WHAT IT TAKES TO BE PART OF OUR TEAM
Are you an exceptional Patient Services Manager who absolutely thrives on being part of an accountable team? Can you dedicate yourself to being part of a team serving the needs of children and their families? Do you bring the highest standards of integrity and professionalism to your team? Do you thrive in an environment where you are valued and appreciated for who you are, how hard you work, and for that something special you bring to the teams you choose to work with? Are you looking for an organization that offers competitive compensation and one of the broadest and most comprehensive benefit packages available in the field of healthcare?
This is a role that requires a multi-disciplinary team approach to solving problems and patient challenges. "That's not my job" or "someone else can do it" is not in our team vocabulary because we are here to be of support to each other. The primary goal is to bring the best patient care and experience for our area's children.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Patient Services Manager primarily provides oversight of direct reports performance to include:
Team member duties:
a) Monitoring workflows for timely processing of patient referrals.
b) Overseeing the daily work of the Patient Service Department, including NPC, PSC, PCC, and Screeners.
c) Have a deep understanding of the provider schedule, nurse schedule, and procedure schedule, as well as provider preferences.
d) Complete patient check-in and check-out including the collection of co-pay and deductibles. Manage workflow and provide constructive feedback to subordinates to ensure efficiencies.
e) Ensure that patients/parents and visitors are greeted and signed in accordingly and ensuring that all appropriate visitors are provided with a visitor badge.
f) Ensure that patient's demographic information is updated in PM registration packet and automated workflow tracker.
g) Assist patients with the completion of registration, scanning of insurance card(s) and photo ID's.
h) Handle correspondence, including incoming faxes, and distribute accurately.
i) Maintain and manage the post-procedure surveys.
j) Schedule and reschedule patient appointments as needed based on provider feedback. Call to confirm patient appointments.
k) Scanning documents as required.
l) Oversee the completion of superbills and obtain missing data from providers and/or clinical team.
m) Balance daily front desk collections and close daily journals. Perform correction of batches if needed.
n) Draft return to school notes and other correspondence as directed by providers.
o) Keep the front office/waiting room clean and organized. Communicate with patients/parents about wait times.
p) Maintain Superbills and keep other forms stocked and updated.
a) Interviews, makes hiring and training recommendations, plans and assigns work, conducts performance appraisals, addresses complaints, and is involved in resolving department problems.
b) Complete and administer 90-Day Reviews and Annual reviews to team members as they are due.
c) Reviews, fixes, and approves the timecards of the team members of the Patient Services Department per our established protocol. Approve time off requests for direct reports to ensure appropriate department coverage.
d) Creates and maintains the team members' task lists and work assignments, as well as the schedules and OOO calendar.
e) Ensures the OOO Qliq is being sent out to providers in a timely manner. Utilizes Teams to also list direct reports as OOO.
f) Creates and maintains the Rapid Response Calendar and submits assignments to all clinic staff.
g) Participates in Committee Meetings related to clinic Services: Patient Experience Committee, Patient Safety, and EOC, and others as assigned.
h) Oversees and manages the training of staff, including the reviewing of training materials, signing off on competencies, etc.
i) Assist in all referral processing steps, as needed
j) Support Director of Patient Experience, CMO, CNO, Manager of Clinical Services and Quality, department directors, and other managers, as required
k) Provide general support to patients as well as physicians.
l) Prepares and leads weekly huddles.
m) Establishes work procedures and standards to improve the efficiency and effectiveness of assigned operations.
n) Provides daily updates to the Director of Patient Experience regarding all concerns/issues.
o) Empower the Patient Experience through guidance, coaching, and leading by example. Provide continuous feedback to cultivate growth and development.
p) Identify areas of opportunity for development and training needs for your team to grow in their roles.
q) Performs other administrative duties as directed.
SUPERVISORY RESPONSIBILITIES: Responsible for supervision of the patient services team (PSC, NPC, and PCC) and designs workflow to ensure that the organizational expectation of quality patient experience is met.
QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical and Sensory Requirements (with or without the Aid of Mechanical Devices): Walking, reaching, bending, lifting, grasping, pushing, pulling, fine hand coordination; ability to read and write; ability to understand and follow written and oral instruction and directions; ability to communicate with physicians/providers, families, personnel, and consultants; and must have the ability to remain calm under emergency and stressful situations and when handling multiple tasks.
EDUCATION and/or EXPERIENCE: Bachelors in Healthcare required. Masters in Healthcare preferred. CPXP Certification required, or must be obtained within the first year of employment. 3-5 years of previous work-related skill, knowledge, or experience is required.
KNOWLEDGE, SKILLS, and ABILITIES:
- Position requires the ability to understand and follow oral and written instructions generally acquired through a high school education with office experience in a clinical setting.
- Age-specific competencies required in a pediatric setting.
- Detail-oriented with excellent customer service, organizational and interpersonal skills. Professional appearance required.
- Daily clinic preparation process; reviewing scheduling, able to document and communicate pertinent information effectively, accurately and timely.
- Ability to establish and maintain effective working relationships with patients and staff to ensure a positive team environment.
LANGUAGE SKILLS: Spanish speaking preferred, but not required.