Patient Services - Patient Services Manager

San Diego Community Health Center•San Diego, CA

About The Position

The Patient Service Representative (PSR) Manager provides leadership and oversight of the daily operations of the patient service representative, referrals coordinator and call center team. The PSR Manager ensures that patients receive excellent customer service, appointments are scheduled efficiently, and all administrative tasks are completed accurately and in a timely manner. Must be able to demonstrate knowledge and skills necessary to perform all job-related activities as outlined below. Essential Duties and Responsibilities: Primary Functions: Manage and supervise staff including hiring, training, and performance management. The manager ensures the team has the necessary resources and training to perform their duties effectively. Primary Functions: continue Develop and implement policies and procedures to ensure efficient and effective patient service operations. Set expectations in full detail, provide feedback in “real time,” and maintain individual accountability of staff members through performance reviews, outcome measuring and the development of their improvement plans. Manages staff daily timesheet approval.Provides staff training as necessary and ensures compliance with initial and annual mandatory training. Evaluates staff performance either directly or in collaboration with RN, Clinic Manager. Oversee appointment scheduling, registration, insurance verification, and payment processing to ensure accuracy and compliance regulations. Developing and implementing strategies to improve patient satisfaction and experience. This includes ensuring that patient interactions are handled professionally and efficiently, from scheduling appointments to managing billing inquiries and resolving complaints. Monitor patient satisfaction levels and implement improvements to enhance the patient experience. Collaborate with medical, behavioral, and integrated medicine departments to coordinate patient care and resolve issues or concerns. Ensure compliance with all healthcare regulations including HIPAA, OSHA, and other privacy laws. The manager is also responsible is responsible for implementing quality assurance measures to maintain high standards of patient care and service. Streamline workflows to reduce wait time and improve patient flow. Analyzing data to identify bottlenecks in service delivery and implementing process improvements. Overseeing insurance verification process to ensure accuracy and compliance. Ensuring the sliding fee scale is presented to patients, guiding them in accurately completing the necessary forms, and reviewing these documents for compliance. Develop and maintain relationships with insurance providers and other external stakeholders. Monitor and manage departmental budget and resources. Participate in meetings and communities as required. Stay informed about changes in healthcare regulations and best practices. Other duties as assigned.

Requirements

Bachelor’s degree in healthcare administration or related field.
Minimum of 3 years FQHC experience.
2 years healthcare management experience.
Proficiency with Microsoft office and electronic health records (EHR) software.
Knowledge of HRSA, healthcare regulations, including HIPAA and other privacy laws.
Current BLS, CPR certification (American Heart Association)
Has a clean driving record and insurance as required by the state.
Has reliable transportation.
Strong leadership and management skills.
Excellent oral and written communication skills.
Excellent time management skills
Excellent organizational skills and attention to detail.
Ability to maintain confidentiality and meticulous records.
Excellent interpersonal skills.
Able to deal effectively with a diversity of individuals.
Ability to establish and maintain cooperative working relationships with all during the course of work.
Able to perform basic mathematical calculations necessary to perform the job function.
Must be reliable and extremely trustworthy.
Able to lift/move up to 25 pounds, move from place to place.
Able to sit at a desk and work on a computer for prolonged periods.
Able to stand, bend and reach for prolonged periods.
Ability to do math, organize and prioritize workload, work effectively and efficiently under stress.
Ability to supervise, multitask, understand, and follow instructions.
Ability to proficiently read, write, speak, and understand English.

Nice To Haves

Experience serving a multinational, multicultural population.
FQHC background.
Familiarity with Community Health Clinics and/or Indian Health Clinics.
ECW EHR.

Responsibilities

Manage and supervise staff including hiring, training, and performance management.
Develop and implement policies and procedures to ensure efficient and effective patient service operations.
Oversee appointment scheduling, registration, insurance verification, and payment processing to ensure accuracy and compliance regulations.
Developing and implementing strategies to improve patient satisfaction and experience.
Monitor patient satisfaction levels and implement improvements to enhance the patient experience.
Collaborate with medical, behavioral, and integrated medicine departments to coordinate patient care and resolve issues or concerns.
Ensure compliance with all healthcare regulations including HIPAA, OSHA, and other privacy laws.
Streamline workflows to reduce wait time and improve patient flow.
Analyzing data to identify bottlenecks in service delivery and implementing process improvements.
Overseeing insurance verification process to ensure accuracy and compliance.
Ensuring the sliding fee scale is presented to patients, guiding them in accurately completing the necessary forms, and reviewing these documents for compliance.
Develop and maintain relationships with insurance providers and other external stakeholders.
Monitor and manage departmental budget and resources.
Participate in meetings and communities as required.
Stay informed about changes in healthcare regulations and best practices.
Other duties as assigned.