Patient Services Manager

First Fertility•Plano, TX

21h•Onsite

About The Position

Fertility Specialists of Texas (FST) is a leading fertility clinic known for our advanced treatments and compassionate, patient-centered approach. With high success rates and exceptional care, we provide services including fertility consultations, egg, sperm, and embryo freezing, IUI, and IVF. Our dedicated team supports patients every step of the way. We are seeking a Patient Services Manager to lead our team in delivering exceptional care to our patients. This role will report to the Regional Executive Director and will oversee all aspects of patient interaction within our office. This role is responsible for managing the patient services team, ensuring high-quality patient care, and maintaining a supportive environment. The Patient Services Manager ensures that all patient-facing and non-patient facing operations run smoothly and efficiently, from initial consultation to ongoing treatment, while upholding our commitment to compassionate and individualized patient care.

Requirements

Bachelor’s degree in healthcare administration, business, or a related field; preferred.
Minimum of 3-5 years of experience in a healthcare or infertility setting, including management experience; required.
Proven ability to manage a team and foster a patient-focused environment.
Excellent communication and interpersonal skills, with the ability to handle sensitive patient concerns.
Strong verbal and written skills for interacting with patients, staff, and other departments.
Proficiency in using patient management software and electronic health records (EHR) systems.
Strong organizational skills, with the ability to manage multiple tasks and priorities effectively.
Critical thinking to address patient concerns and operational challenges.
Ability to oversee multiple processes and ensure smooth clinic operations.
Work closely with clinical, financial, and administrative teams to optimize the patient experience.
Understanding of healthcare regulations, HIPAA compliance, and best practices in patient confidentiality.

Nice To Haves

In-depth knowledge of patient care processes and clinic operations, specifically within infertility or reproductive health; preferred.

Responsibilities

Lead and manage the patient services team, including, financial services representatives, new patient coordinators, and front desk coordinators.
Oversee patient scheduling, intake processes, financial services, appointment coordination, ensuring timely and efficient services.
Monitor patient satisfaction and address any concerns or feedback to continuously improve patient experience.
Serve as a point of escalation for complex patient issues, providing solutions and support.
Ensure compliance with HIPAA and other patient confidentiality and regulatory standards.
Collaborate with clinical and administrative teams to streamline patient flow and ensure a seamless experience from consultation through treatment.
Develop and implement patient service protocols, workflows, and best practices to enhance efficiency.
Manage and track patient inquiries, responses, and overall communication with the clinic.
Prepare reports on patient services performance, including scheduling metrics, satisfaction scores, and operational efficiency.
Provide training, support, and mentorship to the patient services team, fostering a culture of excellence and compassion.
Work closely with billing teams to assist with patient payment processes and ensure accurate communication regarding insurance and financial policies.