Patient Services Manager

Mission Neighborhood Health Center (MNHC) is on a transformative journey to expand and enhance the services we provide to the vibrant and diverse communities of San Francisco. With a rich history rooted in the heart of the Mission and Excelsior Districts, MNHC has been a cornerstone of compassionate and culturally-competent care for decades. We are dedicated to health equity through the provision of culturally- and linguistically-competent services, with a particular focus on the Latino Spanish-speaking communities.

Our comprehensive health services include primary care, adult medicine, pediatrics, family planning, OB/GYN, HIV services, and specialized care for the homeless. At MNHC, we are committed to a culture of excellence and financial success to fulfill our mission of providing health care access for all.

As we honor our past and the legacy of service to our community, we are equally focused on the future. MNHC is dedicated to delivering human-centered care that adapts to the evolving needs of our patients. We are in a dynamic state of transformation, striving for excellence in all we do to build a robust and resilient organization that will continue to serve generations to come.

We are currently looking for qualified candidates for our Patient Services Manager role. This position reports to the Director of Clinical Operations and is a Regular, Full Time, Exempt role with a starting annual salary range of $82,600 to $90,900 with full benefits.

Primary Objective:
The Patient Services Manager is responsible for the strategic oversight and day-to-day operations of the Patient Services Department, which includes the Call Center, Referrals Department, and Patient Services Specialists across all MNHC facilities. This role is pivotal in ensuring the delivery of high-quality, patient-centered services that enhance the overall patient experience.

The ideal candidate will lead with a commitment to excellence, fostering a culture of continuous improvement within the team. They will empower staff to proactively identify mistakes and opportunities for improvement, driving initiatives that optimize operational efficiency and elevate patient satisfaction. The manager will oversee all patient-related administrative functions, including intake, registration, scheduling, referrals management, and billing inquiries, with a focus on streamlining processes and ensuring that every patient interaction is handled with professionalism, empathy, and accuracy.

Essential Functions/Responsibilities:
Team Leadership

• Lead, mentor, and manage the Call Center Supervisor, Referrals Supervisor, and Patient Services Specialists.
• Lead, mentor, and develop staff to ensure optimal performance and professional growth.
• Conduct regular team meetings to communicate goals, updates, and address any concerns.
• Responsible for developing standards of performance for staff which are measured, reported, and addressed when needed.
• Ensure the accuracy and completeness of daily registrations.
• Conduct regular team meetings and provide ongoing training and professional development.
• Establish performance goals for the team and conduct performance evaluations.

Operational Management

• Plan, prioritize, assign, supervise and review the work of the Patient Services department which is responsible for providing the review and determination of eligibility of patients for medical treatment under the terms of various public and private medical and financial assistance programs including Medi-Cal, Medicare and other third-party payers.
• Develop, design, track, evaluate, coordinate, and improve the overall operational metrics for provider productivity, registration, scheduling, billing, and other systems to ensure an efficient and cost-efficient healthcare delivery system in a managed care model.
• Serve as an expert resource concerning eligibility requirements for patients to qualify for State, Federal, and County programs (i.e., Medicare, Medi-Cal, Presumptive Eligibility, Family Pact, etc.).
• Responsible for adequate staffing in all Patient Access areas.
• Stay up to date of changes to program eligibility requirements and ensure information is disseminated and appropriate trainings provided to staff across MNHC.
• Develop and implement policies and procedures to enhance department efficiency and effectiveness.
• Monitor and analyze performance metrics to ensure high standards of service delivery.
• Collaborate with other departments to ensure seamless patient care and communication.

Patient Experience

• Ensure a high level of patient satisfaction by addressing and resolving patient inquiries and complaints promptly.
• Monitor patient feedback and implement improvements based on patient needs and concerns.
• Provide support and assistance to patients navigating the healthcare system.

Coordination and Communication

• Collaborate with other departments, including clinical staff, billing, and administration, to ensure seamless patient care.
• Serve as a liaison between patients and healthcare providers to facilitate effective communication.
• Identify areas improvement within patient services and implement strategies for enhancement.
• Participate in ongoing Patient Access/Epic workgroup discussions regarding system issues affecting enrollments, re-enrollments, disenrollment as well as to develop solutions to address system issues.
• Address and resolve patient complaints and issues promptly and effectively.

Compliance and Quality Assurance

• Update and/or establish patient access policies & procedures to ensure that Mission Neighborhood Health Center is compliant with governmental regulations, accrediting bodies, etc.
• Monitor and audit patient services processes for accuracy and compliance.
• Implement quality assurance measures to maintain high standards of patient care.

Patient Services Specialists Supervision

• Ensure that Patient Services Specialists provide exceptional service to patients.
• Develop training programs to enhance the skills and knowledge of the Patient Services team.

Call Center Oversight

• Oversee the Call Center operations through the Call Center Supervisor to ensure timely and accurate patient communication.
• Implement best practices for call handling and patient interaction.

Referrals Department Management

• Manage the Referrals Department through the Referrals Supervisor to ensure efficient processing of patient referrals.
• Liaise with healthcare providers and external organizations to facilitate referrals.

Reporting and Analysis

• Prepare and present regular reports on department performance and patient satisfaction metrics. Analyze data to identify trends and areas for improvement and implement changes based on data-driven insights to enhance department performance.

Other duties as assigned

Qualifications
We are looking for a candidate that has demonstrated success in the following areas:

• Continuous learning and professional growth
• Collaborative teamwork and effective communication
• Managing multiple tasks independently
• Working with diverse stakeholders, including patients, clinicians, and staff
• Providing high-quality patient care
• Familiarity with healthcare IT systems
• Experience in a managed care setting
• Maintaining a positive and inclusive work environment
• Strong commitment to confidentiality and compliance with healthcare regulations

Minimum Qualifications

• BA/BS in Public Health, Business Administration, Health Policy, or related field
• Minimum of 5 years of experience in patient services, healthcare administration, or a related field
• Minimum of 2 years in a supervisory or managerial role
• Experience working in a managed care setting
• Commitment to the populations served by Mission Neighborhood Health Center
• Proficiency with Microsoft Office (Word, Excel, Outlook)
• Epic EMR experience required
• Strong knowledge of medical terminology
• Ability to work independently, handle high volume and multiple tasks
• Excellent communication and interpersonal skills, with a professional attitude toward patients, providers and coworkers
• Strong leadership and team management skills

Preferred Qualifications

• Experience working with community health centers

Confidential and Sensitive Information

• Maintain the highest degree of confidentiality and compliance with all relevant state and federal regulations (e.g., HIPAA).

Language(s)

• Bilingual in Spanish and English required.

To learn more about our organization, please visit our website at www.mnhc.org. We offer a full range of benefits which includes the following:

• Medical Insurance - MNHC pays 90-100% based on plan
• Dental and Vision Insurance - free to employee
• Life Insurance - free basic policy plus voluntary option
• Flexible Spending Accounts for health & dependent care expenses
• Commuter benefits for public transportation expenses
• Vacation - 2 weeks (3 weeks after 5 yrs; 4 weeks after 8 yrs)
• 12 Paid Holidays plus your birthday and 12 Sick Days each year
• 40 hours Paid Educational Leave
• 401k Retirement Savings Plan with Company Contribution

Mission Neighborhood Health Center is an Equal Employment Opportunity employer committed to fostering an inclusive environment for our diverse workforce. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment for qualified applicants with arrest and conviction records.

---