Patient Services Manager

Nascentia Health • Syracuse, NY

379d • $84,195 - $107,132

About The Position

This role is responsible for overseeing the referral and scheduling processes, ensuring timely and efficient information flow, and maintaining communication with Home Care Coordinators. It involves managing the Referral and Scheduling Center, including monitoring staff performance and productivity, and providing ongoing training. The role includes developing, updating, and ensuring compliance with policies, procedures, and SOPs to streamline departmental processes. Additionally, the position requires adherence to federal, state, and local regulations, and collaboration with executive leadership to improve operational efficiency and promote consumer engagement. The role also focuses on integrating population health management, fostering community relationships, and promoting continuous development of staff and services.

Requirements

• Bachelor's degree in health care administration or a related field from an accredited institution.
• Registered Nurse (RN) with an active NYS License preferred.
• A minimum of two years of experience in a healthcare organization, prior leadership experience preferred.
• Prior experience in scheduling and coordinating care is preferred.
• Strong organizational skills with the capability to work independently.
• Excellent communication skills and problem-solving abilities.
• Proficiency in various computer software programs.
• Competency in Excel and Microsoft Office is required.

Responsibilities

• Ensure the timely and efficient gathering of information necessary for the delivery of quality and safe patient care.
• Facilitate the flow of information from referral sources to staff.
• Maintain close communication with Home Care Coordinators (HCCs).
• Assess that referral information is complete and accurate when problems occur and as needed.
• Assess insurance verification and authorizations when problems occur and as needed.
• Serve as a liaison between referral staff and other departments as needed.
• Ensure the efficient flow of information from referral through to scheduling.
• Oversee the running and utilization of capacity information to manage the number of referrals accepted each day.
• Gather and analyze data on referral statistics.
• Establish and monitor performance expectations for staff.
• Identify and address performance issues as they arise.
• Monitor staff productivity and assist staff in achieving productivity goals.
• Provide training to staff on an ongoing basis.
• Develop, implement, and continuously update policies, procedures, and standard operating procedures (SOPs) to streamline department processes.
• Assist in the development of agency policies and procedures and communicate them to staff.
• Ensure compliance with agency policies, practices, and procedures.
• Assist in developing job qualifications and job descriptions for staff.
• Demonstrate knowledge and use of agency personnel policies and procedures.
• Ensure compliance with federal, state, and local regulations governing home care.
• Ensure staff adherence to reimbursement requirements.
• Demonstrate knowledge of quality improvement processes, such as clinical record audits, utilization review, and risk management.
• Interpret government regulations and guidelines as needed for admission and readmission decisions.
• Collaborate with executive leadership to identify operational improvement opportunities and align strategic objectives in promoting consumer engagement and healthcare provider relationships.
• Lead in the integration of population health management by demonstrating the organization's contributions to improving the health of the communities.
• Drive and implement processes and policies focused on improving and developing a premier customer service organization.
• Develop and build reliable sources of information to fulfill the organization's responsibility in educating consumers and the healthcare community regarding positive health behaviors.
• Represent the organization's mission through promoting innovative programs that foster the development of relationships with other healthcare systems and reduce instances of undesirable patient outcomes.
• Identify, develop, and promote services as a community liaison to increase referrals, implement growth model strategies, and surpass the competition.
• Attend at least two in-services or continuing education programs per year to stay current in-home care.
• Attend scheduled management meetings.
• Work cooperatively with staff, managers, and community resources.
• Participate in agency or community committees.
• Demonstrate knowledge of community needs and promote the development of appropriate programs and services.
• Maintain communications with the V.P of Patient Services.
• Promote a positive work environment within the Department and promote positive communication between staff members.
• Perform all other duties as assigned.

Benefits

• Competitive Salary [This position is an S05-S06 Exempt position with a min-max rate of: $84,195- $107,132]
• Retention Bonuses
• Internal Mentoring Program
• 401K with generous Employer match
• On-Site Gym (free for all employees)
• Medical, Dental, Vision plans
• Tuition Reimbursement
• Partially funded HSA
• Employee Recognition Platform
• Paid Time Off, Holidays, Sick and Extended Sick Leave
• Short/Long term Disability
• Employee Assistance Program (EAP)
• Much More!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees