Patient Services Manager (Healthcare)

Base Salary: $66,560.00 - $86,528.00 / hour

Job Summary
Under the supervision of the Director of Clinical Operations, the Patient Services Manager is to provide supervision and guidance to the Call Center staff and is responsible for outstanding experiences for patients at SCHC. In addition, the Patient Services Manager oversees existing and potential vendor relationships related to patient services. He/She will also oversee the day-to-day operations of the department and exercise a high degree of independent judgement under minimal supervision. The Patient Services Manager empowers staff for excellence in creating an optimal customer experience through our positive workplace policy.
JOB DUTIES AND RESPONSIBILITIES
Patient Services Management, Supervision, and Training
Coordinates, delegates, and oversees activities associated with the day-to-day Call Center and vendor relations pertaining to patient services including:
· Serves as a resource specialist to call center staff and patient services vendors.
· Supervises performance of Call Center Representatives in day-to-day operations.
· Orients or supervises orientation of new Call Center Representatives.
· Observes both internal and external Call Center Representatives in performance of daily tasks and educates as necessary.
· Maintains a high level of expertise in front office policies, systems and processes related to vendor implementation and ongoing monitoring.
· Review of clinician schedules for appropriate scheduling and adherence to department policy.
· Facilitates orientation and ongoing training and support of Call Center Representatives.
· Monitors call volumes with the internal monitoring software.
· Fosters a team atmosphere with all staff and is consistent with the PCMH model.
· Oversees productivity goals for direct reports.
· Analyzes, monitors, and distributes Weekly Phone Stat reports
· Oversees and manages staffing schedules and approves timecards.
· Oversees appropriate boundaries concerning medical advice, patient triage and priority of communication to clinicians; refers calls to the triage nurse for all issues outside of routine appointments, refill requests or test result messages.
· Assists in the recruitment of staff.
· Works closely with staff to monitor and meet quality indicators and objectives.
· Maintains a culture of accountability and consistency with staff in respective departments.
· Ensure timecard completion.
· Participates and exhibits competency in management training series--classes will include subjects in leadership, HR, finance and billing, operations, information systems, EHR navigation, report extrapolation, etc.
· Meets technical competency standards as required for all staff.
· Works with Staffing Coordinator to ensure clinic is appropriately staffed according to pre-defined staffing ratios.
· Includes adjusting staffing levels up or down depending on daily needs.
· Work closely with Chief Operations Officer on Patient Satisfaction results and work to improve in areas of opportunity in conjunction with Center Managers.
· Work closely with IT Senior Network Engineer on the phone system design.
· Oversee new projects related to the Call Center and/or Patient Services projects such as Luma, QLess, and other potential vendors.
· Other duties as assigned.
Operations
• Participates in various committees on a rotating basis.
• Collaborates with Director of Clinical Operations regarding training and updates to policies and procedures as they relate to the clinic.
• Ensures financial viability of health center by displaying a firm understanding of the budget process and enforcing compliance with necessary finance/billing processes.
Administrative
• Performs other duties and projects as requested by the Director of Clinical Operations to support the general success of the departments.
• Leads and attends Clinic/Center-wide meetings as required.
KNKNOWLEDGE, SKILLS, AND ABILITIES
· High proficiency using a computer to accomplish work.
· High level of skill in maintaining calm, professional, courteous, and helpful demeanor in times of stress.
· Skill in making appropriate decisions to benefit patients and meet SCHC objectives.
· Ability to prioritize work and complete it on a timely basis with minimal supervision.
· Ability to follow procedures.
· Ability to deal with change and seek out opportunities to effect change to promote patient care.
· Strong customer service approach to problem solving situations.
· Ability to read, write, understand, and spell English and medical terminology correctly.
· Strong math skills.
EDUCATION & EXPERIENCE
· Bachelor's Degree in a related field such as education, finance, accounting, or a comparable combination of education and experience required.
· Previous supervisory or management experience.
· Ability to read, write, understand, and spell English and medical terminology correctly.
· Strong computer or keyboarding skills.
· Typing 45+ WPM or higher.
· Excellent people skills and customer service orientation.
Preferred Qualifications
· NextGen experience.
· Previous experience working in an outpatient clinic or doctor's office.
· Project Management Experience or Certification
BENEFITS
SCHC understands the importance of good health for every employee. We offer a comprehensive benefits package to ensure employees and their families receive the optimal in health care coverage, along with options to meet their needs.

Competitive wages
Medical insurance
Dental insurance
Vision insurance
403(b) retirement plan with matching employer contribution
Long-term disability coverage
Life insurance
Accidental death and dismemberment insurance
Supplemental Insurances
Flexible spending account
Paid vacation
Paid sick
Paid holidays
Paid CME time and CME allowance
Employee assistance program
Jury duty pay
Bereavement pay
Prescription discount program
529 college savings plan
Educational reimbursement program
Gym membership discounts
Free subscription based app for meditation and sleep
Free telemedicine service for benefit eligible employees

Shasta Community is an Equal Opportunity Employer.