Patient Service Manager

Responsibilities include, but are not limited to:

1. Ensure that our patient direct staff provide consistent, superior customer service.
2. Build and maintain a positive working environment that attracts and retains high-quality patient service staff.
3. Ensure that patients’ questions and issues are resolved properly and quickly.
4. Instruct patients via telecommunication and web media based instruction in the proper set-up and use of diagnostic and titration devices.
5. Provide guidance to staff in dispensing diagnostic and titration devices according to the standard operating procedures.
6. Meet patient service financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
7. Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
8. Produce operational reports and conduct frequent quality assurance audits of Patient Service Centers, including call center and Ongoing Care staff.
9. Troubleshoot patient questions regarding OSA diagnosis, treatment, and devices.
10. Monitor service calls to assess employee demeanor, accuracy of information, and conformity to company policies. Answer questions and recommend corrective action.
11. Report, analyze, and resolve system, patient, and operational issues that impact service quality. Strive to provide all patients with an outstanding experience.
12. Provide guidance to Patient Service Center employees regarding best practice telecommunication and web media patient care processes.
13. Assist in quarterly and annual inventory audits.
14. Assess department needs and manage the development of the department policies and standard operating procedures.

Requirements:

1. People person with team focus and commitment to core values. College Degree required, Master’s preferred. Minimum of 3-5 years' experience as a manager in a healthcare patient service center required.
2. Experience in a high-volume call center setting highly preferred.
3. Excellent computer experience required. Proficiency with Microsoft Office Suite (Outlook, Excel, and Word) a must; Brightree knowledge a plus. Proven ability to anticipate business issues and visualize the company's long-term goals is essential.
4. Creative self-starter who is able to effectively communicate and collaborate across all levels of an organization.
5. Familiarity with web applications, billing systems, electronic medical record systems, and patient portals a strong plus.
6. Experience mentoring, training, or supervising others with knowledge/experience of medical terminology, patient billing, healthcare insurance, and/or healthcare administration is a strong plus.
7. Demonstrated customer service focus and commitment to CQI.
8. Strong written and verbal communication skills with the ability to provide leadership on patient service and achieving key performance indicators (KPIs).
9. Ability to work quickly and multi-task essential.
10. Ability to work independently with little supervision required.