Patient Services Manager

The Patient Services Manager is responsible for the direct supervision and day-to-day operations of all non-clinical functions of the practice. The manager will lead patient care departments and teams, including, but not limited to, patient access (scheduling, insurance verification, pre-authorizations, financial services (charge entry and collection of payments), and medical records. The Patient Services Manager is responsible for ensuring smooth operations and developing and implementing Patient Services solutions to meet patient needs, while also ensuring compliance with Company and healthcare standards, as well as maintaining the safety and security of the patients, staff, and facility. The Patient Services Manager will focus on providing high quality patient care, teamwork, as well as proactively managing and resolving patient or staff issues that arise.

ESSENTIAL RESPONSIBILITIES:

· Effectively staffs, trains, supervises, and leads all Patient Services staff and ensures that everyone understands their responsibilities specific to that area and has the necessary tools and resources to be successful.

· Assures smooth daily departmental operations

· Establishes department goals and tracks progress toward these goals for quality improvement, fiscal productivity, and patient satisfaction.

· Understands key measures of departmental operations that indicate stability of care and processes. Monitors these indicators, identifies improvement opportunities and participates in resolving problems identified.

· Responsible for identifying bottlenecks and making suggestions to address them, including other team members who might be affected in the solution

· Responsible for assuring availability of supplies and equipment necessary to deliver quality patient care.

· Coordinates repairs and maintenance to assure prompt resolution of issues

· Apply and maintain a customer service-oriented environment with all teams, address patient complaints/concerns as they arise and escalates to director when appropriate

· Aware of OSHA standards, assures compliance and reports/resolves concerns appropriately

· Understands and articulates process for policy and procedure initiation and review, following through on revisions in a timely manner

· Understands, monitors, and maintains compliance with established practice and Corporate SOPs, accreditation standards, and healthcare regulatory standards

· Establishes systems to maintain the highest customer service standards throughout the practice.

· Responsible for all OSHA related issues; and communicates with the Safety Officer.

· Responsible for all HIPAA related issues; and communicates with the Privacy Officer.

· Assure financial representatives are maintaining patient accounts by obtaining, recording, and updating financial and insurance information accurately and timely

· Oversee service authorizations

· Assumes authority, accountability, and responsibility for the formal and informal direction of the patient care teams.

· Keep staff informed using effective communication techniques including staff meetings, newsletters, email, etc.

· Other duties as assigned

Carries out supervisory responsibilities in accordance with Inception’s leadership philosophy, policies and applicable laws. Responsibilities include leading by example, interviewing, hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION AND/OR EXPERIENCE:

· High school diploma or equivalent required, Associate’s or Bachelors’ degree preferred

· At least 1 year of leadership/supervisory experience required.

· Experience in a medical office practice required, women’s health or OB/ GYN preferred

· Demonstrated expertise in continuous quality improvement, customer service, and team building.

*The Prelude Network is part of Inception Fertility, a family of patient-centered, tech-enabled brands that together seek to redefine the fertility patient experience. At Inception, we touch every stage of the fertility life cycle—from egg donations and preservation to fertilization, pharmaceuticals, and even financing—making us well positioned to help patients build families regardless of what their unique journey looks like. Our diverse portfolio also enables us to offer exceptional opportunities for professional growth across several fertility-related specialties.

Inception offers fantastic benefits to our team (Family members):

• FREE employee only coverage option for the medical, dental and vision plans plus FREE basic life insurance, EAP and long-term disability insurance!
• Adoption assistance and fertility benefits
• Maternity and paternity/partner paid leave
• 401k with generous match
• 10 Company-paid holidays
• PTO starting at 18 days/year
• Family member recognition program
• Continuing education/professional development reimbursement and time off
• Family member referral program
• HealthJoy benefit concierge service and more!