The Patient Services Manager is responsible for managing the day to day operations of the Operations department including by ensuring workflow efficiencies, developing procedures and employees, managing the customer service and waiting for payment queues, image indexing, Pre QA, and insurance support function of the processing of covered services for patients
Manages the production and quality process of various operational teams by allocating resources to ensure workflow efficiencies while adhering to applicable laws and regulations governing pharmacy practice. Manages and coordinates the adherence to established customer standards by ensuring proper staffing levels of Operations positions.
Develops the Group Supervisors and their teams through orientation, training, communication of rules and constructive discipline while building employee morale, motivation, and loyalty. Identifies and develops employees' abilities for promotional opportunities and potential contribution to the Company in order to meet the changing needs of the facility. Informs all appropriate personnel of departments' plans, programs, and operations that affect their areas, and encourages feedback from all employees to increase productivity. Implements department organization structure through proper hiring and placement, scheduling of work, assignment of responsibility, and delegation of authority. Develops employees through orientation, training, establishment of objectives, communication of rules, and constructive discipline.
Conducts timely performance evaluations for the subordinate staff; sets specific, measurable and realistic perfomance objectives; provides constructive feedback and recognition.
Coordinates services with the pharmacy department managers to effectively interface the processing of the order through the appropriate operational stages through the fulfillment of the order within productivity and quality standards.
Manages the production and quality of the referral process, insurance verification and customer service functions. Manages and coordinates the adherence to established standards.
Facilitates the implementation of new technology and maintains an operating knowledge of computer systems and software that affect the facility's operation and performance.
Develops, implements and maintains Standard Operating Procedures and Detail Aids related to the operational departments in accordance with state and federal regulations to service the patients based on changes related to the industry, system and the processing of the order in addition to the needs of the business.
Manages the production and efficiency of the exception resolution process. Manages and ensures there is a high level of focus on customer service and client relations. Ensures that customer complaints and inquiries are satisfactorily resolved.
Maintains awareness of developments in the pharmaceutical, insurance and call center industry and ensures compliance with government regulations, legal standards and requirements.
Required qualifications, skills and experience
Bachelor’s Degree and at least 1 years of experience in Patient Care, healthcare, retail or customer service oriented role OR High School/GED and at least 3 years of experience in Patient Care, healthcare, retail or customer service oriented role
Pharmacy Technician License or Certification preferred unless required by state as granted by the state Board of Pharmacy or nationally recognized certification agency.
Experience in communicating both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, prospective acquisitions, external clients).
Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
Experience in diagnosing, isolating, and resolving complex issues and recommending and implementing strategies to resolve problems
Experience in coaching, mentoring, and training staff.
Experience in presenting to and coordinating senior level meetings, including preparation of agendas, documenting meeting minutes, sending out documents to attendees.
Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
Experience establishing & maintaining relationships with individuals at all levels of the organization, in the business community & with vendors.
Intermediate level skill experience in Microsoft Office 2003 or later: Word (for example: creating and modifying text styles, numbering and sorting lists, working with sections and columns, formatting tables, and using templates and using diagrams and drawing tools), Excel (for example: formatting text and borders of cells, working with workbooks and worksheets, using range names, referencing cells, sorting, and auto filtering) and PowerPoint (for example: creating presentations, adding and removing slides, entering and formatting text, applying design templates, modifying masters, inserting graphics and objects, creating handouts).
Basic Internet Explorer skills experience to include opening a browser, typing in URLs in the correct location, using a search engine, bookmarking a site, navigating using back/forward/stop buttons, and filling out forms online
At least 1 year experience planning, developing, and managing departmental expense and capital budgets.
At least 3 years experience directly managing people, including hiring, developing, motivating, and directing people as they work
At least 3 years experience in indirect management of team members, including assisting in the development, training and assignment of work/projects to other team members.
Travel Requirements: (if required)
Willing to travel up to 5% of the time for business purposes (within state and out of state).
Desired qualifications, skills and experience
At least 1 year previous experience in healthcare or pharmacy setting.