Patient Services Manager

Position Overview

The Patient Services Manager is responsible for the oversight and continuous improvement of the patient experience from initial appointment scheduling to onsite check-out and follow-up. This role manages and coordinates the activities of the Appointments, Check-In, and Check-Out departments.

Key Responsibilities

• Oversee the day-to-day activities and operations of the appointment scheduling, check-in, and check-out departments.
• Evaluate, revise, and implement departmental policies and procedures in collaboration with the Executive Director and Women First partners.
• Focus on improvement initiatives for processes, workflows, and overall departmental performance.
• Collaborate with Women First leadership on the development and monitoring of key performance indicators for the departments.
• Interview and hire departmental personnel in conjunction with the Human Resources Director and Executive Director.
• Supervise, train, and evaluate the performance of direct reports.
• Approve Paid Time Off (PTO) requests and monitor payroll and timecards for department staff.
• Recommend merit increases in conjunction with the Human Resources Director and Executive Director.
• Carry out disciplinary actions alongside HR and Executive leadership.
• Initiate and respond to correspondence with providers, personnel, patients, and vendors, and prepare reports as needed.
• Conduct regular department meetings and attend leadership and practice meetings.
• Address patient grievances promptly to resolve issues or concerns.
• Participate in professional development and stay current with healthcare trends.
• Perform departmental work as needed during staffing shortages.
• Maintain strictest confidentiality in all aspects of work.

Required Qualifications

• Understanding of organizational policies, procedures, systems, and objectives, including proficiency with computer systems and applications.
• Demonstrated skills in planning, organizing, supervising, and exercising initiative, judgment, problem-solving, and decision-making.
• Ability to develop and maintain effective relationships with medical, clinical, and business office staff, as well as with patients and the public.
• Proficiency in researching and preparing comprehensive reports.
• Excellent verbal and written communication skills.
• Education: High School degree required; college degree preferred or equivalent experience.
• At least 2-3 years of supervisory and/or leadership experience.
• Willingness and physical ability to meet job demands, including prolonged standing, walking, sitting, bending, stooping, and manual dexterity for operating office equipment.