Manager, Patient Services

Job Description

Job Summary: Oversee the daily operations of the patient services department. Requires extensive experience in customer service within the healthcare industry, along with knowledge and experience in medical billing. This role is pivotal in ensuring that patients receive the highest level of care and service.

Key Responsibilities:

• Lead, supervise, and motivate the patient services team to deliver exceptional service.
• Continuously assess and optimize departmental workflows and procedures to enhance operational efficiency and elevate customer satisfaction metrics.
• Work with leadership to ensure consistency in vision and expectations for team performance
• Develop and maintain Key Performance Indicators to gauge departmental, procedural, and individual success and generate insightful weekly/monthly/quarterly reports for executive leadership.
• Leverage data analytics to ensure data driven decision-making and to identify and address areas requiring improvement, thereby contributing to organizational excellence.
• Serve as a point of escalation for complex patient or customer-related issues, ensuring resolution in a timely and effective manner.
• Work closely with Client Services, Finance, Billing, and other departments to ensure seamless patient care.
• Participate in interdisciplinary meetings and contribute to the development of patient care plans.

Patient Experience:

• Be an advocate for patients with a focus on predicting and preventing escalated events and resolving any disputes in consultation with leadership.
• Ensure a positive patient experience by addressing concerns, resolving complaints, and facilitating communication between patients, payors, and healthcare providers.
• Monitor and analyze patient feedback to identify areas for improvement.
• Implement patient service programs to enhance patient care and satisfaction.
• Address and resolve escalated patient issues and concerns promptly.

Operational Oversight:

• Oversee the Patient Services team and scheduling of staff.
• Manage patient records and ensure the accuracy and confidentiality of patient information.
• Facilitate frequent team meetings to disseminate updates, foster open communication, and advance professional development opportunities.
• Develop and administer the departmental budget, monitoring expenditure to ensure fiscal responsibility.
• Make informed resource allocation decisions based on project timelines and personnel needs.

Talent Acquisition and Development

• Lead talent acquisition and development initiatives, comprehensive customer service and medical insurance/billing training programs, and performance evaluations to build and maintain a high-performing team.
• Conduct regular performance evaluations and provide coaching and development opportunities.
• Train staff on best practices in customer service and patient interaction.

Regulatory Compliance and Governance:

• Assure complete compliance with relevant industry regulations, including the Health Insurance Portability and Accountability Act (HIPAA) and Protected Health Information (PHI) requirements.
• Coordinate with Legal, Security, IT, Quality Assurance, and Compliance teams to ensure all departmental activities meet regulatory standards.

Qualifications:

Education and Experience:

• Bachelor's degree in Healthcare Administration, Business Administration, or a related field. Alternatively, equivalent experience in Healthcare and/or Medical Billing.
• Must have 5 or more years of experience in customer service management/leadership in the medical field/lab setting.
• Proficiency in using Microsoft Office Suite, CRM, Healthcare Management software, LIS, and/or related tools required.
• Certification in medical billing and coding is advantageous.
• Must have a strong understanding of HIPAA and PHI regulations.

Skills and Competencies:

• Must demonstrate professionalism, reliability, and the ability to work in a high-paced environment.
• Strong leadership and team management skills.
• Exceptional analytical skills and experience with performance metrics.
• Excellent communication and interpersonal skills.
• Ability to handle difficult situations with empathy and professionalism.
• Strong organizational and problem-solving abilities.

The annualized base salary range for this role is $102,700 - $171,200 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.

Agency and Third Party Recruiter Notice:

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.

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