Job Details

Patient Services Manager
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Position Number: 5802756
Location: San Francisco, CA
Position Type: Health and Medical Services

Patient Services Manager

Primary Purpose:
The Patient Services Manager is responsible for overseeing daily operations at the University of the Pacific Hearing and Balance Center in the Audiology department. This role includes managing patient services, front-desk operations, and patient service workflows, while ensuring an efficient, patient-centered environment. In addition to supervisory duties, they will also perform front desk responsibilities during clinic hours, including patient check-in/check-out, appointment scheduling, and answering phone inquiries.
The Patient Services Manager will provide leadership to faculty and staff and collaborate with clinical teams to improve processes and service delivery. This position requires strong multitasking skills, advanced customer service experience, medical office management expertise, and the ability to thrive in a fast-paced environment. The Patient Services Manager will work closely with clinicians, students, and faculty to ensure seamless operations, while fostering an inclusive and culturally competent healthcare environment.

Essential Functions:

The Patient Services Manager will lead clinic operations and process improvement
Oversee day-to-day patient service operations, including patient check-in/check-out, appointment scheduling, and phone call management.
Perform front desk duties, execute patient service policies and procedures, managing patient inquiries and providing a high standard of customer service.
Actively identify opportunities for process improvement and automation within clinic operations to enhance service delivery and efficiency.
Ensure all clinic operations comply with federal and state privacy regulations (FERPA, HIPAA).
Leadership and oversight of student workers.
Lead and mentor clinic staff in patient service operations.
Provide training, evaluate performance and ensure adherence to patient service policies and procedures.
Manage work schedules and coordinate staff meetings to maintain clinic productivity.
Ensure optimal patient flow throughout the clinic, coordinating intake, scheduling, and collaboration with clinical staff.
Address patient concerns and ensure that patients are seen in a timely and efficient manner to enhance overall satisfaction with clinic services.
Oversee management of patient records, ensuring compliance with HIPAA and other privacy laws.
Collaborate with the Clinic Director and clinical staff to streamline patient intake, billing, and administrative workflows.
Cultural Competency and Inclusion including engagement in cultural competency initiatives to foster an inclusive environment for patients, staff, and students from diverse backgrounds.
Promote and maintain a high standard of customer service that reflects the diverse population served by the clinic.
Collaboration and support faculty and students with clinic-related administrative tasks, including scheduling, patient appointments, and access to medical records.
Assist students in understanding clinic processes and navigating patient interactions.
Collaborate with the Clinic Director on budgeting, purchasing, and managing clinic resources.
Perform other related duties as assigned based on clinic needs.

University of the Pacific recognizes that diversity, equity, and inclusion is foundational to the success of our valued students and employees. We prioritize policy and decision-making that demonstrates awareness of, and responsiveness to, the ways socio-cultural forces related to race, gender, ability, sexuality, socio-economic status, etc. impede or propel students, faculty and staff.

Minimum Qualifications:

Bachelor's Degree. (Two (2) years of full-time experience in the same/similar position is equal to one (1) year of completed post-high school education coursework.)
Three (3) years of work experience in a healthcare setting.
One (1) year in a supervisory or managerial role.

Preferred Qualifications:

Experience in call center and/or medical records setting.
Bilingual in English and Spanish or Mandarin.
Strong proficiency in office management software (Word, Excel, clinic management systems).
Experience in supervising administrative staff.
Experience and sensitivity in working with people of diverse backgrounds and cultures.
Demonstrated experience in advancing social justice, equity, and inclusion in a university setting.
Ability to engage and integrate culturally responsive practices and knowledge in their work.

Physical Requirements:
The physical demands described here are representative, but not definitive of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Frequent standing, walking, sitting, bending, stooping, reaching, computer and phone use. May be requested to lift up to twenty-five (25) lbs. Infrequent climbing stairs, walking across campus. Constant communication using both spoken and written means.

Work Environment/Work Week/Travel:Work performed during standard business hours.

Hiring Range: $66,560.00 - $84,137.02 per year. We consider factors such as, but not limited to, scope and responsibilities of the position, candidate's qualifications, internal equity, as well as market and organizational considerations when extending an offer.

Background Check Statement:
All applicants who receive a conditional offer of employment are required to execute a release and authorization for a background screening.

To apply, visit https://pacific.peopleadmin.com/postings/29381

University of the Pacific is an affirmative action and equal opportunity employer dedicated to workforce diversity. In compliance with applicable law and its own policy, Pacific is committed to recruiting and retaining a diverse faculty and staff and does not discriminate in its hiring of faculty and staff, or in the provision of its employment benefits to its faculty and staff on the basis of race, color, religion, national origin, ancestry, age, genetic information, sex/gender, marital status, military and veteran status, sexual orientation, medical condition, pregnancy, gender identity, gender expression, or mental or physical disability.