Patient Services- Manager

VANGUARD SKIN SPECIALISTS•Colorado Springs, CO

12d•Onsite

About The Position

The Patient Services Manager is responsible for leading the Patient Services and Referrals teams to meet goals related to answering the phone, scheduling patients, making follow up calls, handling recall and all steps of the inbound and outbound referral processes, and overseeing our community medical relationships. The Patient Services Manager proactively builds relationships with community physicians, optimizes provider schedules, and provides excellent service to patients as well as referring physicians. Schedule: Full-time. Most managers work 40 to 45 hours per week. During certain weeks with outreach events or high team vacations, hours can spike higher. Location: Based primarily in the headquarters office. May have some coverage in other locations as needed.

Requirements

Reflect Vanguard’s core values of excellence, integrity and humility.
Bachelor’s degree or an equivalent combination of education, training, experience.
Over two years of healthcare experience with progressively increasing responsibility including leadership of a strong performing team.
Proven track record of process and systems improvement.
Outstanding written and verbal communication skills, with an ability to communicate complex processes and ideas in a simple, concise manner .
Strong interpersonal skills. Interact with others with a high degree of professionalism and integrity.
Work in a systematic and organized manner, with the ability to understand details and numbers.
Deal with highly confidential information in a trustworthy manner.
Exhibits integrity in decision-making.
Strong proficiency in Microsoft Windows, Word, Excel, Outlook and ability to learn other programs.
Management style that is open to new ideas, works well with diverse personalities and people, maintains positivity and does not micromanage.
Ability to handle stressful situations with poise, tact, and grace.
Help build and develop a team that attains the following Coach team members to reach individual goals Patient Services Answer designated number of phone calls per day Attain >90% availability Respond to patient messages (email, voicemail, online) within 30 minutes High accuracy in patient scheduling and handling requests Referral Initial call to referred patients within 2 business days Thank you fax to referring provider within 2 business days Close out (after 2 attempts to patient) within 10 days Notes back to all referring providers within 3 business days of locking Lead the team to shared goals Maintain a missed call rate of 10% or less on scheduling and referral lines (Note 10% Vanguard target is for actual missed calls, not missed on 1st ring) Wait time <1 minute Maintain timely patient recall Schedule Utilization >95% 10% increase in direct referrals over prior year Contribute to practice goals Patient satisfaction >4.5 Improve team efficiency and resource allocation, so that team attains metrics while reducing team expense as % of revenue

Responsibilities

Manage the Patient Services team to fulfill its responsibilities which include the following: Answer scheduling line and handle patient requests appropriately.
Accurately enter patient information in the system and book appointments for multiple providers across multiple offices.
Effectively and efficiently communicate with patients, providers, and other staff to ensure patient questions and concerns are addressed in a timely manner. Communication includes in person, via phone, by email, and by mail.
Handle patient recall; Remind patients of follow up appointments through email, postcards, and phone calls.
Ensure that patient communication via the online scheduling platform is reviewed and addressed appropriately.
Ensure accuracy of appointments booked via the online scheduling platform.
Manage the Referral team to fulfill its responsibilities which include the following: Upload and sort fax inbox.
Provide excellent service to inbound referring physicians and advanced practice practitioners, so that patients are scheduled correctly, provider offices are informed on status.
Ensure all inbound and outbound referrals are handled accurately and in a timely manner, with all patients triaged appropriately.
Actively manage referrals and wait list to keep provider schedules full.
Build relationships in the community: Build referring provider relationships for the practice by helping Vanguard medical providers to build relationships, orchestrating outreach events, sending mailings, following gup with new referrals, etc.
Develop relationships with referral coordinators at other offices; visit partner and buddy offices at least twice per year
Proactively monitor referrals to identify areas for improvement.
Reach out to new primary care physicians who come to town.
Understand trends and news within the referral community, keep the Board updated on relevant issues, and help create referral strategy.
Monitor performance of teams: Patient Services: Run team and individual reports for the Patient Services group such as missed call rate, wait times, and availability. Listen in on phone calls to provide coaching to team members.
Referrals: Run team and individual reports such as tasks completed or documents uploaded, referrals received per month by office and provider, etc.
Team Oversight: Help train, coach, and supervise team members, including developing and leading sessions for new staff orientation and subsequent weeks.
Provide team with resources, updated SOPs, and training materials.
Ensure sufficient team coverage to meet goals, while working with supervisor to stay within budget.
Develop and lead a high performing team that meets targets and is inspired to follow Vanguard’s mission.
General support: Support Operations Director in special projects and initiatives. Help keep Vanguard focused and moving toward its mission.