Patient Services Manager

Massachusetts Eye Associates provides comprehensive eye care services designed to improve vision and enhance quality of life. The practice offers both routine eye examinations and advanced ophthalmologic care.

The Patient Services Manager is responsible for overseeing patient access functions across multiple office locations, including front desk operations, call center operations, patient scheduling, registration, and point-of-service collections. This role provides leadership, coaching, and support to frontline staff to ensure a positive patient experience, accurate registration processes, and consistent service standards throughout the practice.

The Patient Services Manager serves as a key partner in implementing new processes, workflows, and technologies that improve the patient and staff experience. This individual works collaboratively with the Practice Administrator, physicians, clinical leaders, and department managers to support organizational initiatives, promote staff engagement, and ensure successful adoption of new systems and procedures.

• 1.High school diploma or equivalent required;
  Associate's or Bachelor's degree preferred.
• 2.Minimum of 3-5 years of experience in a medical practice setting.
• 3.Previous supervisory or leadership experience in front office, patient access, scheduling, or call center operations.
• 4.Experience managing staff across multiple locations preferred.
• 5.Strong understanding of patient registration, scheduling workflows, insurance coverage identification, and front-end collections.
• 6.Experience training staff and implementing new processes or systems.
• 7.Ophthalmology experience preferred.
• 8.Compulink EHR experience preferred.

• 1.Strong leadership and team-building skills.
• 2.Excellent communication and interpersonal abilities.
• 3.Ability to coach, motivate, and develop staff.
• 4.Strong organizational and problem-solving skills.
• 5.Knowledge of patient scheduling, registration, and front-office workflows.
• 6.Understanding of insurance coverage requirements and front-end processes that support accurate eligibility and registration.
• 7.Experience supporting technology implementation and staff adoption of new systems.
• 8.Ability to manage competing priorities in a fast-paced medical practice.
• 9.Strong customer service and patient relations skills.
• 10.Proficiency with EHR, practice management software, Microsoft Office, and phone systems.

• Supervise and support front desk and call center staff across all practice locations.
• Recruit, onboard, train, and mentor team members.
• Conduct performance evaluations and provide ongoing coaching and feedback.
• Develop staff schedules and ensure adequate coverage.
• Foster a collaborative, patient-centered culture focused on accountability and service excellence.
• Promote cross-training and consistency among locations.

• Oversee daily front office operations, including patient check-in and check-out processes.
• Ensure accurate collection of patient demographic and insurance information.
• Monitor front-end collection processes, including copays, deductibles, and patient balances.
• Assist staff with escalated patient concerns and service recovery.
• Support consistency in registration workflows and customer service standards across all offices.

• Monitor scheduling accuracy and service levels.
• Support efforts to maximize provider schedules and patient access.
• Assist with resolving complex scheduling and patient communication issues.
• Ensure timely handling of patient inquiries and requests.

• Partner with the Practice Administrator and leadership team to implement new workflows, systems, and patient access initiatives.
• Serve as a resource and champion for staff during process changes and technology implementations.
• Assist with implementation, optimization, and staff training for new phone systems and communication technologies.
• Help develop standardized procedures across locations to improve consistency and service delivery.
• Identify opportunities to simplify workflows and improve the patient experience.

• Ensure staff follow established procedures for obtaining complete and accurate demographic and insurance information.
• Support processes that help identify potential insurance coverage concerns during scheduling and registration.
• Collaborate with the Billing Manager and Revenue Cycle team to address…