Patient Services Manager

Job Description

Job Description

Description:

We are seeking a enthusiastic, driven, and experienced leader to join our Patient Services Division at our Wailuku Clinic. If you have a passion for inspiring teams, driving excellence, and making a meaningful impact, we’d love for you to become a key member of our 'Ohana'!

Why Us?

• Incredible Team: Join a group of dedicated individuals who are truly passionate about making a difference in the lives of children. We embrace a culture of 'Ohana (family) and support each other in our shared mission.
• Opportunities for Growth: As we continue to expand, we are looking for individuals who can grow with us. Step into a leadership role and help shape the future of our practice while advancing your own professional journey.
• Positive & Inclusive Work Environment: Thrive in a collaborative, engaging, and supportive environment where your contributions are valued. We believe in celebrating both individual and team successes, fostering a space where creativity and innovation are encouraged.
• Core Values We Live By: Our practice is rooted in teamwork, passion, integrity, excellence, and accountability. We are committed to providing exceptional care while fostering a workplace that reflects these values in everything we do.

About Us:

We are a growing outpatient practice on Maui, dedicated to meeting a critical need in our community by providing high-quality Physical, Occupational, and ABA Therapy services to children of all ages and abilities. Our mission is to make therapy services accessible to every child on Maui, while enabling our therapists to achieve the ideal work/life balance to truly enjoy the lifestyle that Maui has to offer. 

With four state-of-the-art locations across Central, Upcountry, and West Maui, we are committed to expanding our reach and positively impacting more children’s lives.

At the heart of our clinic is a strong culture of 'Ohana (family), integrity, transparency, and open communication. We foster a supportive work environment where team members are encouraged to grow professionally, enjoy regular social activities, and celebrate both staff and patient successes. We offer mentorship, ongoing professional development, and opportunities to contribute to our mission of being leaders in child development services.

If you share our passion for helping children reach their full potential and want to be part of a forward-thinking, collaborative team, we would love to have you join us. As we continue to expand, you will play a key role in driving our growth, educating the community, and helping more children participate fully in life.

We are excited about the future of Pediatric Therapies Hawaii and the difference we can make together in our underserved community. If our values and the opportunity to live and work on Maui resonate with you, we encourage you to apply. We look forward to hearing from you!

Responsibilities:

The Patient Services Manager is a critical leadership role responsible for overseeing the day-to-day operations of the front office at our pediatric therapy practice. This position serves as the primary scheduling coordinator for the central clinic, ensuring the seamless coordination of patient appointments, therapy sessions, and provider schedules. In addition, the Patient Services Manager supervises the Patient Services Coordinators ensuring efficient administrative operations and high-quality customer service.

• Supervise and mentor the administrative staff, providing guidance on front-office operations and customer service protocols.
• Lead team meetings and assist with staff development, training, and performance evaluations.
• Ensure that front-office staff maintain a positive, efficient, and professional work environment.
• Address and resolve patient or family complaints or concerns promptly, maintaining a high level of customer service.
• Work with the Administrative Director and Clinical Manager to monitor and maintain front-office workflows, ensuring efficient patient flow and minimal wait times.
• Ensure compliance with clinic policies, HIPAA regulations, Protected Health Information, and other healthcare standards in all front-office operations.
• Track and report on front desk metrics such as advanced schedule, % of arrival, cancellation rates, no-show and drop out statistics.
• Identify opportunities for process improvements related to scheduling and front-office operations.
• Greet patients and their families in a friendly, professional manner upon arrival and ensure complete and accurate check-in/check-out procedures.
• Manage therapists' calendars efficiently and effectively, and help them maintain full schedules
• Answer phone calls, using your amazing communication skills and create rapport with our families
• Provide excellent customer service by addressing patient questions and concerns regarding appointment times, therapist availability, and scheduling procedures.
• Handle appointment cancellations, rescheduling, and no-shows, ensuring minimal disruption to the clinic’s daily operations.
• Ensure patient information is up-to-date and verified
• Review our policies and procedures with our families to ensure agreement and compliance
• Assist our families however possible to help them arrive on time for their appointments
• Help keep the clinic clean, organized, and comfortable for our kiddos, families, and staff
• Make sure supervisor and colleagues are up-to-speed and on the same page with all front desk updates and communication
• Maintain positive working relationships and clear channels of communication with colleagues and clients

Perks:

We provide opportunities for career growth, along with full benefits including 100% medical, dental, and vision premiums paid by employer , and 401(k). Our team enjoys quarterly social events and community outreach opportunities, fostering strong connections and a fun, supportive work environment.

Requirements:

• At least 1-2 years of experience in a healthcare office setting, with a focus on patient scheduling and front-office operations
• Previous supervisory or leadership experience is preferred
• Experience in a pediatric setting, outpatient therapy clinic, or physician practice is a plus
• Familiarity with EMR (Electronic Medical Records) and scheduling software is required
• Basic computer skills
• Data processing/analyzing proficiency—Practice management software, Google Docs/Spreadsheets
• Strong leadership, interpersonal, and communication skills
• Excellent organizational and time-management abilities
• Ability to manage multiple priorities in a fast-paced environment
• Problem-solving skills and attention to detail
• Knowledge of insurance verification, authorization processes, and patient intake procedures
• Attention to detail
• Team player
• Tenacity to reach goals/targets