Patient Experience Manager

SUMMARY: Responsible for overseeing day-to-day administrative operations to include scheduling, front desk check in/out, preauthorization, and the financial counselor. The Patient Experience Manager ensures that policies and procedures are in compliance and provides training and education as needed. To ensure success, this person should be confident and professional with fantastic communication, leadership, and management skills. This position interacts regularly with the physicians to identify and resolve issues that may arise.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO, THE FOLLOWING:

• Responsible for planning, implementing, and supervising day to day operations.

• Supervise administrative staff and assist with scheduling conflicts or operational issues.

• Accomplishes human resources objectives by interviewing, coordinating training, assigning, scheduling, counseling, evaluating, and disciplining employees. Communicates job expectations; plans, monitors, and appraises job contributions; monitors time and attendance of staff for payroll purposes and arranges coverage as needed.

• Monitors and staff’s patient intake and checkout process to ensure optimal patient flow and minimize patient wait times.

• Monitors and staffs the call center to ensure patients are scheduled in a timely manner, all appropriate patient and insurance information is captured and documented correctly.

• Attends required meetings and participates in committees as requested.

• Participates in professional development activities.

• Maintains confidentiality regarding personnel and business-related matters.

• Manages and resolves patient and/or staff complaints in a timely manner.

• Adhere to company dress and appearance requirements.

• Additional responsibilities as assigned by the CEO.

• High school graduate or equivalent required.

• A minimum of two years’ supervisory experience required.

• Minimum of four years in a medical office required orthopedic field preferred.

• Knowledge of third-party payer requirements including federal, state and private health care plans and authorization process.

• Knowledge of healthcare billing, and coding.

• Excellent computer skills: proficiency in MS Excel, Word, Outlook, and Power Point preferred.

• Working knowledge of Athena practice management software preferred.

• Knowledge of current HIPAA and OSHA regulations.

• A demonstrated commitment to high professional ethical standards and a diverse workplace.

• Ability to learn quickly and work under pressure in a fast-paced environment.

• Able to organize and coordinate department activities.

• Capable of instructing others.

• Must possess excellent interpersonal and customer service skills.

• Must be highly skilled in verbal/written communication, problem solving, prioritization and organization.

• Pleasant speaking voice and demeanor.

• Neat, professional appearance.