UNIV - Manager, Resident Clinic Patient Service Representatives - College of Dental Medicine

Medical University of South Carolina • Charleston, SC

3d

About The Position

Under the direction of the Director of Patient Access, the Manager, Student Clinic Patient Service Representatives (PSRs) provides operational leadership and oversight of all front-end patient access functions within the Student Clinics. This role is responsible for ensuring standardized, efficient, compliant, and patient-centered access operations aligned with the College’s centralized Patient Access structure. The Manager directly supervises all Student Clinic PSRs and is accountable for team performance, service excellence, workflow standardization, financial stewardship, and continuous improvement. This leader partners closely with Clinical Affairs managers and other stakeholders to ensure seamless patient flow, cross-functional collaboration, and an exceptional patient experience.

Requirements

• A high school diploma and five years relevant experience in business management, public administration or administrative services; or a bachelor's degree and three years experience in business management, public administration or administrative services.

Responsibilities

• Directly supervise all Resident Clinic PSRs, including recruitment, onboarding, training, performance management, coaching, retention, and progressive discipline in accordance with MUSC HR policies. Develop and implement structured onboarding and ongoing training plans to ensure workflow standardization and cross-coverage capability across clinics. Support career development and succession planning initiatives to build leadership readiness within the PSR team. Monitor time and attendance, approve payroll and leave requests in OurDay, and ensure compliance with University policies. Partner with Human Resources on employee relations matters, including FMLA, ADA, and other leave considerations. Ensure staff completion of required annual compliance training and professional development activities.
• Lead and oversee patient registration, scheduling, admissions, insurance verification, consent management, and demographic accuracy. Ensure consistent implementation of standardized workflows across all Student Clinics in alignment with centralized Patient Access policies. Conduct routine chart audits to ensure documentation compliance, including annual consents, identification, and insurance records. Identify operational gaps and collaborate with the Director of Patient Access and Training Team to implement process improvements and workflow redesign as needed. Ensure compliance with University, State, and Federal regulations including HIPAA and OSHA requirements. Partner with Student PSR Manager and Care Coordination Manager to ensure alignment between front-end scheduling, clinic capacity, and referral management processes.
• Establish, monitor, and continuously refine Key Performance Indicators (KPIs) aligned with Patient Access and Clinical Affairs goals. Analyze real-time and historical performance data to evaluate productivity, accuracy, patient access metrics, and service levels. Develop and implement corrective action plans when performance standards are not met. Prepare and present weekly and monthly performance reports to the Director of Patient Access. Contribute to departmental strategic initiatives focused on access optimization, patient experience improvement, and operational efficiency.
• Serve as the primary escalation point for complex patient access and customer service concerns within the Student Clinics. Lead service recovery efforts to ensure timely, professional, and patient-centered resolution of complaints. Track, trend, and analyze patient complaint data to identify systemic issues and recommend process improvements. Collaborate with Clinical Affairs leadership when concerns require higher-level intervention or policy clarification. Reinforce service excellence standards and accountability across the PSR team.
• Manage and reconcile the Resident Clinic Change Funds in accordance with CDM and University policies. Oversee daily cash drawer reconciliation, distribution of change funds, and deposit processes. Ensure adherence to internal control standards and financial compliance requirements. Identify opportunities to strengthen financial controls and improve reconciliation efficiency. Serve as back-up to the Student PSR Manager for these duties
• Promote a culture of accountability, engagement, and continuous improvement aligned with the Patient Access strategic vision. Conduct regular individual rounding and team meetings to communicate expectations, gather feedback, and reinforce performance standards. Prepare agendas, document meeting minutes, and ensure timely follow-up on action items. Support change management initiatives associated with Patient Access centralization and clinic optimization efforts. Perform other duties as assigned by the Director of Patient Access.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED