Patient Services Manager
We are looking for an engaging Patient Services Manager (PSM) to run our patient services department. The PSM is responsible for the coordination and management of a wide variety of administrative and facility activities that support the agency and patients with service and information needs, managing Patient Services staff, and the maintenance of patient clinical records. The PSM is also responsible for coordinating and managing communications between the public/patients and family and field staff to ensure high quality patient care.
This is an in-house, non-remote position.
Essential Functions/Major Responsibilities
• Daily management of Patient Services staff. May supervise temporary staff or volunteers.
• Organizes, implements, manages, and coordinates the administrative support services of the agency.
• Responsible for facility maintenance of our main office building and surrounding areas working with multiple vendors/work crews to ensure everything is in working order and in compliance.
• Maintains client confidentiality and abides by clients Rights and Responsibilities in accordance with HIPAA, PHI, and clinical record regulations.
• Ensures that patients, visitors, and staff are greeted and provided complete and meaningful information as well as being treated in an open, empathetic, supportive, and responsive manner.
• Provides supportive functions to clinical staff with admissions, transfers, conferences, communications, deaths, and discharges of patients.
• Coordinates the compilation, data entry, and timely, accurate maintenance of the medical record to meet agency, state, federal and CMS requirements, and ensures patient documentation is uploaded to EMR accurately and timely.
• Ensures that the clinical record, including physician orders and care plans, are processed, and sent to physicians for signature in an accurate and timely manner and in compliance with agency guidelines, medical record practice, and regulatory guidelines.
• Develops and implements patient services policies and practices and ensures department conformance to agency policies.
• Ensures Patient Services staff compiles and updates IDG Meeting agendas to ensure discussions are occurring in compliance with CMS regulations regarding type of discussion and meeting required deadlines.
• Serves as resource person around interpretation of the hospice Medicare benefit to the support staff, the medical community, and payers.
• Utilizes resources according to agency and department goals through effective budget preparation and ongoing control of financial results.
• Creates a work environment that reflects a professional and positive atmosphere, promotes employee satisfaction and competence, and displays strong evidence of teamwork that promotes quality outcomes and satisfied customers.
• Creates needed reports within the EMR for data capture and help in data analysis, interpretation, and reporting across multiple departments.
• Operates somewhat complex equipment, often requiring education/training, including computer hardware/software, electronic medical record systems, and complex communication equipment such as a multi-line telephone system.
• Routinely integrates continuous quality improvement principles into department practices.
Specific Job Skills
• Strong written, verbal, and interpersonal communication skills a must.
• Strong leadership capabilities including managing, coaching, training, and mentoring a diverse staff.
• Ability to establish and maintain effective working relationship with staff, team members, professional groups, volunteers, and general public is a must.
• Requires examining complex information and/or situations and evaluates potential impact, options, and makes recommendations.
• Must relate to patient and families in an open, empathetic, and supportive manner while maintaining personal and professional boundaries.
• Ability to function in high stress situations and manage multiple priorities.
• Understanding of payer contracts and regulations.
• Knowledgeable on Medicare Conditions of Participation and CMS standards.
• Knowledgeable in HIPAA / PHI regulations regarding the release and protection of protected health information.
• Emotional maturity to cope with ongoing needs of participating in a hospice program.
• Effective time management skills.
Required Education /Experience
• Minimum of two years of staff management.
• Two years of in-office management experience preferably in a hospice or health care setting.
• Associate degree or bachelor’s degree from a health information. High school diploma or equivalent is also required.
• Formal training in medical terminology.
• Knowledge of hospice and palliative care concepts.
• Proficient "super-user" with electronic medical record keeping systems.
• Computer literacy, including demonstratable software proficiency in Microsoft Office, spreadsheets, word processing, and data bases.
• Understanding of Medicare and third-party reimbursement.
Required Certification/Licensure
• Certified Electronic Health Records Specialist (CEHRS), or equivalent.
• Registered Health Information Technician certification (RHIT) or Registered Health Information Certification Administrator certification (RHIA) preferred.
• Must have current Oregon driver’s license, dependable transportation, and proof of current automobile insurance.
Why Willamette Vital Health:
• Competitive salary and benefits, including EAP (Employee Assistance Program) 401-k with matching contributions, generous PTO, pre-tax spending accounts for healthcare (FSA) and dependent care (DCA)
• Ongoing education, training, and support
• Option to purchase several programs at low cost: critical illness/accident insurance, voluntary life insurance, ID/Legal Shield, FIGO pet insurance.
Thank you for your interest in joining the team at Willamette Vital Health.
Willamette Vital Health is an Equal Opportunity Employer dedicated to providing a diverse, equitable, and inclusive work environment. We do not discriminate on the basis of race, color, national origin, physical characteristics, age, religion, creed, gender, gender expression, sexual orientation, marital status, mental or physical disability, victims of bias or violence, or veteran status. All qualified candidates legally able to work in the United States are encouraged to apply.
