Manager, Patient Services

Description

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

• Medical, Dental, Vision, 401k match, Health Joy - 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

Full-time

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, Health Joy - 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

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.

• 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.

• 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.

• Work is normally performed…