Patient Services Manager

About OSSWF:

Orthopedic Specialists of SW Florida has been a cornerstone of orthopedic care in the Fort Myers area for over 26 years. Our practice boasts a team of 19 fellowship-trained orthopedic surgeons specializing in various subspecialities. We are committed to excellence and continued growth, offering comprehensive services including onsite Physical Therapy/Occupational Therapy, MRI, and digital X-ray. We prioritize patient care and strive for the highest standards of service.

Orthopedic Specialists of SW Florida's state-of-the-art, 60,000 square-foot facility incorporates the latest in leading-edge technology in order to provide optimal care for patients who have bone, joint, muscle and spine problems. Our office includes five Centers of Excellence and a full Physical Therapy and Occupational/Hand Therapy division, which work in close coordination with our physicians to provide non-operative, preoperative, post-operative and preventive care.

Job Summary: The Patient Services Manager is responsible for the direct supervision and day-to-day operations of the patient services department, which includes front desk and scheduling staff. The Patient Services Manager is responsible for ensuring smooth operations and developing and implementing patient services solutions to meet patient needs, while also ensuring compliance with Company and healthcare standards, as well as maintaining the safety and security of the patients, staff, and facility. The Patient Services Manager will focus on providing high quality patient care, teamwork, superior customer service as well as proactively managing and resolving patient or staff issues that arise.

Essential Functions:

• Effectively staffs, trains, supervises, and leads all patient services staff and ensures that everyone understands their responsibilities specific to that area and has the necessary tools and resources to be successful
• Oversees daily workflow and assures smooth departmental operations
• Maintain familiarity with patient services staff employee roles
• Establishes department goals and tracks progress toward these goals for quality improvement, fiscal productivity, and patient satisfaction
• Responsible for identifying bottlenecks and making suggestions to address them, including other team members who might be affected in the solution
• Apply and maintain a customer service-oriented environment with all teams, address patient complaints/concerns as they arise and escalates to the CAO when appropriate
• Responsible for performance appraisals and staff development opportunities
• Adequately staff departments, approve timecards, PTO requests, and monitor hours to minimize overtime
• Conduct regularly scheduled staff meetings
• Develop and implement customer service training and quality assurance programs
• Work with staff to maintain positive office morale and to ensure that employees provide customer service excellence and a professional pleasant work environment
• Responsible for inter-department communication with other departments
• Ensure OSSWF's policies and procedures are followed

• Other duties as assigned

Core Competences:

• Responsible for promoting the Standards of Excellence for Orthopedic Specialists while demonstrating courteous and cooperative behavior toward patients, visitors, volunteers, peers and physicians
• Effective leadership to be able to manage people and resources
• Critical thinking skills that result in effective problem solving and process improvement

• Demonstrated ability to create, initiate and integrate new concepts and practices to improve care and patient satisfaction

• Flexibility to meet the fast-pace and demands of working with many different types of people and situations
• Excellent interpersonal skills
• Maintain strictest confidentiality in accordance with HIPAA compliance
• Perform quality work within deadlines with or without direct supervision

Minimum requirements (education, experience, special skills and licenses or certifications required):

• Associate's degree required, Bachelors' degree preferred
• At least 3 years of leadership experience required
• Experience in a medical office practice required
• Demonstrated expertise in continuous quality improvement, customer service, and team building

Essential Physical Functions:

• Work demands prolonged periods of sitting, walking, standing, bending, occasional walking up and down stairs, carrying cumbersome items such as: records, supplies (less than 15 pounds) working the equipment, and physical stress. (Work is 90-100% sitting and walking)

• Manual dexterity sufficient to operate keyboard, calculator and other office equipment as necessary
• Ability to view computer screens for long periods of time

Equipment Used:

• Computer, scanner, printer, calculator, photocopier, facsimile, telephones