Description

IMPERIAL BEACH COMMUNITY CLINIC JOB DESCRIPTION

Job Title

Patient Service Manager 

Department

Front Office/Call Center 

Status Non-Exempt 

Reports To

Director of Revenue Cycle 

This job description is intended to be a general statement about this job and is not to be considered a detailed assignment. It may be modified to adjust for necessary changes. 

Imperial Beach Community Clinic will promote a healthy community by providing quality health care and resources, with a focus on the underserved. We fulfill this mission by providing a medical home to the underserved populations, thereby improving access to primary health care for residents of South Bay. We strive to employ highly skilled professionals committed to providing quality healthcare services and addressing current health needs. We serve the community with compassion and respect while maintaining confidentiality.

 

Job Summary 

Responsible for the successful operation of IBCC’s Front Desk and Call Center. Will oversee day-to-day operations, implement the strategic vision of the department, as well as staff training, and ensure the successful achievement of departmental and organizational goals. Ensure adherence to all policies and standards, maintain quality control, staffing, training and counseling of employees. Understand and provide best practice and guidance across patient registration services and create and maintain a positive and productive working environment for staff. 

Supervises: All IBCC Patient Service Representatives including Front Desk and Call Center.

Essential Job Functions 

• General oversight of performance of IBCC PSR staff
• Create and maintain a positive work environment
• Hiring, firing, promoting, evaluating and directing the work of PSR staff
• Oversee the training of PSR staff on established workflows for patient registration, scheduling, collections and other Front Desk eCW processes
• Implement training strategies on topics such as customer service, data entry, HIPAA, insurance eligibility, quality (HEDIS) measures, Sliding Fee Scale and others.
• Oversee job assignments, timesheets, and work schedules, and recommend changes as needed
• Ensure communication of information and procedures between all locations to ensure all procedures are followed
• Ensure telephone calls are answered appropriately and in a timely manner by monitoring phone system, including answering calls as needed to keep wait times down
• Ensure accurate and complete documentation for all patient interactions including forms, insurance verification, consents and other necessary documentation
• Ensure that all IBCC patients are treated in a timely, professional and courteous manner by PSR’s
• Ensure staff is trained to allow for uninsured patients to receive the appropriate referral to resources or programs that will maximize cash collections, and be a resource for insurance eligibility questions
• Assist in the coordination of the clinics to ensure optimal customer service
• Inform staff of in-services and meetings to arrange coverage as needed
• Participate in operations related meetings and serve on committees as assigned
• Record and report any unusual occurrences by utilizing Incident Reports
• Monitor staff to ensure they are meeting productivity standards
• Monitor staff frequently to ensure they are completing all assigned tasks, specifically as it relates to the Revenue Cycle department
• Assist with the development of protocols and creation of workflows
• Complete and submit monthly Patient Services report 
• Maintain knowledge of the appointment schedule; review scheduling; reviews availability of appointments to assist in accommodating patients who request services throughout the day; coordinate access to care with clinic managers at all sites 
• Monitor phone tree to assure that all patients are reminded on the day before their scheduled appointment 
• Monitor registration metrics, such as patient wait times and registration accuracy, and patient satisfaction
• Prepare and present reports on patient registration performance and any identified trends
• Coordinate and lead staff training on new procedures and customer service; provide monthly staff meetings 
• Support the vision, mission and goals and demonstrate a commitment to the values of the organization
• Enhance professional growth and development through participation in educational programs, current literature review and in-service meetings
• Collaborate with IT and administrative teams to adopt or improve registration software and technology
• Remain current on program and payer regulations; communicate changes to staff and management
• Collaborate with Clinic Operations leadership
• Perform all other duties as assigned to support IBCC.

Minimum Qualifications 

• Bachelor’s degree in healthcare administration, Business or a related field, or equivalent combination of education and experience
• Minimum 7 years’ experience in a Call Center or Front Office setting
• Minimum 3 years’ experience in a Call Center or Front Office supervisory role
• Bilingual English/Spanish preferred.
• CPR Certification required.

Required Skills/Knowledge/Abilities 

• Strong leadership and team management abilities 
• Excellent customer service skills and commitment to providing the highest level of customer satisfaction 
• Excellent communication and interpersonal skills for patient and staff interactions 
• Knowledge of medical terminology, healthcare billing, and insurance processes 
• Familiarity with electronic health record (EHR) systems and patient registration software, preferably with eClinicalWorks
• Detail-oriented, with a focus on accuracy and compliance with regulatory requirements 
• Problem-solving and critical thinking 
• Strong organizational and time management skills 
• Ability to handle sensitive and confidential information 
• Ability to function in a fast-paced, noisy environment 
• Ability and willingness to meet the organization’s attendance and dress code policies 
• Ability to handle confidential materials and information in a professional manner 
• Experience/familiarity with computers, business e-mail, communication systems, internet search capabilities and proficient in Microsoft Office products, specifically Word and Excel