Patient Services Operations Manager

Neighborcare Health•Seattle, WA

40d•$68,494 - $84,926

About The Position

The Patient Services Operations Manager provides strategic and operational leadership for Patient Services Representatives (PSR) and Patient Services Representatives - Lead across multiple clinical sites. In partnership with Clinic Administrators of assigned sites, this role oversees all front office operations and direct leadership of assigned staff, including day-to-day oversight of clinic schedules to meet patient access needs. The Manager is responsible for optimizing patient care delivery and supporting a positive staff experience. As a key member of the operations leadership team, this role partners with site leaders, clinical teams, and centralized departments to drive workforce development, operational excellence, and a culture of safety, accountability, and continuous improvement.

Requirements

Knowledge of HIPAA and confidentiality regulations as they apply to patient and staff information
Knowledge of electronic medical records (Epic preferred), including navigation, task management, and basic reporting
Knowledge of principles of standardized clinical workflows and performance improvement
Knowledge of culturally responsive practices and an understanding of how identity (race, ethnicity, gender, etc.) intersects with patient and staff experience
Intermediate knowledge of front office operations, including patient check-in, registration, and point-of-service collections
Intermediate knowledge of insurance reimbursement processes, including eligibility verification and authorization workflows.
Knowledge of customer service principles, including service recovery techniques for resolving patient and staff concerns professionally and empathetically
Ability to maintain confidentiality and comply with HIPAA and privacy regulations
Ability to supervise, coach, and support development for large or dispersed teams (10-25 staff)
Ability to lead and manage through change, including the implementation of standardized workflows
Ability to de-escalate concerns, resolve issues, and maintain professionalism in high-pressure situations
Ability to assess, prioritize, and respond to competing operational needs in a fast-paced, high-pressure clinical environment
Ability to navigate interpersonal and performance-related concerns with empathy, discretion, and professionalism
Ability to work effectively with individuals from diverse backgrounds, including across racial, ethnic, cultural, gender identity, and socioeconomic lines
Ability to adapt and remain resilient in response to staffing fluctuations, evolving priorities, and process changes
Ability to work evenings and weekends, as needed
AA Degree or equivalent; or high school diploma or GED
2 years of leadership in a professional setting

Nice To Haves

Electronic medical record experience. Experience with Epic preferred.
Experience supervising across multiple clinic locations or service lines
Bachelor's Degree
2 years of leadership experience in medical or dental clinic, specifically overseeing one or more of the following functions: patient check-in, patient scheduling

Responsibilities

Provide direct supervision, coaching, and professional development for a regional team of 10-25 PSR, including PSR Leads.
Lead recruitment, onboarding, training, evaluations, and corrective actions with HR and site leaders; coordinate and support onboarding and performance of staff including float pool staff and volunteers at assigned clinics.
Conduct regular 1:1 meetings to support staff growth, retention, and performance.
Foster a high-trust, inclusive work environment that encourages open dialogue, collaboration, and innovation.
Monitor and adjust staffing and FTE levels across clinics based on operational needs, including same-day coverage coordination and long-term staffing planning. Collaborate with Clinic Administrators on scheduling, timekeeping, and workforce planning.
Ensure direct reports complete required training, competencies, and documentation.
Facilitate training and support staff in pursuing advanced skills and leadership pathways.
Lead and/or facilitate staff and team meetings, including but not limited to creating agenda, tracking deliverables and minutes.
Participate in organizational planning and policies or procedure development with central Operations team and leadership.
Implement and monitor standardized workflows for all Patient Services front office operations, ensuring alignment with organizational standards and regulatory requirements.
Monitor and adjust staffing across clinics based on operational needs, including schedule creation, same-day coverage coordination, and long-term planning.
Ensure compliance with cash handling procedures and complete daily reconciliation.
Complete required Front Office process and financial reports in a timely manner.
Develop training materials and tools for staff. Conduct monthly Revenue Cycle Front Office operations training for new and current staff, in partnership with Director of Revenue Cycle and peer leaders.
Use data and feedback to identify process improvement opportunities. Lead and/or support implementation of solutions to improve patient services operations efficiency, patient access, and clinical quality.
Work with assigned clinic Lead teams to plan for long-term patient and staff needs, resources, and process improvements.
Support resolution of patient issues and/or complaints in a timely manner. Escalating to site leadership, as needed, to ensure effective outcomes.
Champion a culture of equity, safety, and continuous improvement that aligns with Neighborcare's mission and core values.
Partner with assigned clinic site lead team during annual budgeting.