Patient Services Manager

Gailey Eye Clinic•Bloomington, IL

23h•Hybrid

About The Position

The Patient Services Manager ensures that the patient’s initial contact with Gailey Eye Clinic (via phone or in-person appointment) is a friendly, efficient, and satisfying experience not only for the patient, but for staff as well. This role oversees the full operations of the front office (optical reception, check-in, check-out) for all Gailey Eye Clinic offices. The primary goal is to ensure the patient's first impression is a positive, welcoming experience, keeping customer service at the forefront of staff training and development. This position involves managing front office staff, implementing solutions for efficiency, monitoring reports, creating schedules, and resolving patient complaints. The role also requires collaboration with other department managers, assisting HR with hiring processes, and exploring innovations for check-in/check-out procedures. This job description is a general overview and employees may perform other duties as assigned.

Requirements

Experience in customer service environment required.
Excellent communication skills, both written and oral.
Strong analytical skills.
Strong interpersonal and relationship building skills.
Able to work independently & effectively in a team environment.
Strong organization and planning skills.
Able to work effectively with the public.

Nice To Haves

2+ Years Experience Working in a Medical Front Office Preferred.
Previous Management Experience and/or Training Preferred.

Responsibilities

Ensure the patient’s first impression is a positive, welcoming experience.
Keep customer service at the forefront of staff training and development.
Keep Front Office Staff up to date and informed of all policies and procedures having to do with Front Office, Collections, Customer Service, and Scheduling, including holding regular staff meetings.
Set and maintain standardized training for all new and established Front Office Staff.
Implement solutions to make the department more efficient and reduce errors.
Set up and monitor reports on productivity, collections, and patient demographics to ensure efficiency and checks/balances.
Create staff work and travel schedule to ensure adequate staff in all office locations.
Coordinate staff PTO, flex time in coordination with clinic supervisors and approve payroll.
Work closely with other department managers, making sure information is properly collected for those departments (Patient Accounts, OA Work Ups, Optical, etc).
Resolve patient complaints pertaining to scheduling, insurance authorizations, and staff performance.
Perform annual performance evaluations on Bloomington Front Office Staff and work closely with Clinic Supervisors in annual evaluations of satellite Front Office Staff.
Have the ability to back up all aspects of Front Office in case of staff shortage.
Assist HR in interviewing and hiring new employees, coach, discipline, promotion, and transfer.
Look for new ways to innovate and make check-in/check-out more efficient through the use of self-check-in, software integration, and NextGen utilization with the Software Support Specialist.
Work with Call Center as needed with policy updates, staff coverage, and questions.