Central Client Services Manager

SPOONER•Scottsdale, AZ

2d•$55,000 - $60,000•Onsite

About The Position

The Central Client Services (CCS) Manager is integral in ensuring that an exceptional end-to-end patient experience begins with the Central Client Services team. This includes managing staffing, workflow, performance, and efficiency to meet the needs of the business and to deliver an exceptional patient experience. The CCS Manager works closely with other key departments and the clinics in order to deliver consistency in process and message to the team and our stakeholders. At Spooner, Arizona's largest physical therapy private practice, we are most proud of our culture of excellence that is founded on our core values. Spooner has been helping our communities achieve health through movement for over 30 years, and we continue to grow in size and expertise every year. If you are looking to join a company where you can build a career, Spooner is the place for you.

Requirements

High school diploma or GED required
Customer service or patient care experience in the healthcare industry
Knowledge of certain aspects of the revenue cycle process including insurance benefits; authorizations; patient billing; insurance provider contracts; fee schedules; HIPAA requirements; state, federal, and industry regulations; and current policy changes and application
Currently enrolled in ID.me (may acquire within 30 days of hire and keep current)

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Provide leadership, development, and coaching that drives a continuous improvement environment within the Central Client Services team
Manage and develop the Central Client Services team to ensure consistency in performance and stability through regular performance evaluations using key metrics
Oversee and assist with daily operations of the Central Client Services team
Manage PTO, missed punches, and time monitoring of the Central Client Services team
Manage staffing of the Central Client Services team to meet the needs of the business and the patient experience
Coordinate and deliver onboarding/workflow training of new Central Client Services team members; update and manage onboarding and training documents as needed
Monitor performance metrics, productivity levels, and key operational indicators; analyze findings and implement action plans
Prepare for and lead regularly scheduled meetings with the Central Client Services team
Collaborate and contribute to monthly Patient Services Coordinator meetings
Identify, instill, and ensure best practices and established processes are consistently adhered to and re-evaluated at Central Client Services while collaborating with clinic front offices
Identify needs and collaborate with the Director of Revenue Cycle Management and Vice President of Company Operations to establish new processes
Contribute to elevating the patient experience through subject-matter expertise of insurance payers, plans, and outpatient Physical Therapy and Occupational Therapy benefits
Provide a communication hub to and from the company, patients, clinic teams, referring providers, and payers regarding insurance plans and benefits knowledge
Collaborate in a seamless and integrated relationship between Central Client Services, Revenue Cycle Management, and Front Office Operations to ensure streamlined work efficiencies and value in reimbursements
Own and manage relationships with key external stakeholders, including referring providers, to ensure a seamless patient experience, accurate insurance navigation, and alignment with Spooner’s access, scheduling, and service expectations
Partner closely with Spooner leadership, including Sales, Marketing, and Clinic Operations, to support centralized relationship-building strategy, consistent messaging, and alignment between referral development efforts and Central Client Services workflows
Build and maintain strong working relationships with Clinic Directors to support clinic-level efficiency, patient access, referral management, and volume growth
Serve as a liaison between Central Client Services and clinic leadership, proactively identifying trends, access challenges, or referral friction points and collaborating on solutions that improve throughput, conversion rates, and patient satisfaction
Adhere to all HIPAA standards and maintain a secure and safe working environment in accordance with OSHA regulations