Manager, Patient Services

About the role

The Manager, Patient Services at Signature Health is responsible for ensuring the quality of patient experience both in office and over the phone. Key responsibilities include accurate and efficient patient scheduling, maintaining a complete and up-to-date record of demographic information and patient data, including insurance information in the EHR, overseeing the Patient Service Representative (PSR) team, and leading staff development.

Responsibilities

• Demonstrate mastery of SH registration process, scheduling protocols, insurance verification and check-in workflow.
• Develop processes and materials needed to effectively train PSR team members and achieve/maintain a high level of competency across all job functions.
• Recognize opportunities and initiate continuous process improvements to ensure PSR teams are innovative and efficient, and collaborate to ensure site operations are as well.
• Adequately staff and cover by providing data to support additional FTEs, ensuring timely position requests, managing team PTO and effectively prioritizing responsibilities.
• Lead staff development through ongoing coaching, education, training, and by effectively leveraging supervision and the APR process.
• Collaborate with managers to ensure effective communication and site-wide understanding and adaptation to new initiatives or processes.
• Balance monies collected on-site and ensure accurate deposits.
• Identify and address errors and/or oversights to prevent patient impact and ensure positive patient experience.
• Develop productivity and quality measures for the PSR Team and monitor performance through reporting, audits and call review.
• Ensure excellent attendance with minimal unplanned time off/call-offs.
• Demonstrate a high level of proficiency in Epic other platforms used by SH.
• Protect patient confidentiality and right to privacy by adhering to HIPAA regulations.

Requirements

• High School Diploma or equivalent required.
• 5+ years’ experience in patient access/registration, scheduling, insurance, hospital operations, or related medical operations required with demonstrated knowledge of Medicaid, Medicare, and third party payer required.
• Demonstrated knowledge of inbound call management in a healthcare setting required.
• 2 year of people leadership experience in a related field required.
• Medical Terminology required.
• Demonstrated proficiency with Microsoft Office, Word, and Excel.
• Experience working with an EHR system required; EPIC experience preferred.
• Possess a general knowledge of mental health, substance use, and primary care practices preferred.

Working Conditions

• Work is normally performed in a typical interior/office/clinical work environment.
• While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.
• Requires periods of sitting, standing, telephone, and computer work.
• Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.
• Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
• Exposure to blood borne pathogens while performing job duties.
• Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
• Sufficient dexterity to operate a PC and other office equipment.

Benefits

• Medical, Dental, Vision
• 401k match
• HealthJoy - a no cost medical and mental health online resource available Day 1
• Robust earned paid time off program (PTO)
• Professional Development Support
• SCOPE OF ROLE

Pay

Compensation is commensurate with experience.

Schedule

Hours are typically standard, but flexibility to work evenings and extended hours may be required.