The Patient Services Manager is responsible for the direct supervision and day-to-day operations of all non-clinical functions of the practice. The manager will lead patient care departments and teams, including, but not limited to, patient access (scheduling, insurance verification, pre-authorizations, financial services (charge entry and collection of payments), and medical records. The Patient Services Manager is responsible for ensuring smooth operations and developing and implementing patient services solutions to meet patient needs, while also ensuring compliance with Company and healthcare standards, as well as maintaining the safety and security of the patients, staff, and facility. The Patient Services Manager will focus on providing high quality patient care, teamwork, as well as proactively managing and resolving patient or staff issues that arise.
ESSENTIAL RESPONSIBILITIES:
· Effectively staffs, trains, supervises, and leads all patient services staff and ensures that everyone understands their responsibilities specific to that area and has the necessary tools and resources to be successful.
· Assures smooth daily departmental operations
· Establishes department goals and tracks progress toward these goals for quality improvement, fiscal productivity, and patient satisfaction.
· Understands key measures of departmental operations that indicate stability of care and processes. Monitors these indicators, identifies improvement opportunities and participates in resolving problems identified.
· Responsible for identifying bottlenecks and making suggestions to address them, including other team members who might be affected in the solution
· Responsible for assuring availability of supplies and equipment necessary to deliver quality patient care.
· Coordinates repairs and maintenance to assure prompt resolution of issues
· Apply and maintain a customer service-oriented environment with all teams, address patient complaints/concerns as they arise and escalates to director when appropriate
· Aware of OSHA standards, assures compliance and reports/resolves concerns appropriately
· Understands and articulates process for policy and procedure initiation and review, following through on revisions in a timely manner
· Understands, monitors, and maintains compliance with established practice and Corporate SOPs, accreditation standards, and healthcare regulatory standards
· Establishes systems to maintain the highest customer service standards throughout the practice.
· Responsible for all OSHA related issues; and communicates with the Safety Officer.
· Responsible for all HIPAA related issues; and communicates with the Privacy Officer.
· Assure financial representatives are maintaining patient accounts by obtaining, recording, and updating financial and insurance information accurately and timely
· Oversee service authorizations
· Assumes authority, accountability, and responsibility for the formal and informal direction of the patient care teams.
· Keep staff informed using effective communication techniques including staff meetings, newsletters, email, etc.
KNOWLEDGE AND SKILLS:
To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required.
· Effective leadership to be able to manage people and resources
· Critical thinking skills that result in effective problem solving and process improvement
· Demonstrated ability to create, initiate and integrate new concepts and practices to improve care and patient satisfaction.
· Proficiency with current technology and software applications
· Flexibility to meet the fast-pace and demands of working with many different types of people and situations
· Ability to work successfully as part of a multi-disciplinary team.
· Excellent interpersonal skills
· Ability to manage and work within an established budget
EDUCATION AND/OR EXPERIENCE:
· High school diploma or equivalent required, Associate’s or Bachelors’ degree preferred
· At least 1 year of leadership experience required.
· Experience in a medical office practice required, women’s health or OB/ GYN preferred
· Demonstrated expertise in continuous quality improvement, customer service, and team building.
Why You'll Love Working Here – Our Amazing Benefits:
🌟 Comprehensive Health Coverage: Medical, dental, and vision plans for our full-time employees, along with complimentary basic life insurance, Employee Assistance Program, and long-term disability insurance. FREE employee only healthcare coverage option is also available.
👨👩👧👦 Family Building Support: Take advantage of our comprehensive fertility benefits, adoption assistance, and surrogacy support to help grow your family.
🤱 Paid Parental Leave: Generous maternity, paternity, and partner leave so you can focus on what matters most.
🌴 Plenty of Paid Time Off: Start with 18 days of PTO annually and enjoy 11 paid holidays, including one floating holiday to use as you choose!
💼 Retirement Ready: Invest in your future with our 401(k) plan, featuring a competitive company match and full vesting after just 2 years.
💳 Lifestyle Spending Account: Access a company-funded account to reimburse expenses that boost your physical, financial, and emotional well-being.
💚 Health Savings Account (HSA): If eligible, enjoy regular employer contributions to your HSA with every paycheck.
🙌 Rewards for Connections: Earn extra money with our Employee Referral Program—your network is invaluable!
📚 Growth Opportunities: We support your career with continuing education reimbursement and dedicated time off for professional development.
🧘 Premium Calm Health Subscription: Enjoy a free premium Calm Health app subscription to support your mental wellness.
💡 Emotional & Work-Life Support: Through our Employee Assistance Program (EAP) with SupportLinc, you'll have access to emotional well-being and work-life resources whenever you need them.
🐾 Extra Peace of Mind: Explore additional coverage options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance, to suit your needs.
