Patient Services Manager

Description

Illinois Bone & Joint Institute, LLC, is one of the largest independent physician-owned orthopedic practices in the United States, with 100 locations and 150 physicians throughout the Chicagoland area, expertise in every orthopedic specialty, and complete diagnostic and rehab services. Illinois Bone & Joint Institute offers relief, solutions, and the comprehensive integrated care you need.

Summary

The Patient Services Manager (PSM) position is responsible for the overall daily front desk operations at our Physician Clinics and supervision and development of administrative staff. The PSM maintains a positive, professional, and team-oriented front desk environment. This role is accountable for front desk staff operational performance and stability. The PSM exemplifies professionalism, sound judgment, operational expertise and customer service excellence in accordance with company core values and standards. 

Responsibilities

• Review of the analytics platform, provider schedules, and patient accounts weekly
• Ensure optimal patient access options via cross clinic collaboration and scheduling, work queue management, central scheduling team support, and involvement of the Manager
• Ensure that Front Desk team members are proficient in all front desk best practice operations as detailed in their respective Job Description
• Supervise and coach Front Desk team members to meet administrative metrics relative to visit capacity, collections, and new referral follow through 
• Serve as administrative lead when issues require escalation/direction for resolution 
• Meet with direct Manager to review status of clinic initiatives, analytics, goals and metrics weekly
• Develop relationship with the local Physician Administrator
• Manage the Performance Appraisal cycle of support staff 
• Manage staff time off and coverage options
• Conduct on-site interviews of new hire support staff (as applicable) 
• Manage all tasks as assigned on New Hire, Transfer and Termination processes
• Attend monthly management meetings and conference calls as required
• Communicate effectively with company staff and utilize/navigate company resources appropriately
• Participate as needed in special projects or other clinic coverage as requested
• Assist in maintaining a clean and safe work environment 
• All other duties as assigned

Requirements

Competencies

• Leadership 
• Initiative 
• Communication Proficiency 
• Relationship Building/Team Building
• Critical Thinking and Problem Solving
• Organizational Skills
• Technical Proficiency in practice management and physician/Rehab specific electronic health record software systems

Work Environment

• Flexible to work opening and closing shifts, or any shift as determined by clinic needs
• Fast paced professional office setting
• Routine use of standard office equipment such as computers, phones, photocopiers, filing cabinets, scanners, and fax machines
• Travel required for meetings or coverage

Education and Experience Requirements

• Bachelor's Degree or higher (Healthcare concentration preferred) or the equivalent of 3 years of customer service management experience (Healthcare background preferred)
• Displays professional and effective writing and verbal communication skills
• Versed in technical skills such as EMR software; Practice Management software; Windows; MS Office; Email access; internet navigation
• Typing speed minimum 40 words per minute
• Physical Requirements 
• Ability to lift a maximum of 20 pounds to waist height
• Ability to be standing and sitting on a Frequent basis during the day
• Ability to work on a computer on a Frequent basis during the day