Patient Operations Manager II

Report To: Head of Patient Operations

Purpose: Responsible for managing the Patient Service Representatives in every aspect- PTO requests, disciplinary actions, covering shifts, and overseeing jobs are being done and they are staying on task. Enforce policies and procedures created within the department and partner with Head of Patient Operations on identifying, implementing, and improving business office workflows. This person is also responsible for the supervision and development of departmental employees.

Responsibilities:

• Manage employees (PTO requests, timecard edits, submit payroll, 90 day and annual performance reviews, disciplinary actions, etc)
• Supervise and maintain the productivity of Patient Operations staff.
• Maintain employee schedules and covers shifts for employees as needed.
• Conduct interviews, assist in hiring, and responsible for training of new employees.
• Provides tailored training, feedback, and constructive criticism for new PSR’s to improve and expand employees’ technique and knowledge.
• Responsible for completing performance evaluations based on observation of individual employees throughout the year and constructing fair, unbiased, and factual performance related comments.
• Provides timely and progressive counseling aimed at correcting performance problems to all PSR’s.
• Make certain the opening and closing duties are completed by PSR’s.
• Submit/Deposit TOS money from previous business day to Accounting department. (cash and check handling)
• Responsible for ordering departmental supplies.
• Works closely with the Medical Records department to ensure documents are available as needed and workflows are      operating properly.
• Takes appropriate action for medical and non-medical emergencies occurring within the office. 
• Ensures reception and lobby areas are safe, organized, and clean. Removes unapproved materials from waiting room.
• Follows up with patient/customer complaints promptly and professionally. 
• Is fully cross trained in all Patient Operations departments- check in, scheduling/check out and Imaging.
• Greet and check-in patients for appointments or services.
• Confirms patient demographic & insurance information and enters changes into EMR.
• Gives proper forms to patient for completion based on appointment type.
• Collects all appropriate fees, copays, and outstanding charges.
• Responsible for coordinating payment plans and ensuring appropriate billing documents/consents are signed at patient      visits.
• Schedules, re-schedules, and confirms all patient appointments.
• Helps manage the scheduling queue through MaxAgent and jumps in when needed.
• Performs template changes/schedule blockings if Head of Patient Operations is out of the office.
• Reschedule appointments when Physician changes their template or blocks for vacation/post call/etc.
• Reviews Provider’s clinic schedules for following day/2 days out.
• Answer incoming phone calls and handle properly via appropriate transfer, taking a message, or follow-up and return the call.
• Schedule and reschedule interpreters for our ASL patients.
• Manages and maintains the PRACTICE, referral, check-in, and scheduling task boxes.
• Helps keep track of Workflow Dashboard for patients that need to be scheduled and rescheduled.
• Responsible for overseeing the day-to-day operations of the department and delegating tasks to employees as needed.
• Serves as a liaison between Patient Operations and other company employees.
• Communicate with billing and care teams on pain points that involve the Patient Operations department and work to      streamline the internal processes.
• Ensures effective dissemination of information and maintains open lines of communication with Patient Operations employees.
• Maintains positive work environment. Leads and motivates staff.
• Serves as a subject matter expert to the department.
• Identify and improve Patient Operations workflows.
• Is reliable, prompt and sets high expectations for herself and her staff.
• Closely monitors email, Athena messaging and Teams to stay available and up to date on office policies.
• Performs other duties as assigned.

Skills, Education, & Experience:

• High School diploma or GED is required, prefer some college. 
• Minimum 3 to 5 years experience in medical office environment in patient reception, check in, scheduling, or check out.
• Prefer Team Lead or Supervisor role experience in the medical field.
• Excellent communication skills (written and verbally) and be able to follow oral and written instructions.
• Demonstrate proficiency in personal computer office applications, such as word processing, databases, and scheduling software.
• Strong organizational and time management skills.
• Excellent customer/patient service.
• High level of knowledge of practice management system.
• Possesses a high degree of personal integrity and professionalism.

Physical/Mental Abilities: 

• Ability to multi-task and prioritize duties.
• Ability to handle high stress situations and adapt to changing circumstances.
• High attention to detail.
• Ability to put patients at ease.
• Ability to train and oversee other staff members.
• Must be able to stand, sit, bend, and walk. May be required to climb ladders to pull patient records.
• Ability to schedule time, staff, and assignments effectively.
• Must be able to maintain confidentiality.
• Ability to operate telephones and standard office equipment such as photocopiers and facsimile machines.
• Ability to maintain professional working relationships with staff and patients.