Patient Services Manager

IBJI Rehab Services Westmont is excited to offer a Patient Services Manager opportunity.

We would like to talk to you if you

• Thrive in a fast paced, multifaceted public-engaging environment
• Want to work in a culture of “Trust, Respect and Pride”
• Are professional, positive, engaging, and personable
• Are passionate about making memorable connections and following through
• Rarely settle for the status quo and bring ideas to create better teams
• Demonstrate professional verbal and written communication
• Move easily through multiple technical software platforms
• Have experience in a fast paced medical office

Front Desk Duties

• Face to face and over the phone patient contact as it relates to scheduling requests, collecting patient balances and communicating insurance benefits
• Provide daily support to the management and staff as needed
• Manage heavy phone reception, scanning/emailing, faxing, and other clerical duties

Summary

The Patient Services Manager (PSM) position is responsible for the overall daily front desk operations and supervision and development of administrative staff. The Patient Services Manager maintains a positive, professional, and team-oriented front desk environment. This role is accountable for front desk staff operational performance and stability. The Patient Services Manager exemplifies professionalism, sound judgment, operational expertise and customer service excellence in accordance with company core values and standards.

Responsibilities

• Review of the analytics platform, provider schedules, and patient accounts weekly
• Ensure optimal patient access options via cross clinic collaboration and scheduling, work queue management, central scheduling team support, and involvement of the Manager
• Ensure that Front Desk team members are proficient in all front desk best practice operations as detailed in their respective Job Description
• Supervise and coach Front Desk team members to meet administrative metrics relative to visit capacity, collections, and new referral follow through
• Serve as administrative lead when issues require escalation/direction for resolution
• Meet with direct Manager to review status of clinic initiatives, analytics, goals and metrics weekly
• Develop relationship with the local Physician Administrator
• Manage the Performance Appraisal cycle of support staff
• Manage staff time off and coverage options
• Conduct on-site interviews of new hire support staff (as applicable)
• Manage all tasks as assigned on New Hire, Transfer and Termination processes
• Attend monthly management meetings and conference calls as required
• Communicate effectively with company staff and utilize/navigate company resources appropriately
• Participate as needed in special projects or other clinic coverage as requested
• Assist in maintaining a clean and safe work environment
• All other duties as assigned

Competencies

• Leadership
• Initiative
• Communication Proficiency
• Relationship Building/Team Building
• Critical Thinking and Problem Solving
• Organizational Skills
• Technical Proficiency in practice management and physician/Rehab specific electronic health record software systems

Work Environment

• Flexible to work opening and closing shifts, or any shift as determined by clinic needs
• Fast paced professional office setting
• Routine use of standard office equipment such as computers, phones, photocopiers, filing cabinets, scanners, and fax machines
• Travel required for meetings or coverage=

Education and Experience Requirements

• Bachelor's Degree or higher (Healthcare concentration preferred) or the equivalent of 3 years of customer service management experience (Healthcare background preferred)
• Displays professional and effective writing and verbal communication skills
• Versed in technical skills such as EMR software; Practice Management software; Windows; MS Office; Email access; internet navigation
• Typing speed minimum 40 words per minute
• Physical Requirements
• Ability to lift a maximum of 20 pounds to waist height
• Ability to be standing and sitting on a Frequent basis during the day
• Ability to work on a computer on a Frequent basis during the day

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