration: Ensuring accurate patient registration, including demographic information, insurance verification, and collection of necessary paperwork.
• Patient Flow Management: Identifying and addressing bottlenecks in patient flow to minimize wait times and optimize patient experience.
• Patient Communication: Handling patient inquiries, complaints, and feedback, addressing issues promptly and professionally.
• Policy Enforcement: Implementing and enforcing departmental policies and procedures related to patient services, including HIPAA compliance.
• Quality Improvement: Monitoring key performance indicators (KPIs) related to patient services, identifying areas for improvement, and implementing necessary changes.
• Financial Management: Monitoring departmental budget, ensuring cost-effective operations, and managing billing and collections processes.
• Collaboration: Working closely with clinical staff, billing department, and other healthcare providers to coordinate patient care and ensure smooth transitions.
  

Supervisory Responsibility:

This position supervises clinic patient services representatives, clinic schedulers, the templating specialist, the fax processor, and the medical transportation driver.

Qualifications:

• Bachelor's degree in healthcare administration, business administration, or a related field.
• Prior experience in a healthcare setting, preferably in a patient services role with supervisory responsibilities.
• Knowledge of medical billing codes and insurance verification procedures.
3-5 years of previous leadership experience required.

Skills & Abilities:

• Excellent communication and interpersonal skills to effectively interact with patients, staff, and other healthcare professionals.
• Strong organizational and time management skills to manage multiple tasks and prioritize effectively.
• Detail-oriented approach to ensure accurate data entry and compliance with regulations.
• Problem-solving abilities to identify and resolve patient issues and operational challenges.
Leadership skills to motivate and develop a high-performing patient services team.

Work Environment:

While performing the duties of this job, the employee regularly works in a clinic setting. Regular travel to satellite locations is required. This position is 100% in-office.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to grasp or handle objects, tools, or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee must be able to sit and stand 100% of the time during their shift. occasionally lift or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Compensation & Work Schedule:

• Full-time: 40 hours/week
• Exempt
• Day Shift Monday-Friday
• A competitive benefits package including medical, dental, vision, life, and disability insurance, HSA plan, 401(k) plan, PTO, and paid holidays.