Patient Services Manager

Administration- Operations
Full Time
Administration- Operations
Grant or HJAHC: 

patient services manager


Reports To: Director of Operations
Department: Operations- Administration
Classification: Exempt
Division:  Administration/Operations
Approved by: Director of Operations
Date:  4/20/19

Under the supervision of the Chief Operating Officer, responsible for overseeing Patient Registration, Medical Records, and the Call Center functions to help uphold Henry J. Austin Health Center’s mission. Responsible for insuring that patients experience a positive, professional and compliant experience. Expected to develop, organize, and manage the day-to-day delivery of service to patients, including reception area. Manages a team of Call Center Patient Service Representatives and Medical Records staff and ensures their development.

  • Implement and review practice policies and procedures, develop new and update existing policies/ protocols as needed and approved
  • Manage day-to-day operations of the reception area, including implementation of practice policies and procedures regarding health and safety
  • Ensure that existing reception systems are functioning efficiently, and provide effective solutions as needed
  • Maintain daily scheduling arrangements for clinical appointments, ensure appointments are available for booking 4-6 weeks in advance and that there are a sufficient number of available appointments
  • Produce and monitor workflow for clinical and support staff in a timely manner
  • Identify, train, and delegate scheduling tasks to properly trained staff
  • Monitor and assess practice performance against patient access and management targets
  • Ensure the registration processes for new patients are followed and reviewed
  • Ensure medical records are maintained in good order, in accordance with federal retention guidelines
  • Review practice complaints procedures and assist in managing as required; assure reception staff are adequately trained to handle complaints sensitively
  • Assist in ensuring patient satisfaction is maintained and provide opportunities for regular feedback, including patient satisfaction surveys
  • Assume reception desk responsibilities as needed; to be prepared to undertake reception duties in the case of unplanned absence of call center or reception staff
  • Handle requests for reports from insurance companies and other outside bodies; work with Finance department to manage accounting systems for such requests
  • Implement  and uphold organizational confidentiality policy and ensure training is always up-to-date for all staff, including new hires
  • Uphold confidentiality for information relating to patients, providers, colleagues, and other healthcare workers or the organization as a whole in accordance with HIPPA and other ordinances
  • Oversee Patient Services Supervisor
  • Ensure Call Center staff are properly trained in comprehensive telephone vetting
  • Assist in the development and implementation of telephone and face-to-face scripts for staff
  • Foster Joy in the Workplace in accordance with organizational initiatives


  • Coordinate with Director of IT to identify maintenance issues regarding appointment and scheduling system as they arise
  • Provide support and training to staff in using appointment system and other required software
  • Identify, organize and evaluation IT and other training needs for reception teams, medical records staff, and call center personnel; ensure full utilization of resources such as email, shared drives, Microsoft Office, appointment systems, and other
  • Alongside Director of Human Resources and Director of Operations, leads recruitment and retention efforts for call center, medical records, and patient registration staff
  • Attends meetings as required


  • Bachelor’s degree in Administration, Health Administration or similar field required; Master’s degree in Administration, Health Administration or similar field preferred
  • Certified Healthcare Access Manager (CHAM) certification through National Association of Healthcare Access Management (NAHAM) preferred.
  • Three to five (3-5) years’ experience in managing Call Center, Patient Registration, and/or Medical Records


  • Excellent written and verbal communication skills
  • Respectful to staff across all levels of the organization, patients and their families, and outside personnel

The physical demands described here are representative 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.

  • While performing the duties of this job, the employee is regularly required to remain in a stationary position between 25% and 75% of the time; constantly operates a computer and other office productivity machinery; employee is required to remain in a standing position between 50% and 75% of the time, often for long periods of time.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the work environment is usually moderate. Noise level may be higher on occasion due to specific ongoing projects.