Patient Services Manager

Job Description

Job Description

The Patient Services Manager is responsible for overseeing patient access functions across multiple office locations, including front desk operations, call center operations, patient scheduling, registration, and point-of-service collections. This role provides leadership, coaching, and support to frontline staff to ensure a positive patient experience, accurate registration processes, and consistent service standards throughout the practice.

The Patient Services Manager serves as a key partner in implementing new processes, workflows, and technologies that improve the patient and staff experience. This individual works collaboratively with the Practice Administrator, physicians, clinical leaders, and department managers to support organizational initiatives, promote staff engagement, and ensure successful adoption of new systems and procedures.

Required Education and Experience:

1.    High school diploma or equivalent required; Associate's or Bachelor's degree preferred.

2.    Minimum of 3-5 years of experience in a medical practice setting.

3.    Previous supervisory or leadership experience in front office, patient services, scheduling, or call center operations.

4.    Experience managing staff across multiple locations preferred.

5.    Strong understanding of patient registration, scheduling workflows, insurance coverage identification, and front-end collections.

6.    Experience training staff and implementing new processes or systems.

7.    Ophthalmology experience preferred.

8.    Compulink EHR experience preferred.

Essential Skills and Abilities:

1.    Strong leadership and team-building skills.

2.    Excellent communication and interpersonal abilities.

3.    Ability to coach, motivate, and develop staff.

4.    Strong organizational and problem-solving skills.

5.    Knowledge of patient scheduling, registration, and front-office workflows.

6.    Understanding of insurance coverage requirements and front-end processes that support accurate eligibility and registration.

7.    Experience supporting technology implementation and staff adoption of new systems.

8.    Ability to manage competing priorities in a fast-paced medical practice.

9.    Strong customer service and patient relations skills.

10.  Proficiency with EHR, practice management software, Microsoft Office, and phone systems.

Key Responsibilities:

Team Leadership

• Supervise and support front desk and call center staff across all practice locations.
• Recruit, onboard, train, and mentor team members.
• Conduct performance evaluations and provide ongoing coaching and feedback.
• Develop staff schedules and ensure adequate coverage.
• Foster a collaborative, patient-centered culture focused on accountability and service excellence.
• Promote cross-training and consistency among locations.

Front Desk Operations

• Oversee daily front office operations, including patient check-in and check-out processes.
• Ensure accurate collection of patient demographic and insurance information.
• Monitor front-end collection processes, including copays, deductibles, and patient balances.
• Assist staff with escalated patient concerns and service recovery.
• Support consistency in registration workflows and customer service standards across all offices.

Call Center Operations

• Oversee appointment scheduling, patient calls, referral coordination, recalls, and rescheduling workflows.
• Monitor scheduling accuracy and service levels.
• Support efforts to maximize provider schedules and patient access.
• Assist with resolving complex scheduling and patient communication issues.
• Ensure timely handling of patient inquiries and requests.

Process Improvement & Technology Adoption

• Partner with the Practice Administrator and leadership team to implement new workflows, systems, and patient access initiatives.
• Serve as a resource and champion for staff during process changes and technology implementations.
• Assist with implementation, optimization, and staff training for new phone systems and communication technologies.
• Help develop standardized procedures across locations to improve consistency and service delivery.
• Identify opportunities to simplify workflows and improve the patient experience.

Registration & Insurance Support

• Ensure staff follow established procedures for obtaining complete and accurate demographic and insurance information.
• Support processes that help identify potential insurance coverage concerns during scheduling and registration.
• Collaborate with the Billing Manager and Revenue Cycle team to address registration-related issues and reduce front-end errors.
• Reinforce accountability for accurate patient information and compliance with practice policies.

Reporting & Communication

• Monitor key patient access metrics and identify opportunities for improvement.
• Provide regular updates to the Practice Administrator regarding staffing, workflow challenges, and department performance.
• Participate in leadership meetings and support practice-wide initiatives.
• Communicate organizational changes effectively to frontline staff.

Success Measures:

The Patient Services Manager will be successful when they:

• Build a high-performing and engaged front desk and call center team.
• Create consistent scheduling, registration, and service processes across all locations.
• Improve staff adoption of new technologies and workflows.
• Support successful implementation of a new phone system.
• Maintain high levels of patient satisfaction and service quality.
• Improve registration accuracy and front-end collections performance.
• Foster strong collaboration between patient services, clinical, and billing teams.

Physical Requirements:

• Ability to sit, stand, walk, and move throughout office locations for extended periods.
• Frequent use of computers, telephones, and other standard office equipment.
• Ability to communicate effectively with patients, staff, and providers in person and by phone.
• Ability to occasionally lift or carry items weighing up to 20 pounds.
• Regular travel between practice locations is required to provide staff support, conduct rounding, monitor workflows, reinforce accountability, and ensure consistent patient access operations across the organization.
• Ability to work in a fast-paced healthcare environment with changing priorities and frequent interaction with staff and patients.

Equal Opportunity Employer:

Massachusetts Eye Associates is an equal employment opportunity employer and complies with all applicable laws relating to discrimination against qualified applicants or employees in hiring or in any decision affecting job status, pay, or any other terms and conditions of employment based on race, color, creed, religion, national origin, sex, marital status, familial status, disability, genetic information, sexual orientation, age, or other applicable protected classes.