Patient Services Manager

Pediatric Therapies Hawaii LLC•Wailuku, HI

11h•$25 - $30•Onsite

About The Position

We are seeking an enthusiastic, driven, and experienced leader to join our Patient Services Division at our Wailuku Clinic. This role is responsible for overseeing the day-to-day operations of the front office at our pediatric therapy practice. This position serves as the primary scheduling coordinator for the central clinic, ensuring the seamless coordination of patient appointments, therapy sessions, and provider schedules. In addition, the Patient Services Manager supervises the Patient Services Coordinators ensuring efficient administrative operations and high-quality customer service. The practice is a growing outpatient practice on Maui, dedicated to meeting a critical need in our community by providing high-quality Physical, Occupational, and ABA Therapy services to children of all ages and abilities. Our mission is to make therapy services accessible to every child on Maui, while enabling our therapists to achieve the ideal work/life balance to truly enjoy the lifestyle that Maui has to offer. With four state-of-the-art locations across Central, Upcountry, and West Maui, we are committed to expanding our reach and positively impacting more children’s lives. At the heart of our clinic is a strong culture of 'Ohana (family), integrity, transparency, and open communication. We foster a supportive work environment where team members are encouraged to grow professionally, enjoy regular social activities, and celebrate both staff and patient successes. We offer mentorship, ongoing professional development, and opportunities to contribute to our mission of being leaders in child development services.

Requirements

At least 1-2 years of experience in a healthcare office setting, with a focus on patient scheduling and front-office operations
Familiarity with EMR (Electronic Medical Records) and scheduling software is required
Basic computer skills
Data processing/analyzing proficiency—Practice management software, Google Docs/Spreadsheets
Strong leadership, interpersonal, and communication skills
Excellent organizational and time-management abilities
Ability to manage multiple priorities in a fast-paced environment
Problem-solving skills and attention to detail
Knowledge of insurance verification, authorization processes, and patient intake procedures
Attention to detail
Team player
Tenacity to reach goals/targets

Nice To Haves

Previous supervisory or leadership experience is preferred
Experience in a pediatric setting, outpatient therapy clinic, or physician practice is a plus

Responsibilities

Supervise and mentor the administrative staff, providing guidance on front-office operations and customer service protocols.
Lead team meetings and assist with staff development, training, and performance evaluations.
Ensure that front-office staff maintain a positive, efficient, and professional work environment.
Address and resolve patient or family complaints or concerns promptly, maintaining a high level of customer service.
Work with the Administrative Director and Clinical Manager to monitor and maintain front-office workflows, ensuring efficient patient flow and minimal wait times.
Ensure compliance with clinic policies, HIPAA regulations, Protected Health Information, and other healthcare standards in all front-office operations.
Track and report on front desk metrics such as advanced schedule, % of arrival, cancellation rates, no-show and drop out statistics.
Identify opportunities for process improvements related to scheduling and front-office operations.
Greet patients and their families in a friendly, professional manner upon arrival and ensure complete and accurate check-in/check-out procedures.
Manage therapists' calendars efficiently and effectively, and help them maintain full schedules.
Answer phone calls, using your amazing communication skills and create rapport with our families.
Provide excellent customer service by addressing patient questions and concerns regarding appointment times, therapist availability, and scheduling procedures.
Handle appointment cancellations, rescheduling, and no-shows, ensuring minimal disruption to the clinic’s daily operations.
Ensure patient information is up-to-date and verified.
Review our policies and procedures with our families to ensure agreement and compliance.
Assist our families however possible to help them arrive on time for their appointments.
Help keep the clinic clean, organized, and comfortable for our kiddos, families, and staff.
Make sure supervisor and colleagues are up-to-speed and on the same page with all front desk updates and communication.
Maintain positive working relationships and clear channels of communication with colleagues and clients.