Patient Services Manager

Job Description

JOB TITLE: Patient Services Manager

DEPARTMENT: Business Office FLSA STATUS: Exempt

REPORTS TO: Director of Operations

ABOUT THE COMPANY:

Richmond Gastroenterology Associates, Inc. (RGA) has been serving the greater Richmond

community since the late 1970s. We provide superior service at every encounter, every day. We

Are Passionate About Prevention.

COMPENSATION & BENEFITS:

RGA is an Equal Employment Opportunity employer. We value our employees’ time and talent, and

offer a competitive compensation and benefits package for full-time employees, which includes

medical, dental, vision, basic and optional life insurance, long-term disability, flexible spending

accounts, health savings account, 401(k) profit sharing, paid holidays, paid time off, tuition

reimbursement, a competitive salary and an enjoyable work environment.

ABOUT THIS POSITION:

The Patient Services Manager has responsibilities to achieve seamless delivery of

service by appropriately involving colleagues, physicians, other customers, and staff to ensure

commitment, communication and cross-functional linkage. This position supports the clinic

operations teams in coordinating patient services such as scheduling appointments, optimizing

physician schedules, coordinating office flow and availability, as well as assisting as needed to

facilitate exceptional delivery of care. The Patient Services manager manages appointment

scheduling, referral process work, and follow-up of physician orders. The Patient Services Manager

also identifies and helps resolve staff and operational issues for the scheduling and care

coordination department. The Patient Services manager will supervise all aspects of appointment

scheduling, referral management & standards, and patient flow. This position develops

and applies SMART (Streamlined Methods using Automation Resources and Technology) processes to

promote efficiencies within RGA. The Manager works collaboratively with RGA’s Administrative team

to provide leadership and expertise for the coordination of gastroenterology services in the

community.

ESSENTIAL JOB DUTIES:

The Essential Job Functions are:

Develops and continually refines SMART Processes in key areas, including but not limited to

Patient Scheduling, Referral Management, Clinic Flow, Task Management and Recall Program

Management.

Continually monitors and refines RGA Phone Menu and Call Capture Rates, Responsible for KPIs

including fill rates, appointment turnaround time, call capture, and referrals.

Interview and hire candidates using the practice's hiring process.

Develop and implement standards of performance, expectations and assignments. Monitor quality

and quantity of work completed by scheduling staff and care coordination including any contracted

third-parties.

Be an EHR super-user/expert trainer for the scheduling department.

Direct and schedule staff according to the practice's needs.

Serves as resource for Patients with complaints related to the Scheduling Process

or Phone-Related Issues; promotes service recovery

Oversight of Medical Records Process/Requests

Collaborates with organization senior management, Privacy Officer, and Corporate Compliance

officer to establish governance for the security program.

Works closely with the Privacy Officer to ensure alignment between security and privacy

compliance programs including policies, practices and investigations, and acts as a liaison to the

information systems and compliance departments.

Oversee periodic monitoring and reviewing of audit records to ensure that activity is

appropriate. Such activity would include, but is not limited to, logons and logoffs, file accesses,

updates, edits and printing.

Assists Privacy Officer as needed with breach determination and notification processes under

HIPAA and applicable State breach rules and requirements. Partners with Privacy Officer to

ensure consistent sanctions for security violations.

Responsibilities Related to RGA’s Growth & Success:

Leads the development and implementation of training guidelines and

scheduling protocols for Call

Center/Scheduling Staff.

Leads the development and implementation of RGA On Boarding and Training Programs

Participates in the development and implementation of RGA New Hire Orientation and On

Boarding and Training Programs for all members of RGA’s Health Care team.

Provides timely, ongoing communication of relevant information to all team members, including

various company updates and changes.

Works collaboratively with RGA Administrative Team on projects and company

initiatives, including the development, implementation and enforcement of Policies, Procedures

and Workflows.

Responsible for working with management team to facilitate and operationalize any necessary

infectious disease policies and regulations and guidelines as mandated by local, state, and/or

federal regulations.

Participate in achieving RGA’s commitment to service excellence and quality healthcare for

patients, families and the greater community.

Consistently work on ways to collaborate with internal and external stakeholders, including

RGA’s Healthcare Team, referring physicians, hospitals and other healthcare partners.

Maintains a professional, organized, and positive working environment by following

policies, guidelines, and acceptable safety standards.

Responsibilities related to Employee Engagement and Management:

Direct Reports include the following: Medical Schedulers, Scheduling Supervisor, Care Coordination

Monitors Performance of Direct Reports utilizing performance metrics, as well as personal

observation.

• Performs post hire reviews within first 90 days and schedules and performs annual performance
  
  

evaluations on all reports

• Provides coaching and counseling as appropriate
• Manages staff schedules and clinic coverage
  
  

Manages Time & Attendance, PTO, Mileage reimbursement and other expense approvals. Approves

time off and ensures proper staffing to handle the day to day scheduling needs and patient care.

Addresses Attendance and Performance Issues utilizing established Disciplinary Action

Process.

Oversite and enforcement of RGA’s Policies, Procedures, Workflows, Compliance requirements

including HIPAA, OSHA, OIG and CMS, Job Description expectations and RGA’s Code of Conduct.

Facilitates the ongoing training and development of staff to ensure performance standards are

met.

Responsible for employees being accountable and compliant with any necessary infectious

disease policies and regulations and guidelines as mandated by local, state, and/or federal

regulations.

Actively engage staff in RGA C.A.R.E.S. – Compassion, Accountability, Respect, Empowerment

and Service, including the application of C.A.R.E.S. into behaviours, actions and job performance.

Responsibilities related to Company Mission, Culture and Engagement:

Actively engage in RGA C.A.R.E.S. – Compassion, Accountability, Respect, Empowerment, and

Service

Actively participate in achieving the company’s Mission, that being to optimize the health

of our patients and community by providing compassionate, state of the art care to adults with

digestive and liver disease

Adhere to the company’s Code of Conduct, to conduct business with honesty, integrity, and in

an appropriate manner for services provided, while ensuring that its business arrangements

comply with relevant state and federal statutes and regulations

Consistently work on ways to engage our patients, improve their care experience and maintain

strong relationships with referring physician offices and other referral sources. Create an

environment of trust and healthy working relationships.

Exemplify a “can do” attitude and commitment to excellence

QUALIFICATIONS & CERTIFICATIONS:

Five+ years healthcare experience, physician office experience preferred

Bachelor’s Degree Preferred, Or Equivalent Experience

Must have excellent communication skills, verbal and written, proper use of grammar,

spelling, punctuation

Ability to adapt to changing healthcare environment and lead by example

Exceptional customer service and communication skills, verbal and written

Knowledge of insurance carrier requirements and correct coding procedures

Ability to multi-task in a fast-paced environment

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MENTAL AND PHYSICAL REQUIREMENTS:

Ability to work well under pressure with diverse groups of professionals and physicians

Ability to multi-task in a fast-paced environment, which may include frequent interruptions

Must demonstrate sensitivity to cultural differences within team and community

Work may involve prolonged periods of sitting, standing, reaching and the ability to push or

pull items weighing 30 pounds or less.

ouse, and monitor

Company Description

ABOUT THE COMPANY:

Richmond Gastroenterology Associates, Inc. (RGA) has been serving the greater Richmond community since the late 1970s. We provide superior service at every encounter, every day. We are Passionate about Prevention.

MISSION AND CORE VALUES

At the heart of our mission lies a commitment to provide superior patient experience. We are a team driven by a passion for prevention and a dedication to optimizing the health of our patients and community. RGA specializes in compassionate, patient-centered care for adults with liver and digestive diseases, ensuring they receive the best possible treatment.

Our core values of compassion, accountability, respect, empowerment, and service guide our daily actions and decisions. We pledge to conduct our business with unwavering honesty and integrity, fostering a culture of trust and ethical practice.

We are devoted to consistently engaging our patients and maintaining strong relationships with our referring providers and our community, creating a collaborative environment that benefits all parties involved.

Above all, we commit to excellence. Our goal is not only to meet but to exceed expectations, ensuring that every patient feels heard, cared for, and valued. This is our promise to our patients and our community.

ABOUT THE COMPANY: Richmond Gastroenterology Associates, Inc. (RGA) has been serving the greater Richmond community since the late 1970s. We provide superior service at every encounter, every day. We are Passionate about Prevention. MISSION AND CORE VALUES At the heart of our mission lies a commitment to provide superior patient experience. We are a team driven by a passion for prevention and a dedication to optimizing the health of our patients and community. RGA specializes in compassionate, patient-centered care for adults with liver and digestive diseases, ensuring they receive the best possible treatment. Our core values of compassion, accountability, respect, empowerment, and service guide our daily actions and decisions. We pledge to conduct our business with unwavering honesty and integrity, fostering a culture of trust and ethical practice. We are devoted to consistently engaging our patients and maintaining strong relationships with our referring providers and our community, creating a collaborative environment that benefits all parties involved. Above all, we commit to excellence. Our goal is not only to meet but to exceed expectations, ensuring that every patient feels heard, cared for, and valued. This is our promise to our patients and our community.