SOS is proud to be the largest Federally Qualified Health Center in Orange County to combine wrap-around social services with health care. We have 6 community health centers in Costa Mesa, Newport, Anaheim, Santa Ana and Mission Viejo.

We have an opening for full time Patient Services Manager. Starting pay within this range will vary depending on the job-related knowledge, skills, and experience.

Our Patient Services departments (front desk, call center, patient access) are essential in helping to ensure our patients are getting the best level of care from the first contact.

JOB SUMMARY

The Patient Services Manager will be responsible for the overall front-end operations of our service sites. Oversight will include but not limited to departments; clinic business offices, call center and patient access/advocate. The Manager will hire, train, resource, and supervise Patient Services Leadership teams and sets the tone as Patient Ambassador. They will ensure that protocols and procedures are followed for operational compliance, to support the organization’s revenue cycle, and to advance the patient experience. This position will evaluate the efficiency of systems, monitor performance metrics, identify areas of improvement, be a key contributor to change management, and be a principal representative of the Share Our Selves mission. The Patient Services Manager works in the team-based model of care.

JOB RESPONSIBILITIES:

• Manages the daily operations of patient services across the enterprise to ensure and implement effective standardization of processes and procedures
• Manages customer service initiatives and patient experience practices throughout the Patient Services Department
• Manages patient scheduling to promote access and advance the productivity and other operational functions of the organization’s Revenue Cycle
• Directs daily staffing of patient services representatives across the enterprise to ensure optimal operation of the practice
• Assigns workloads, develop priorities, and establish work schedules and policies necessary to ensure timely and accurate completion of tasks
• Reports incidents and issues as per protocols and involves COO when necessary.
• Drafts, reviews, and updates policies and procedures and the departments training plans as required or requested.
• Adapts to changes or unusual circumstances to promote cooperation and minimize disruption to working environment.
• Conducts monthly department staff meetings and documents the minutes and performs follow-up from the meetings. Ensures that the staff that was unable to attend the meeting review the minutes from the meeting.
• Coaches and mentors direct reports on staff corrective actions and performance, to include annual performance evaluations of the patient services teams
• Develops and advances the onboarding program for all patient services staff
• Consistently utilizes and facilitates effective strategies to communicate pertinent information in a timely manner
• Troubleshoots when problems or difficult situations arise and takes independent action to resolve such situations
• Applies superior interpersonal skills to the management of patient complaints and grievances
• Utilizes data reports to efficiently monitor clinic operations, developing actions plans as needed to correct unfavorable variances
• Reviews patient satisfaction and revenue cycle metrics monthly
• Provides routine reports and as requested on status of productivity and efficiency matters
• Maintains current working knowledge of the health care environment as it relates to area of expertise, including government rules and regulations, changes in reimbursement, changes in the local market, and other key factors impacting medical practice
• Understands and supports the concept of Patient Center Medical Home (PCMH) and of the organization’s Revenue Cycle Model
• Creates effective interpersonal relationships and interfaces with all departments of the organization to ensure collaboration and integration
• Supports budget process for designated areas and workload
• Reviews, approves and track expenses and implements strategies to reduce costs as needed
• Performs functions, duties and/or services in compliance with regulatory agencies, auditors, contractual obligations and funding sources
• Establishes and maintains contacts and relationships with outside agencies, government entities, vendors, volunteers, and staff as the primary representative of the organization’s Patient Services Department
• Completes other duties as requested or assigned

SUPERVISORY DUTIES

• Follows handbook policies in the performance of the job at all times
• Provides professional guidance, coaching, mentorship and development to all department team members.
• Provides or facilitates training and orientation for all new department personnel to ensure team member job proficiency is achieved.
• As a member of leadership , serves as role model for organization staff.
• Manages direct reports of the patient services team.
• Oversees staff compliance with handbook policies and procedures related to each position
• Schedules and approves absences and arranges for emergency coverage as needed
• Reviews Time & Attendance for direct reports and ensures compliance and accuracy of time and attendance data for payroll processing; approves all timecards prior to each payroll.
• Completes various HR duties including interviewing and selecting new staff, completion of employee documentation, including recognition, performance evaluation and corrective action documentation.

QUALIFICATIONS:

• Leads with Exceptional customer service skills
• Excellent oral and written communication and presentation skills
• Working-level bilingual language proficiency in English and Spanish
• Ability to multitask and adapt to a dynamic workload and changing environment
• Excellent time management and leadership skills.
• Detail oriented, thorough, and the ability to motivate.
• Knowledge of Healthcare regulatory guidelines, such as HIPAA Privacy & Security
• Familiar with Healthcare Revenue Cycle
• Able to design and implement relevant processes and workflows from the ground up.
• Able to communicate effectively across diverse audiences (patients, providers, workforce team members).
• Able to work collaboratively across multiple departments.
• Computer Literacy: Microsoft Suite to include Word, Excel, and PowerPoint and Internet.
• Ability to demonstrate proficiency with electronic health record (Epic EHR)

EDUCATION and/or EXPERIENCE:

• High School Diploma or GED required
• Bachelor’s Degree in public health, health administration, business administration or related field strongly preferred
• Minimum 4 years of Healthcare Patient Access experience
• Minimum 2 years of Healthcare Supervisory/management experience required
• Working Knowledge of Eligibility, Claims, Managed Care Plans, Medi-cal and Utilization Management is preferred
• Previous FQHC or Community/Rural Healthcare experience preferred

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What do we offer? A competitive salary and a generous benefits package for our full time team members which includes Health Insurance options covered at 100% cost for team members; We have group Medical, Dental and Vision, Flexible Spending Accounts, Basic Life insurance/AD &D, Voluntary Life Options, Long Term Disability, 403b Retirement Plan with employer match, EAP, Global Travel Assistance, Supplemental Accident, Critical Illness and Hospitalization plans offered, Tuition Reimbursement, 10 Paid Holidays, 10 Paid Vacation days and up to 6 paid Sick days per year.

All qualified candidates will be subject to an employment/education/criminal background check and must be able to provide proof of required vaccinations which include: COVID-19 Vaccination, TB Test, Annual Flu vaccination and MMR. As a Healthcare organization all team members are to provide Proof of COVID-19 Vaccines & Booster or complete waiver. SOS will provide vaccines to new employee's if needed at no cost.

JobReq#202305PSM

Job Types: Full-time, Temporary

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Medical specialties:

• Primary Care

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Healthcare/Patient Access: 4 years (Preferred)
• Healthcare management: 2 years (Preferred)
• FQHC/Community Health: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: In person

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