Patient Services Manager - Spectra Health

JOB TITLE: Patient Services Manager

JOB SUMMARY: The Patient Services Manager is responsible for implementing a patient registration and customer service process that is welcoming and efficient for all Spectra Health patients. This position works closely with all clinical and administrative teams to deliver a barrier-free and efficient patient experience that reflects Spectra Health's mission and values. This position requires excellent verbal, and written communication skills, and a high level of experience delivering exceptional customer service in a healthcare setting. This position oversees and manages Spectra Health's Patient Service Representative (PSR) team. The Patient Services Manager reports directly to the Director of Quality improvement.

ORGANIZATIONAL DUTIES AND RESPONSIBILITIES

• Review and comply with regulatory standards.
• Strict adherence for privacy and confidentiality, for both patients and employees of Spectra Health.
• Champion Spectra Health's organizational values of Compassion, Trust, Respect, Equity, and Inclusivity.
• Affirm Spectra Health's culture of safety by demonstrating actions and behaviors that consistently contribute to a positive and safe work environment for our employees and guests. (i.e., timely incident reporting, resolving hazards proactively, resolving privacy and security concerns, etc.).
• A positive approach to teamwork, building collaborative positive relationships throughout the organization in order to share knowledge and experience.
• Ability to work independently.
• Be part of the solution, supporting change and participating in activities to promote organizational leadership.
• Make decisions based on what's best for Spectra Health's patients.
• Attend mandatory trainings and attend at least 80% of departmental meetings.
• Adhere to all Spectra Health's policies and procedures and serves as a departmental champion of Spectra Health's Compliance Program activities.

ESSENTIAL JOB FUNCTIONS:

• Manage Patient Service Representatives (PSR) in all Spectra Health Clinics and departments. Including hiring, training, evaluating performance, disciplinary activities, and performance appraisals.
• Organize PSR work schedules to ensure appropriate coverage at each clinic and in each department.
• Supervise and coordinate new hire training of all PSRs and engage in retraining of staff as needed.
• Lead monthly PSR departmental meetings.
• Develop and maintain a detailed PSR training manual, and other associated job tools as needed.
• Address patient complaints and feedback in accordance with relevant Spectra Health policies and procedures.
• Ensure PSR staff job accuracy and accountability through ongoing feedback and training as identified in monthly audits and other established Key Performance Indicators (KPIs).
• Serve as the key point of contact with internal Spectra Health departments for resolving registration errors, customer service concerns, or other customer service activities as identified.
• Ensure that phone calls and voice messages are being responded to in a timely manner and conduct regular audits on phone system metrics to identify areas of necessary improvement.
• Lead the PSR department in resolving questions or errors related to registration, billing, Spectra Plan, record keeping, or other patient facing revenue cycle concerns.
• Monitor and enforce timely completion of electronic medical record (EMR) work queues relating to patient registration activities.
• Support all Spectra Health departments with building and maintaining scheduling templates.
• Serve as the lead point of contact for improving Spectra Health's EMR to support patient registration activities and processes.
• Assist in all quality improvement activities that relate to the patient experience at Spectra Health including, but not limited to, responding to increased patient call volumes, adjusting no-show policies, adjusting appointment times, etc.
• As needed, assist with compliance activities as outlined in the Bureau of Primary Health Care (BPHC) Health Center Compliance Manual, Patient Centered Medical Home (PCMH) program requirements, and other regulatory agencies as needed and identified.
• As needed, assist with updating and maintaining all Spectra Health registration forms and related policies.
• Maintain necessary compliance activities as outlined in the Bureau of Primary Health Care (BPHC) Health Center Compliance Manual.
• Participate in continuing education activities and training related to patient access and clinic workflows.
• Work as a PSR if needed in order to cover periods of limited staffing.
• Other duties as assigned.

JOB QUALIFICATIONS:

Required:

• 3 years of healthcare customer service experience.
• 1 year of management experience
• High school diploma or the equivalent.
• Proficient knowledge of Windows and Office applications.
• Proficient knowledge of various electronic medical records (EPIC, Dentrix, Procentive, etc.).
• Excellent written and verbal communication skills.
• Ability to demonstrate excellent customer service.
• Ability to demonstrate excellent cultural competency.
• Proficient knowledge of healthcare privacy practices and regulations.
• Functional knowledge of health insurance billing practices.

Preferred:

• 4 years of front desk experience.
• Associate or bachelor's degree in a related field.
• 2 years of experience in an FQHC/non-profit healthcare setting.
• 2 years of management experience.
• Knowledge of medical and dental terminology.

PHYSICAL REQUIREMENTS: The Patient Services Manager is primarily a desk job that requires the ability to sit for long periods of time (up to 8 hours) at a desk or workstation. However, it is also located in a clinical environment and can require brief periods of standing as well as constant interaction with staff and patients. Periodically, the position requires lifting or carrying items that would be appropriate in an office environment, not more than 20lbs.

Remote Work: The Patient Services Manager is eligible for hybrid or remote work. For more information about remote work, please see HR Policy 1.28 - Remote Work.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

**Spectra Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation or gender identity.