Patient Services Manager

Location: Midlothian, VA (hybrid: onsite Tuesday-Thursday, remote Monday and Friday)

Schedule: Full-time, Exempt

Pay range: $70,000-$82,000 per year

Accessia Health is a national nonprofit helping people with rare and chronic health conditions get the care they need. For more than 30 years, we have provided over $1 billion in assistance with insurance premiums, copays and other medical costs, along with case management, health education and free disability legal aid.

The Patient Services Manager runs our day-to-day patient service operations, including calls, document processing, insurance case management and mail intake. You will assign work, keep phones and queues covered, monitor quality and turnaround, and coach your team. You will supervise Patient Services Representatives, the Insurance Case Management Specialist and the Mail Clerk, and direct the daily work of staffing-agency contractors.

• Plan daily staffing, schedules, breaks and assignments to keep phones covered and documents, applications and casework moving on time.
• Monitor call queues, service levels, aging work and productivity throughout the day. Fix bottlenecks and elevate capacity gaps quickly.
• Supervise the Insurance Case Management Specialist, including assignments, caseload, follow-up deadlines and handoffs to PSRs.
• Oversee mail receipt, scanning, indexing, routing and tracking so documents are handled on time and securely.
• Maintain coverage through the close of operations and plan backup for absences.
• Set goals, hold regular one-on-ones and complete performance reviews based on documented quality and productivity results.
• Review time records and time-off requests against coverage needs. Address attendance and performance concerns with HR.
• Take part in interviewing and hiring. Lead onboarding and skill development for your team.
• Assign and monitor contractor work, and share performance feedback with HR and the staffing agency.
• Review calls and work products, track errors, give timely feedback and confirm improvement after coaching.
• Resolve escalated patient, provider and stakeholder concerns within approved procedures.
• Lead weekly team meetings and arrange onboarding, refresher training and coaching.
• Maintain dashboards for call service, productivity, turnaround, aging, quality and coverage. Keep the Director updated on risks.
• Review case data for accuracy before it goes to the Director for official reporting. Support audits and corrective actions.

Required

• Bachelor's degree in business, healthcare or a related field, or an equivalent combination of education and experience
• At least 3 years of relevant healthcare, call center, patient service or administrative operations experience, including at least 2 years supervising staff or leading a team
• Ability to manage real-time coverage and competing queues while keeping quality, turnaround and accountability high
• Experience coaching staff, resolving escalations, using performance metrics and supporting training
• Strong organization, communication and problem-solving skills; proficiency in Microsoft Office and service or case management systems

Preferred

• Patient-assistance, insurance reimbursement or nonprofit experience
• Familiarity with commercial insurance and Medicare
• Experience coordinating temporary staff and managing document-heavy workflows

This role works onsite in our Midlothian office Tuesday through Thursday and remotely on Monday and Friday. It involves long periods of sitting, frequent computer use and regular phone and electronic communication. You may occasionally need to stand, walk, reach, bend or lift up to 10 pounds. Reliable attendance is essential.…