Manager, Patient Services (H)

University of Miami•Miami, FL

4d•Hybrid

About The Position

The University of Miami/UHealth Department of Neurological Surgery has an exciting opportunity for a full time, hybrid Manager, Patient Services to work in Miami, FL. The Manager, Patient Services, coordinates necessary arrangements for patients. Liaison between referral sources, patients, hospitals and physicians for assistance with health care needs. Assures that medical services are coordinated in a timely, accurate and courteous manner according to established guidelines. The Manager, Patient Services is responsible for overseeing the daily operations of the Neurosurgery CA/Front desk team to ensure efficient patient access, exceptional customer service, and operational excellence. This position provides leadership and oversight of the Front Desk/Clinical Assistant team, the department's NICE system, operational reporting and analytics, and patient experience initiatives. The Manager collaborates with clinical and administrative leadership, and support teams to optimize workflows, improve patient access, enhance operational performance, and ensure the delivery of a high-quality, patient-centered experience.

Requirements

Five (5) years of healthcare, patient services, or healthcare operations experience required
Knowledge of healthcare operations, patient services, and patient access workflows.
Ability to provide day-to-day leadership, training, mentoring, and guidance to staff in a lead capacity.
Strong communication, organizational, and interpersonal skills.
Strong problem-solving and critical thinking skills.
Proficiency in Microsoft Office Suite, electronic health records (EHR), and other healthcare information systems.
Ability to work collaboratively with physicians, staff, and leadership while delivering excellent customer service.

Nice To Haves

Bachelor's degree preferred
Relevant healthcare leadership experience may be substituted for formal education

Responsibilities

Serves as primary coordinator for patient services.
Schedules appointments, registers patients, and verifies insurance coverage.
Escorts patients through all phases of the treatment process.
Communicates patient and visitor rights and responsibilities to patients, families, and staff.
Interacts with peers, practitioners, administrators, and other customers in a manner that represents the health system in a positive light.
Maintains communication with patients regarding follow-up appointments, anticipates additional needs, and educates patients on services.
Liaises between the Office of Patient Advocacy, clinic staff, and other departments to expedite appointments.
Assists with the management of the hospital’s “high sensitivity” patients.
Works closely with patient advocates in identifying areas of opportunities for process improvement, and collaborates with department leaders, practitioners, and staff to improve patient safety and satisfaction.
Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. Ensures employees are trained on controls within the function and on University policy and procedures.
Manages the daily operations, performance, and staffing of the Front Desk/Clinical Assistant (CA) team.
Supervises, coaches, trains, and evaluates Front Desk/CA staff to ensure exceptional patient service and operational efficiency.
Oversees the department's NICE system, including call routing, queue management, reporting and performance monitoring.
Oversees patient experience initiatives, including service recovery and process improvement efforts to enhance patient satisfaction.
Collaborates with departmental leadership to improve workflows, patient access, and operational effectiveness.
Ensures compliance with departmental policies, procedures, and organizational standards.
Performs other duties as assigned