Patient Service Manager
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Job Location:
Atlanta, GA - USA
Monthly Salary:
Not Disclosed
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Job Details
Patient Service Center - Atlanta GA
Full Time
High School or GED
As needed for business requirements.
Patient Service Center
Description
GENERAL SUMMARY OF DUTIES: Responsible for supervision of the Patient Service Center and all duties revolving around the scheduling of patient appointments for procedures follow-up office visits and ancillary services via telephone. Responsible for the Health Information Management (HIM) staff and all duties surrounding the handling of EHR documents and medical records requests. Responsible for obtaining accurate documentation of patient information. Responsible for the supervision of all scheduling queues across the practice to ensure adequate coverage low wait/hold times and a focus on customer service.
REPORTS TO: Operations Manager Patient Service
RESPONSIBILIITES
Duties include but are not limited to:
- Answers calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times
- Schedules reschedules and manages cancellations and no shows for patient office visits and procedures
- Maintains and updates current information on physicians schedules and endoscopy block time; schedules patients according to physician availability and preference
- Collects and records accurate patient information according to the AGA Documentation Requirements
- Ensures all applicable procedures are scheduled in AGA endoscopy suites; coordinates scheduling of procedures in hospital if necessary
- Ensures all applicable ancillary services are scheduled at AGA
- Mails/Emails information packets to patients who are new to the practice
- Addresses questions regarding patient appointments and requests for information from referring providers and staff
- Accurately provides or counsels patients and/ or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessary
- Meets or exceeds quality and productivity standards as set by the Operations Manager Patient Service
- Answers emails and voicemails and returns patient calls in a timely and efficient manner
- Completes requests for information from other AGA staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts
- Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information
- Act as first escalation point for dissatisfied patients
- Responsible for supervision of Patient Service Center and HIM staff
- Provide ongoing training and retraining of Patient Service Center and HIM staff
- Monitors productivity of Patient Service Center and HIM staff
- Monitors calls for quality assurance adherence to practice policy and training purposes
- Monitors hold times and supervisor queue to ensure that staff are taking calls at assigned times
- Monitors Document Import for accuracy and timliness of filing and filling of Medical Records requests
- Delegates and monitors alternate tasks to ensure completion in a quality and timely manner
- Communicates notifications of schedule changes to staff in a timely manner
- Performs regular Quality Reviews for Patient Service Center and HIM staff
- Conducts or participates in regular ongoing customer service training with Patient Service Center and HIM staff as directed by the Operations Manager Patient Service
- Leads or participates in team meetings and ensures that all team members are adequately informed of AGA policy and procedural changes and provide a forum for Patient Service Center staff to provide input to the administration team
- Any other duties and/or special projects as assigned
REQUIRED EDUCATION SKILLS & EXPERIENCE
High School Diploma or GED required; Certified Medical Assistant preferred. Strong customer service skills a must. 2-3 years of specialty clinic experience gastroenterology experience preferred. Bilingual preferred but not required. Staff member must be computer literate and able to operate healthcare system and multiple Microsoft Office applications.
ADDITIONAL SKILLS AND EXPERIENCE
Patient Service Supervisor must be able to:
- Possesses the ability to deal with patients visitors co-workers and physicians with courtesy and respect
- Displays a professional outgoing warm and helpful attitude
- Possesses compassion for dealing with people who are ill and need help
- Plan prioritize and complete multiple tasks as delegated by the Patient Service Manager
- Work under pressure; assess respond and communicate issues in a timely manner
- Communicate clearly with patients and coworkers through the telephone email and in-person
- Interpret and apply clinical and non-clinical policies and procedures
PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS
Requires sitting and standing associated with a normal office environment; travel within the Metro area required.
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Kitchen Experience
- Dealership Experience
- Food Safety Experience
- Management Experience
- Auto Service Management
- Maintenance
- Operations Management
- Cash Handling
- Leadership Experience
- Supervising Experience
- Automotive Service
