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Patient Services Manager

2 months ago

Richmond, United States Richmond Gastroenterology Associates Inc Full time
Job DescriptionJob Description

JOB TITLE: Patient Services Manager
DEPARTMENT:  Business Office FLSA STATUS: Exempt
REPORTS TO: Director of Operations
ABOUT THE COMPANY:
Richmond  Gastroenterology  Associates,  Inc.  (RGA)  has  been  serving  the  greater  Richmond  
community  since  the  late 1970s.  We provide superior service at every encounter, every day.  We 
are Passionate about Prevention.

COMPENSATION & BENEFITS:
RGA is an Equal Employment Opportunity employer.  We value our employees’ time and talent, and 
offer a competitive compensation and benefits package for full-time employees, which includes 
medical, dental, vision, basic and optional life insurance, long-term disability, flexible spending 
accounts, health savings account, 401(k) profit sharing, paid holidays, paid time off, tuition 
reimbursement, a competitive salary and an enjoyable work environment.

ABOUT THIS POSITION:
The  Patient  Services  Manager  has  responsibilities  to  achieve  seamless  delivery  of  
service  by  appropriately  involving colleagues, physicians, other customers, and staff to ensure 
commitment, communication and cross-functional linkage. This position supports the clinic 
operations teams in coordinating patient services such as scheduling appointments, optimizing 
physician schedules, coordinating office flow and availability, as well as assisting as needed to 
facilitate exceptional delivery of care. The Patient Services manager manages appointment 
scheduling, referral process work, and follow-up of physician orders. The Patient Services Manager 
also identifies and helps resolve staff and operational issues for the scheduling and care 
coordination department. The Patient Services manager will supervise all aspects of appointment 
scheduling, referral management  &  standards,  and  patient  flow.    This  position  develops  
and  applies  SMART  (Streamlined  Methods  using Automation Resources and Technology) processes to 
promote efficiencies within RGA.  The Manager works collaboratively with RGA’s Administrative team 
to provide leadership and expertise for the coordination of gastroenterology services in the 
community.

ESSENTIAL JOB DUTIES:
The Essential Job Functions are:
•     Develops and continually refines SMART Processes in key areas, including but not limited to 
Patient Scheduling, Referral Management, Clinic Flow, Task Management and Recall Program 
Management.
•     Continually monitors and refines RGA Phone Menu and Call Capture Rates, Responsible for KPIs 
including fill rates, appointment turnaround time, call capture, and referrals.
•     Interview and hire candidates using the practice's hiring process.
•     Develop and implement standards of performance, expectations and assignments. Monitor quality 
and quantity of work completed by scheduling staff and care coordination including any contracted 
third-parties.
•     Be an EHR super-user/expert trainer for the scheduling department.
•     Direct and schedule staff according to the practice's needs.
•     Serves  as  resource  for  Patients  with  complaints  related  to  the  Scheduling  Process  
or  Phone-Related  Issues; promotes service recovery
 •     Oversight of Medical Records Process/Requests
•     Collaborates with organization senior management, Privacy Officer, and Corporate Compliance 
officer to establish governance for the security program.
•     Works closely with the Privacy Officer to ensure alignment between security and privacy 
compliance programs including policies, practices and investigations, and acts as a liaison to the 
information systems and compliance departments.
•     Oversee periodic monitoring and reviewing of audit records to ensure that activity is 
appropriate. Such activity would include, but is not limited to, logons and logoffs, file accesses, 
updates, edits and printing.
•     Assists Privacy Officer as needed with breach determination and notification processes under 
HIPAA and applicable State  breach  rules  and  requirements.  Partners  with  Privacy  Officer  to 
 ensure  consistent  sanctions  for  security violations.
Responsibilities Related to RGA’s Growth & Success:
•     Leads   the   development   and   implementation   of   training   guidelines   and   
scheduling   protocols   for   Call
Center/Scheduling Staff.

•     Leads the development and implementation of RGA On Boarding and Training Programs
•     Participates in the development and implementation of RGA New Hire Orientation and On 
Boarding and Training Programs for all members of RGA’s Health Care team.
•     Provides timely, ongoing communication of relevant information to all team members, including 
various company updates and changes.
•     Works   collaboratively   with   RGA   Administrative   Team   on   projects   and   company  
 initiatives,   including   the development, implementation and enforcement of Policies, Procedures 
and Workflows.
•     Responsible for working with management team to facilitate and operationalize any necessary 
infectious disease policies and regulations and guidelines as mandated by local, state, and/or 
federal regulations.
•     Participate in achieving RGA’s commitment to service excellence and quality healthcare for 
patients, families and the greater community.
•     Consistently work on ways to collaborate with internal and external stakeholders, including 
RGA’s Healthcare Team, referring physicians, hospitals and other healthcare partners.
•     Maintains  a  professional,  organized,  and  positive  working  environment  by  following  
policies,  guidelines,  and acceptable safety standards.

Responsibilities related to Employee Engagement and Management:
Direct Reports include the following: Medical Schedulers, Scheduling Supervisor, Care Coordination
•     Monitors Performance of Direct Reports utilizing performance metrics, as well as personal 
observation.
o  Performs post hire reviews within first 90 days and schedules and performs annual performance 
evaluations on all reports
o  Provides coaching and counseling as appropriate
o  Manages staff schedules and clinic coverage
•     Manages Time & Attendance, PTO, Mileage reimbursement and other expense approvals.   Approves 
time off and ensures proper staffing to handle the day to day scheduling needs and patient care.
•     Addresses Attendance and Performance Issues utilizing established Disciplinary Action 
Process.
•     Oversite and enforcement of RGA’s Policies, Procedures, Workflows, Compliance requirements 
including HIPAA, OSHA, OIG and CMS, Job Description expectations and RGA’s Code of Conduct.
•     Facilitates the ongoing training and development of staff to ensure performance standards are 
met.
•     Responsible for employees being accountable and compliant with  any necessary infectious 
disease  policies and regulations and guidelines as mandated by local, state, and/or federal 
regulations.
•     Actively engage staff in RGA C.A.R.E.S. – Compassion, Accountability, Respect, Empowerment 
and Service, including the application of C.A.R.E.S. into behaviours, actions and job performance.

Responsibilities related to Company Mission, Culture and Engagement:
•     Actively engage in RGA C.A.R.E.S. – Compassion, Accountability, Respect, Empowerment, and 
Service
•     Actively participate in achieving the company’s  Mission, that being to optimize the health 
of our patients and community by providing compassionate, state of the art care to adults with 
digestive and liver disease
•     Adhere to the company’s Code of Conduct, to conduct business with honesty, integrity, and  in 
an appropriate manner  for  services  provided,  while  ensuring  that  its  business  arrangements 
 comply  with  relevant  state  and federal statutes and regulations
•     Consistently work on ways to engage our patients, improve their care experience and maintain 
strong relationships with referring physician offices and other referral sources.   Create an 
environment of trust and healthy working relationships.
•     Exemplify a “can do” attitude and commitment to excellence

QUALIFICATIONS & CERTIFICATIONS:
•     Five+ years healthcare experience, physician office experience preferred
•     Bachelor’s degree preferred, or equivalent experience
•     Must have excellent communication skills, verbal and written, proper use of grammar, 
spelling, punctuation
•     Ability to adapt to changing healthcare environment and lead by example
•     Exceptional customer service and communication skills, verbal and written
•     Knowledge of insurance carrier requirements and correct coding procedures
•     Ability to multi-task in a fast-paced environment

2

3
MENTAL AND PHYSICAL REQUIREMENTS:
•     Ability to work well under pressure with diverse groups of professionals and physicians
•     Ability to multi-task in a fast-paced environment, which may include frequent interruptions
•     Must demonstrate sensitivity to cultural differences within team and community
•     Work may involve prolonged periods of sitting, standing, reaching and the ability to push or 
pull items weighing 30 pounds or less.
•                                                                            ouse, and monitor
 

Company DescriptionABOUT THE COMPANY:
Richmond Gastroenterology Associates, Inc. (RGA) has been serving the greater Richmond community since the late 1970s. We provide superior service at every encounter, every day. We are Passionate about Prevention.
MISSION AND CORE VALUES
At the heart of our mission lies a commitment to provide superior patient experience. We are a team driven by a passion for prevention and a dedication to optimizing the health of our patients and community. RGA specializes in compassionate, patient-centered care for adults with liver and digestive diseases, ensuring they receive the best possible treatment.
Our core values of compassion, accountability, respect, empowerment, and service guide our daily actions and decisions. We pledge to conduct our business with unwavering honesty and integrity, fostering a culture of trust and ethical practice.
We are devoted to consistently engaging our patients and maintaining strong relationships with our referring providers and our community, creating a collaborative environment that benefits all parties involved.
Above all, we commit to excellence. Our goal is not only to meet but to exceed expectations, ensuring that every patient feels heard, cared for, and valued. This is our promise to our patients and our community.Company DescriptionABOUT THE COMPANY:\r
Richmond Gastroenterology Associates, Inc. (RGA) has been serving the greater Richmond community since the late 1970s. We provide superior service at every encounter, every day. We are Passionate about Prevention.\r
MISSION AND CORE VALUES\r
At the heart of our mission lies a commitment to provide superior patient experience. We are a team driven by a passion for prevention and a dedication to optimizing the health of our patients and community. RGA specializes in compassionate, patient-centered care for adults with liver and digestive diseases, ensuring they receive the best possible treatment.\r
Our core values of compassion, accountability, respect, empowerment, and service guide our daily actions and decisions. We pledge to conduct our business with unwavering honesty and integrity, fostering a culture of trust and ethical practice.\r
We are devoted to consistently engaging our patients and maintaining strong relationships with our referring providers and our community, creating a collaborative environment that benefits all parties involved.\r
Above all, we commit to excellence. Our goal is not only to meet but to exceed expectations, ensuring that every patient feels heard, cared for, and valued. This is our promise to our patients and our community.