Manager, Patient Services (Project Management)

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Time Type:

Full time

Department:

Patient Services

All Locations:

79 Paris Street

Position Summary:

The Manager Patient Services is responsible for the operational excellence of all registration, patient services, and clerical activities in most health center operations. Assures departments' delivers quality services in accordance with health center mission and with applicable policies, procedures, and professional standards. Directly manages 3 Supervisors, 2 Team Leaders, 2 Insurance Coordinators, and indirectly oversees another 40 Patient Access Representatives/Coordinators. This staff is responsible for registration, check in/out, insurance verification, cash collection, appointment scheduling, patient services, including PCP assignments and patient feedback and satisfaction. This position manages human resources to promote positive employee relations and assure quality services. Coordinates training of Patient Access Representatives/Coordinators, and all other staff performing the registration and patient service function. Assists the Director of Patient Access in measuring the success of continuous improvement efforts in maximizing health center revenues and improved patient experience throughout the registration and check in process. Also assists with special projects pertaining to increasing patient access to services at the health center.

ESSENTIAL DUTIES:

• Supervise the activities of approximately 3 (number may vary) Supervisors and/or Team Leaders whose primarily responsibility is the Patient Registration function.
• Directly supervise the activities of between 8 and 12 (number may vary) Patient Access Representatives/Coordinators /Patient Flow Coordinators/ Insurance Coordinators/ Member Advisors, primarily responsible for the Patient Registration, Member Services, and Clerical Support functions throughout the health center.
• Plan, coordinate, and lead regular staff meetings with Supervisors and Patient Access Representatives as needed
• Coordinate the planning and delivery of all Registration training including new staff training, re-training for existing staff, on-going continuous improvement in skill development and  training for all registration staff and any other staff performing a registration function
• Facilitate the completion, continuous updates of the Registration and Member Services Policy & Procedure manuals and all related tools to improve and enhance all staff in the Member Services and Registration areas access of up to date, practical, user-friendly written information
• Implement and maintain registration and member services standards, policies and procedures in conjunction with the VP; continuously identify areas in need of policy development
• In conjunction with Human Resources Department, manage the hiring, staff retention efforts, performance appraisal, and corrective action processes for Registration staff
• Continuous and effective communication with the Director of Patient Accounts (or equivalent) to effectively manage the work flow for the maximization of health center revenues through accurate and complete insurance registration entry on the front end, quality review of the encounter form completion during or after the patient visit, and accurate and complete charge entry; make recommendations for continuous improvement in the work flow
• Continuous and effective communication with appropriate IT Project Manager in the implementation of EPIC updates, creating systems solutions to streamline functions and minimize duplication, and developing reports to evaluate performance of Registration and Member Services staff and the department as a whole
• Identify, track and report on various measures to continuously improve performance of all positions within Registration and Member Services, specifically the registration and member service functions including the delivery of quality patient service, quality of the information entered in EPIC, and various outcomes
• Problem solve with the various departments performing registration functions in identifying areas for improving patient flow and overall departmental efficiency
• Review staff productivity and performance
• Assist Vice President in departmental Continuous Improvement Projects and other special project planning; solicit input from staff and involve staff in the implementation process as appropriate
• Liaison with internal functional departments, i.e., Finance, IT, Human Resources, Clinical Practices, Medical Records, Interpreter Services, Facilities, Purchasing, and Administration

EDUCATION:          

• Four year college degree or combination of education and experience.

EXPERIENCE:

• Minimum of 3 to 5 years supervisory experience
• Knowledge of managed care, the various insurance plans, registration practices and protocols strongly needed
• Understanding of and experience with NeighborHealth systems, processes, policies and procedures a plus
• Minimum of 3 to 5 years work experience in a health care or customer service environment

SKILLS/ABILITIES:

• Strong leadership, initiative, and supervisory skills
• Exceptional customer service and problem solving skills 
• Excellent communication and interpersonal skills
• Strong organizational and time management skills
• Awareness and appreciation of the continuous improvement processes
• Strong computer skills
• Awareness of state of the art technology to solve operational issues
• Analytical skills necessary to review reports and identify trends/issues
• Demonstrates ability to work in a fast paced environment performing multiple tasks simultaneously

PAY RANGE:

$ 79,040 up to $ 122,720 based on experience

EEO & Accommodation Statement:

NeighborHealth is an equal employment/affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to HRrecruit@NeighborHealth.com or call 617-568-4480 to let us know the nature of your request

Federal Trade Commission Statement:
According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website. We do not ask or require downloads of any applications, or “apps.” Job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.

E-Verify Program Participation Statement:

NeighborHealth participates in the Electronic Employment Verification Program, E-Verify. As an E-Verify employer, all prospective employees must complete a background check before beginning employment.