Senior Manager, Patient Services

Senior Manager, Patient Services

Job Title: Senior Manager, Patient Services

Department: Patient Services

Division:

FLSA Class: Exempt

Pay Grade:

Reports To: Director of Nursing

Supervises: Patient Services Managers

Patient Services Team Leads

Patient Services Representatives

Patient Access Representatives

Position Summary

This position is accountable for leading, managing, and directing the customer service and front end administrative operations within the company by creating an exceptional patient experience, while ensuring accurate, efficient and effective administrative operational processes. Reporting to the Director of Nursing the Patient Services Senior Manager oversees all operations relating to providing a caring and compassionate impression on all clients and patients of the company. Duties include the management and supervision of the Patient Services Team including the Patient Services Managers, Patient Services Team Leads, the Patient Services Representatives, and the Patient Access Representatives to oversee the customer service, operations, procedures, and all other activities relating to the patient experience within the company’s health centers. He/she will also be responsible for monitoring/measuring work performance, operations/workflow management, human resource management, continuous quality improvement, and on-going communication within the customer service and front end administrative operations.

Essential Duties and Responsibilities

·  Responsible for measuring and monitoring key performance indicators and departmental goals in accordance with the company’s established policies and procedures and industry best practices.

·  Administers fiscal operations for patient services department, including financial planning, approving expenditures, reviewing financial reporting, and explaining variances.

·  Assist in determining patient services operational strategies by conducting needs assessments, resource planning, cost/benefits analysis, and department requirements for peak performance.

·  Manages administrative operations functions of the office visits from first point of contact to charge entry into the patient’s account. Ensuring an exceptional patient experience, while guaranteeing accurate, efficient and effective administrative operational processes.

·  Responsible for maximizing the collection of payments from patients, insurance carriers, government agencies, and guarantors through collections efforts, verifying eligibility, and obtaining proper authorizations.

·  Monitors quality of data being input into EPM and quality of services being provided to patients.

·  Assist in planning, implementing and administering programs and services, including personnel administration, training, regulatory compliance, and best practice workflow processes.

·  Assists develop and implement optimal administrative workflow practices by leveraging technology to automate, and standardize processes.

·  Responsible for ensuring proper training is conducted, including: Orientation, skills/competency training, customer service training, new equipment/process training, continuing education, standard operating procedures, policies and documentation within the electronic practice management system.

·  Develops scripting for patient services team that aligns with customer service standards.

·  Assists in the design of front desk forms, paperwork, super bills, and workflows within the EPM system.

·  Rounds frequently to observe, review and analyze patient services operations and workflow activities to ensure best practices are in place and being utilized.

·  Meets regularly with subordinate staff to identify and resolve issues and promote good communication and dissemination of information.

·  Directs and actively recruits, hires, trains, and retains top talent within the patient services department.

·  Establishes work schedules and assignments for staff, according to business needs, patient load, space and equipment availability.

·  Participates in interdepartmental operations meetings as assigned.

·  Regularly provides Director of Nursing with status of patient services department performance, including reports, key performance indicator metrics, and patient issues.

·  Resolves escalated customer service issues with patients, providers, and leadership.

·  Stays abreast of Medicare/Medicaid and third party payer billing guidelines and communicates these changes that may impact patient or team.

·  Provides assistance with internal and externally auditing processes.

·  Ensures that the Patient Services Team adheres to all daily standards of service and that all policies and procedures are respected

·  Works closely with the Director, Nursing Operations and the site Charge Nurse to assist with the smooth flow of patient care at the site.

·  Fosters teamwork within the Patient Service Team to ensure quality care to the patients

·  Has a thorough understanding and demonstrates a comprehensive knowledge of all aspects of the duties of the Patient Services Team in order to guide, oversee, manage, cover and coordinate the activities

·  Supports the goals and mission of the company

·  Adheres to the safety policy of the company

·  Performs other duties as assigned from time to time

Skills

·  Outstanding communication and customer service skills

·  Critical/Strategic Thinking

·  Impact and Influence

·  Active Listening

·  Excellent written and oral expression

·  Problem Solving

·  Ability to multi-task

·  Empathy

·  Ability to maintain confidences

·  Ethical

Requirements

·  Minimum of a High School Diploma or GED. Associates or Bachelor’s degree in Business, Healthcare Administration, or related field preferred.

·  Minimum of 5+ years of administrative leadership experience within a large, multi-disciplinary, ambulatory care operation or Federally Qualified Health Center (FQHC)

·  Knowledge of insurance companies, payers and E&M codes required; familiarity with medical terminology and Medicaid / Medicare regulations helpful

·  Ability to perform well in a high-volume environment and work independently

·  Ability to function effectively under stressful situations.

·  Skill in exercising initiative, judgment, discretion, and decision making to achieve organizational objectives

·  Proficient in the use of Microsoft Office products, EPM and EHR

·  Must be able to handle multiple projects simultaneously and set priorities.

·  Must maintain a professional demeanor and appearance at all time.

·  Must possess a current valid driver’s license for the State of Florida.

·  Bilingual (Spanish / English) is beneficial.

Mental/Physical Demands

·  Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·  While performing the duties of this job, the employee is regularly required to drive, sit, use hands or fingers, handle or feel objects, tools, controls and talk or hear. The employee frequently is required to walk, stand and reach with hands and arms. The employee is occasionally required climb or balance and stoop, kneel, crouch, or crawl.

·  The employee must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include vision, color vision, depth perception and ability to adjust focus.

·  This job is not limited to the activities described above and this job description may be amended by management as deemed necessary.

Equipment Use

·  Telephone System

·  Office Machines

·  Computer

Further Information

The standards listed above are intended to describe the general nature and level of work being performed. They are not intended as an exhaustive list of all duties, responsibilities, and skills required for this position.

I have read and understand the job description and performance expectation of this position.

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Employee’s Printed Name

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