Manager, Patient Services

At Signature Health, our purpose is to provide integrated healthcare for our community specializing in patients with mental illness and/or addiction because we want people to realize their highest potential. If you align with our core values, putting people first, striving for excellence in the work you do each day and have a can-do mindset, then Signature Health is the best place for the next step in your rewarding career. As a full-time employee, you will have access to the following employer/employee paid benefits:

• Medical, Dental, Vision, 401k match, HealthJoy - a no cost medical and mental health online resource available Day 1, and much more
• Robust earned paid time off program (PTO)
• Federal Loan Forgiveness Program (available on eligible roles)
• Professional Development Support

SCOPE OF ROLE

Reporting to the Patient Services Director, the Manager, Patient Services acts as an integral member of site leadership. The Manager, Patient Services is responsible for ensuring the quality of patient experience both in office and over the phone through accurate and efficient patient scheduling, and by maintaining a complete and up-to-date record of demographic information and patient data, including insurance information in the EHR. The Manager, Patient Service directly oversees the Patient Service Representative (PSR) team and their day-to-day responsibilities.

HOW YOU’LL SUCCEED

• Lead by example by demonstrating mastery of SH registration process, scheduling protocols, insurance verification and check-in workflow.
• Develop processes and materials needed to effectively train PSR team members and achieve/maintain a high level of competency across all job functions.
• Recognize opportunities and initiate continuous process improvements to ensure PSR teams are innovative and efficient, and collaborate to ensure site operations are as well.
• Ensure adequate staffing and coverage by providing data to support additional FTEs, ensuring timely position requests, managing team PTO and effectively prioritizing responsibilities.
• Lead staff development through on-going coaching, education, training, and by effectively leveraging supervision and the APR process.
• Collaborate with managers to ensure effective communication and site-wide understanding and adaptation to new initiates or processes.
• Balance monies collected on-site and ensure accurate deposits.
• Identify and address errors and/or oversights to prevent patient impact and ensure positive patient experience.
• Develop productivity and quality measures for the PSR Team and monitor performance through reporting, audits and call review.
• Ensure excellent attendance with minimal unplanned time off/call-offs. 
• Demonstrate a high level of proficiency in Epic other platforms used by SH.
• Protect patient confidentiality and right to privacy by adhering to HIPAA regulations.
• Other duties as assigned.

KNOWLEDGE & EXPERIENCE

• High School Diploma or equivalent required. 
• 5+ years’ experience in patient access/registration, scheduling, insurance, hospital operations, or related medical operations required with demonstrated knowledge of Medicaid, Medicare, and third party payer required.
• Demonstrated knowledge of inbound call management in a healthcare setting required.
• 2 year of people leadership experience in a related field required.
• Medical Terminology required.
• Demonstrated proficiency with Microsoft Office, Word, and Excel. 
• Experience working with an EHR system required; EPIC experience preferred.
• Possess a general knowledge of mental health, substance use, and primary care practices preferred.

WORKING CONDITIONS

• Work is normally performed in a typical interior/office/clinical work environment.
• While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.
• Requires periods of sitting, standing, telephone, and computer work.  
• Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.
• Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
• Possible exposure to blood borne pathogens while performing job duties.
• Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
• Sufficient dexterity to operate a PC and other office equipment.

This Success Profile is not an exhaustive list of all functions or requirements that you may be required to perform; you may be required to perform other job-related assignments as requested by your supervisor or the company. You must be able to perform the essential functions of the position satisfactorily; however, if requested, reasonable accommodations may be made to enable you to perform the essential functions of this job, absent undue hardship. Signature Health may revise this Success Profile at any time, with or without advanced notice. 

All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy. This policy requires employees to obtain an annual flu vaccination. A medical and/or religious exemption may be submitted for review by the Signature Health Review Committee. Exemption requests are not guaranteed to be approved. Signature Health is a drug-free workplace. After receiving a conditional job offer, all applicants must successfully pass a pre-employment drug screen.