Employment Opportunities
Manager, Patient Services
This position is currently open.
Public?:
Public
Division:
Health
Reports To:
Director, Revenue Integrity Officer
Type of Position:
Regular Full Time
Location:
Little Axe Health Center / 15951 Little Axe Dr. / Norman, OK 73026
General Description
This position is located at the Absentee Shawnee Tribal Clinic – Little Axe Clinic in Norman, Oklahoma. The Patient Service Manager has advanced patient services skills and is an expert in independently maintaining a positive patient experience by consistently exceeding expectations in customer service and patient care, by coordinating clerical and medial actives of a healthcare team, patient representative and facilitating access to ASTHS services for new and returning patients. Primary duties include direct oversight of day-to-day management of registration, patient intake, and telephone operator for all ASTHS areas, pluscare, specialty, primary care, physical therapy, lab, radiology and front desk. The patient registration manager is assisted by our senior patient service representative’s, which will assist in day-to-day operations. Patient registration manager will comply and complete registration audits, performance evaluations. Reports directly to the Director, Revenue Cycle Management. Advises leadership on issues or problems as they arise. Works closely with Patient Advocate, Compliance Officer, Administration, and Business Office.
Responsibilities & Duties
Manages day-to-day operation of clinic(s)
Supervises, directs and evaluates Patient Service Representative, Patient Intake Specialists, and Telephone Operators
Provides feedback to the Director, Revenue Cycle Management and Director, Medical Compliance regarding Patient Services Representative, Patient Intake Specialist, and Telephone Operators
Provides high level customer service in all interactions with internal and external customers
Providers direct, professional, and knowledgeable interactions with patients, physicians, nurses, and all other staff
Answers calls accurately and with exceptional customer service at all times
Ensures callers needs are met and accurate information is obtained
Ensures calls are documented and triage appropriately ensuring patient satisfaction and patient safety. Completes telephone encounter process if appropriate
Acts as liaisons with various departments to meet mutual goals
Maintains patient confidentiality regarding access to patient and other clinical information via email, computer, fax, and mail
Addresses concerns of patients, provider service recovery, and escalates issues as needed to the patient advocate
Applies the policies of the clinical entity to schedule appointments
Completes reminder calls to patients for scheduled appointments
Obtains future appointments at time of service for clinic follow-up services
Arrives patients and prepares paperwork/chart for visit
Appropriately receipts all monies collected
Verifies, ensures eligibility, and pre-registers patients by obtaining patient demographics and third party coverage(s) at every encounter
Obtains and documents information required for third party reimbursement
Ensures compliance with Medicare, Medicaid, and third party coverage
Communicates with patient, ASTHS physician, and nursing staff regarding obstacle to access
Assist in developing on-the-job training and/or in-service curriculum, create workflows, required documentation and training materials
Supervision of all site Senior Patient Representatives: setting schedules for effective and efficient utilization of personnel breaks, lunch, and working hours; ensure that leave request are approved/denied within a timely manner and we maintain appropriate coverage
Consults with other department directors regarding any internal registration operations or staff issues.
Responsible for patient experience; ensuring excellent patient experience processes and programs are implemented.
Participates and provides support in Patient Centered Medical Home team and ensures effective implementation and maintenance of processes associated with registration.
Responsible for creating, updating and maintaining policies and procedures related to registration department operations. Collaborates with Senior Patient Service Representatives on a regular basis to ensure policies and procedures are followed.
Track and approve operational expenses within registration department budget guidelines.
Collaborate with the Director, Revenue Cycle Management, Compliance Officer and management team to develop program and organizational goals/budgets.
Provide oversight, support and/or leadership for registration projects and patient experience processes.
Evaluates processes and systems of registration processes in accordance with health system policies and procedures.
Collect, organize and summarize data for performance measurement, internal and external reporting and decision-making.
Assesses client understanding of Patient Registration process to determine appropriate response to patient questions and applications and communicates appropriate information needed to patient eligibility process.
Enters, updates, and verifies all alternate resource data necessary for patient and third party payers; verifies insurance coverage; obtains signatures for file on forms for alternate resources.
Performs routine clerical duties including processing incoming and outgoing mail, logging all incoming calls, copying all necessary documents, filing, and maintains mailing list as designated.
Enters client data into the appropriate database; maintains accurate files, and organizes data.
Performs light housekeeping duties of the public waiting area and assigned work area.
Conducts self in accordance with AST administrative manual.
Safeguards confidentiality of the medical charts/electronic health records and complies with all local, state, and federal laws pertaining to medical records. Assures compliance with all HIPAA regulations concerning use, retrieval, storage, and sharing of medical records.
Attends health orientation, HIPAA training, safety training and other health system training needed to be competent in their position.
Promote effective working relations and work effectively as part of a team to facilitate the department’s ability to meet its goals and objectives.
Demonstrate respect and regard for the dignity of all patients, families, visitors, and fellow employees to insure a professional, responsible and courteous environment.
Performs other related duties as assigned.
Education Requirements and Qualifications
Bachelor’s degree in health occupations or a certificate from a Medical Secretary or Medical Assistant training program or five years of experience working within an outpatient or inpatient medical facility preferred.
5 years of experience in lieu of Education may be considered.
Patient Experience training. Patient Experience certification preferred.
Knowledge of commonly used medical terminology, medical symbols and abbreviations, names of medical tests, etc., to accurately enter information into patient records.
Knowledge of the laws and regulations on the confidentiality of medical records and the procedures for informed consent for release of information from the records.
Knowledge of general office automation, practices and procedures in order to store and retrieve general medical records data; competitive level of typing proficiency required and/or computer keyboarding for performance of general office support work.
Willingness to be cross trained in other clinical functions and to perform other duties as assigned.
Able to demonstrate good oral and written communication skills.
Excellent problem solving skills including the problems inherent to a health clinic setting sensitive to Native American and Tribal issues affecting population health and state of services/access.
Requires routine communication with supervisor.
Must have a valid Oklahoma Driver’s License.
Must be able to pass a background check.
Must be able to pass a drug test.
Physical Requirements and Working Conditions
Must be able to sit, stand, stoop, bend or kneel for long periods of time.
Sitting or standing or walking for long period of time; occasional bending, squatting, kneeling, stooping; good finger dexterity and feeling; frequent repetitive motions; talking hearing and visual acuity
Frequent lifting (up to 15 lbs)
Occasional lifting (up to 30 lbs)
The Absentee Shawnee Tribe of Oklahoma (AST) is committed to Equal Employment without regard to race, religion, color, gender, national origin, age, disability, or sexual orientation. However, in accordance with the Indian Preference Act (Title 25 U.S. Code 472 and 473) preference in filling vacancies are given to qualified Indian candidates. AST will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and its amendments.
Native American Preference/EEO/Drug Free/Smoke Free Workplace
Posted Date:
1 week 3 days ago