Manager, Patient Services (Healthcare)

The Patient Services Manager (PSM), under the direction of the Director of Patient Services, is focused on improving patient flow, patient access, and overall satisfaction while managing and supporting Patient Services team members. The Patient Services Manager is pivotal in making sure the daily operations run smoothly, particularly in coordination with various healthcare staff (physicians, nurses, revenue cycle, etc.) and ensuring compliance with established policies. The role also involves a significant amount of responsibility for staff development and training, performance evaluations, and maintaining a positive, efficient work environment.

JOB SPECIFIC DUTIES AND RESPONSIBILITES:

Manage and oversee day-to-day patient flow and experience from check-in to check-out, including scheduling. Collaborate with front desk staff, navigation, pre-registration, and other departments to ensure a smooth and efficient process.
Plan and ensure adequate staffing coverage across practice and regional clinics within budgetary guidelines. Coordinate daily staffing needs, approve time off, and fill coverage gaps as necessary.
Review and approve payroll; monitor timekeeping and ensure staff are accurately clocking in and out.
Improve patient satisfaction and experience, addressing concerns, monitoring feedback, and actively participating in improvement initiatives.
Lead or participate in initiatives to streamline and optimize patient intake, discharge, and follow-up processes. Monitor, track, and analyze key performance indicators (KPIs) related to patient satisfaction, care delivery, and departmental efficiency.
Manage and support team performance, including preparing work schedules, assigning roles, monitoring attendance, and addressing performance issues in collaboration with the Director of Patient Services.
Lead hiring, onboarding, and ongoing training for all team members in accordance with practice policies. Facilitate learning on EMR updates, policies, and relevant systems.
Conduct performance evaluations, provide coaching, and document performance concerns. Address personnel and administrative issues promptly and professionally.
Investigate and follow up on patient and staff incidents, variances, and complaints, ensuring resolution and appropriate reporting. Address escalated problems from the patient, team, and stakeholders in a timely manner.
Perform regular audits, including staff performance, training compliance, petty cash, and departmental workflows to ensure quality and accountability.
Manage inventory and supplies by monitoring needs and ensuring timely communication with relevant leads and the Director of Patient Services for reordering.
Coordinate and communicate departmental activities, such as staff meetings, special events (e.g., Patient Services Week), and professional development efforts.
Ensure completion of assigned training and competencies by all team members, maintaining compliance with organizational standards.
Participate in ongoing leadership development, including Manager Essentials Training and sessions with the Organizational Development Advisor.

OTHER JOB REQUIREMENTS: This position will require additional hours outside the normal 8:00 am to 5:00 pm, Monday through Friday work schedule and travel

SUPERVISORY RESPONSIBILITY: Under the direct supervision of the Director of Patient Services and the general supervision of the Senior Director of Patient Services and Senior Vice President, Revenue Cycle, this position is responsible for the delivery of great customer service, efficient patient flow, and excellent patient experience, five days a week, or as directed. The Patient Services Manager is responsible for providing leadership and professional development of CARTI's patient service team members

EDUCATION, CERTIFICATION, LICENSURE and REGISTRATION:

High school graduate or GED required
Valid Arkansas Driver's License

EXPERIENCE, KNOWLEDGE, SKILLS and ABILITIES:

2-5 years of front office experience in healthcare, required.
2-5 years of leadership experience required.
Extremely proficient in Microsoft Excel, Word, Publisher, PowerPoint, etc.
Ability to work and lead others compassionately and professionally.
Manage time effectively to maximize productivity, including engaging in education, organization, or assisting others during slow periods.
Ensure compliance with regulatory and organizational standards, including infection control and safety protocols

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
Use sound judgment in decision-making and problem-solving, especially regarding patient service and safety issues.

INTERPERSONAL SKILLS:

Must interact and communicate both verbally and in written form.
Must interact and exchange information regarding patients with physicians and other departmental personnel, and outside agencies on a frequent basis while respecting the confidentiality of patient information.
Maintains a positive attitude and close working relationship with their fellow leaders of Patient Services and all leadership across all departments.
Must be able to remain professional in all communication and interactions with others, including in person, over the phone, and all written forms.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear.
The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT:
The work environment described here are representative of those an employee encounters while performing the essential functions of this job.
This position involves potential exposure to infectious diseases. Colleagues are offered appropriate vaccinations and safety training.

COMMENTS:
This description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of the job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Other functions may be assigned and management retains the right to add or change the duties at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.