Manager Patient Services

Boston, MA, United States

Thank you for your interest in careers at EBNHC!

Everywhere you turn, you can feel it. There's an immeasurable level of enthusiasm at East Boston Neighborhood Health Center (EBNHC), one of the largest community health centers in the country. From the nurses and physicians on the front line of patient care, to the managers who shape our policies, to the customer service representatives who keep our facilities running smoothly - everyone here has a role in making medicine better.

Interested in this position? Apply on-line and create a personal candidate account!

Current Employees of EBNHC - Please use the internal careers portal to apply for positions.

To learn more about working at EBNHC and our benefits, check out our Careers Page at careers.ebnhc.org.

Time Type:

Full time

Department:

Patient Services

All Locations:

East Boston

Description:

Position Summary: The Manager Patient Services is responsible for the operational excellence of all registration, patient services, and clerical activities in most health center operations. Assures departments' delivers quality services in accordance with health center mission and with applicable policies, procedures, and professional standards. Directly manages 3 Supervisors, 2 Team Leaders, 2 Insurance Coordinators, and indirectly oversees another 40 Patient Access Representatives/Coordinators. This staff is responsible for registration, check in/out, insurance verification, cash collection, appointment scheduling, patient services, including PCP assignments and patient feedback and satisfaction. This position manages human resources to promote positive employee relations and assure quality services. Coordinates training of Patient Access Representatives/Coordinators, and all other staff performing the registration and patient service function. Assists the Director of Patient Access in measuring the success of continuous improvement efforts in maximizing health center revenues and improved patient experience throughout the registration and check in process. Also assists with special projects pertaining to increasing patient access to services at the health center.

Supervise the activities of approximately 3 (number may vary) Supervisors and/or Team Leaders whose primarily responsibility is the Patient Registration function.

Directly supervise the activities of between 8 and 12 (number may vary) Patient Access Representatives/Coordinators /Patient Flow Coordinators/ Insurance Coordinators/ Member Advisors, primarily responsible for the Patient Registration, Member Services, and Clerical Support functions throughout the health center.

Plan, coordinate, and lead regular staff meetings with Supervisors and Patient Access Representatives as needed

Coordinate the planning and delivery of all Registration training including new staff training, re-training for existing staff, on-going continuous improvement in skill development and training for all registration staff and any other staff performing a registration function

Facilitate the completion, continuous updates of the Registration and Member Services Policy & Procedure manuals and all related tools to improve and enhance all staff in the Member Services and Registration areas access of up to date, practical, user-friendly written information

Implement and maintain registration and member services standards, policies and procedures in conjunction with the VP; continuously identify areas in need of policy development

In conjunction with Human Resources Department, manage the hiring, staff retention efforts, performance appraisal, and corrective action processes for Registration staff

Continuous and effective communication with the Director of Patient Accounts (or equivalent) to effectively manage the work flow for the maximization of health center revenues through accurate and complete insurance registration entry on the front end, quality review of the encounter form completion during or after the patient visit, and accurate and complete charge entry; make recommendations for continuous improvement in the work flow

Continuous and effective communication with appropriate IT Project Manager in the implementation of EPIC updates, creating systems solutions to streamline functions and minimize duplication, and developing reports to evaluate performance of Registration and Member Services staff and the department as a whole

Identify, track and report on various measures to continuously improve performance of all positions within Registration and Member Services, specifically the registration and member service functions including the delivery of quality patient service, quality of the information entered in EPIC, and various outcomes

Problem solve with the various departments performing registration functions in identifying areas for improving patient flow and overall departmental efficiency

Review staff productivity and performance

Assist Vice President in departmental Continuous Improvement Projects and other special project planning; solicit input from staff and involve staff in the implementation process as appropriate

Liaison with internal functional departments, i.e., Finance, IT, Human Resources, Clinical Practices, Medical Records, Interpreter Services, Facilities, Purchasing, and Administration

EDUCATION: Four year college degree or combination of education and experience.

EXPERIENCE: Minimum of 3 to 5 years supervisory experience

Knowledge of managed care, the various insurance plans, registration practices and protocols strongly needed

Understanding of and experience with EBNHC systems, processes, policies and procedures a plus

Minimum of 3 to 5 years work experience in a health care or customer service environment

SKILLS/ABILITIES: Strong leadership, initiative, and supervisory skills

Exceptional customer service and problem solving skills

Excellent communication and interpersonal skills

Strong organizational and time management skills

Awareness and appreciation of the continuous improvement processes

Strong computer skills

Awareness of state of the art technology to solve operational issues

Analytical skills necessary to review reports and identify trends/issues

Demonstrates ability to work in a fast paced environment performing multiple tasks simultaneously