Patient Services Manager

Company: University of the Pacific
Location: San Francisco
Posted on: November 12, 2024

Job Description:

Work performed during standard business hours.Position End DateOpen Date: 11/08/2024Close Date: Open Until FilledSpecial Instructions to Applicants:For Applicants Seeking Job Opportunities within the University:Internal: Internal applicants will be considered within the first five (5) business days of the posting period.External: External applicants will be considered on the sixth (6) business day of the posting period.Position Summary InformationPrimary PurposeThe Patient Services Manager is responsible for overseeing daily operations at the University of the Pacific Hearing and Balance Center. This role includes managing patient services, front-desk operations, and patient service workflows, while ensuring an efficient, patient-centered environment. In addition to supervisory duties, they will also perform front desk responsibilities during clinic hours, including patient check-in/check-out, appointment scheduling, and answering phone inquiries.The Patient Services Manager will provide leadership to faculty and staff and collaborate with clinical teams to improve processes and service delivery. This position requires strong multitasking skills, advanced customer service experience, medical office management expertise, and the ability to thrive in a fast-paced environment. The Patient Services Manager will work closely with clinicians, students, and faculty to ensure seamless operations, while fostering an inclusive and culturally competent healthcare environment.Essential Functions

• Lead clinic operations and process improvement.
• Oversee day-to-day patient service operations, including patient check-in/check-out, appointment scheduling, and phone call management.
• Perform front desk duties, execute patient service policies and procedures, managing patient inquiries and providing a high standard of customer service.
• Actively identify opportunities for process improvement and automation within clinic operations to enhance service delivery and efficiency.
• Ensure all clinic operations comply with federal and state privacy regulations (FERPA, HIPAA).
• Leadership and oversight of student workers.
• Lead and mentor clinic staff in patient service operations.
• Provide training, evaluate performance and ensure adherence to patient service policies and procedures.
• Manage work schedules and coordinate staff meetings to maintain clinic productivity.
• Ensure optimal patient flow throughout the clinic, coordinating intake, scheduling, and collaboration with clinical staff.
• Address patient concerns and ensure that patients are seen in a timely and efficient manner to enhance overall satisfaction with clinic services.
• Oversee management of patient records, ensuring compliance with HIPAA and other privacy laws.
• Collaborate with the Clinic Director and clinical staff to streamline patient intake, billing, and administrative workflows.
• Engage in cultural competency initiatives to foster an inclusive environment for patients, staff, and students from diverse backgrounds.
• Promote and maintain a high standard of customer service that reflects the diverse population served by the clinic.
• Support faculty and students with clinic-related administrative tasks, including scheduling, patient appointments, and access to medical records.
• Assist students in understanding clinic processes and navigating patient interactions.
• Collaborate with the Clinic Director on budgeting, purchasing, and managing clinic resources.
• Perform other related duties as assigned based on clinic needs.Minimum Qualifications
  • Bachelor's Degree (Two (2) years of full-time experience in the same/similar position is equal to one (1) year of completed post-high school education coursework).
  • Three (3) years of work experience in a healthcare setting.
  • One (1) year in a supervisory or managerial role.Preferred Qualifications
    • Experience in call center and/or medical records setting.
    • Bilingual in English and Spanish or Mandarin.
    • Strong proficiency in office management software (Word, Excel, clinic management systems).
    • Experience in supervising administrative staff.
    • Experience and sensitivity in working with people of diverse backgrounds and cultures.
    • Demonstrated experience in advancing social justice, equity, and inclusion in a university setting.
    • Ability to engage and integrate culturally responsive practices and knowledge in their work.Physical RequirementsThe physical demands described here are representative, but not definitive of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Frequent standing, walking, sitting, bending, stooping, reaching, computer and phone use. May be requested to lift up to twenty-five (25) lbs. Infrequent climbing stairs, walking across campus. Constant communication using both spoken and written means.Hiring RangeHiring Range: $66,560.00 - $84,137.02 per year. We consider factors such as, but not limited to, scope and responsibilities of the position, candidate's qualifications, internal equity, as well as market and organizational considerations when extending an offer.All applicants who receive a conditional offer of employment are required to execute a release and authorization for a background screening.AA/EEO Policy StatementUniversity of the Pacific is an affirmative action and equal opportunity employer dedicated to workforce diversity. In compliance with applicable law and its own policy, Pacific is committed to recruiting and retaining a diverse faculty and staff and does not discriminate in its hiring of faculty and staff, or in the provision of its employment benefits to its faculty and staff on the basis of race, color, religion, national origin, ancestry, age, genetic information, sex/gender, marital status, military and veteran status, sexual orientation, medical condition, pregnancy, gender identity, gender expression, or mental or physical disability.Posting Specific QuestionsRequired fields are indicated with an asterisk (*).
      • * Do you have a Bachelor's degree? (Two (2) years of full-time experience in the same/similar position is equal to one (1) year of completed post-high school education coursework.)
        • Yes
        • No
        • * Do you have at least three (3) years of work experience in a healthcare setting?
          • Yes
          • No
          • * Do you have at least one (1) year in a supervisory or managerial role?
            • Yes
            • No
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Keywords: University of the Pacific, San Rafael , Patient Services Manager, Executive , San Francisco, California