Patient Representative Manager

Description:

Join our amazing team at The Steadman Clinic, and be an integral part of a cutting-edge organization that is amongst the best in the world at what they do. This is an excellent opportunity to take your health care career to the next level in a unique and highly valuable role, or kick it off with a world-class organization in an amazing facility. Based in Vail, Colorado (this role will travel regularly to our clinics in Basalt/Aspen, Edwards, and Frisco) is one of our nation's iconic mountain destinations, and highly desirable spot to live if you love the outdoors. This position is eligible for our excellent benefit packages and perks (including a wellness benefit you can use for your ski pass!), and strong work-life harmony.

The Manager for our Patient Representatives supervises all front desk employees in our Vail, Frisco, Edwards and Aspen clinics. This position encompasses all the duties of the patient representative and is the initial face-to-face representation of our world-class customer service. This manager position provides leadership and support to all front desk employees (at all clinic locations), implements and enforces The Steadman Clinic standards of excellence in all areas supervised. This position includes duties which facilitate the work of the physicians and clinical staff. The Front Office Manager uses initiative in carrying out recurring assignments independently without specific instruction, but refers deviations, problems and unfamiliar situations not covered by instruction to VP of Clinical Operations for decision or help. This position will also generate and manage correspondences as directed.

Location: Vail, CO; Basalt/Aspen, CO; Frisco, CO; this role will travel regularly to other clinic locations, as much as 40%.and as needed by the organization.

Classification: Full-time, year round, exempt positions with benefits; call responsibility varies.

Start Date: Spring 2024 - Applications for this position will be accepted until 30 days from the posting date. If the position is not filled during this time, the application window will be extended. Candidates who are selected to move through the interviewing process will be contacted directly.

MAJOR JOB RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

Team:

Provide guidance and direction to our patient representative employees, including setting performance standards.
Ensure team members possess positive attitude that creates welcoming environment for patients and employees
Mediate interpersonal problems and address concerns. Make recommendations to the VP- Clinical Operations concerning personnel matters and assist with follow through of disciplinary actions.
Appraise staff.
Interview, hire, train and evaluate front desk staff to maintain the high level of customer service set by the Steadman Clinic
Work with Director of Patient Experience to ensure service standards set and maintained, and the Steadman Clinic branding is consistent across all locations
Accountable for following up with staff and their mistakes & documentation.
Motivate employees for growth and development
Schedule all front office staff and address staffing changes to make sure all positions are covered when employees are out sick, on vacation or have terminated employment.
Oversee & sign off on time sheets for patient representative employees.
Approve and deny time off requests, keep shared TO calendar up-to-date.
Fill in as necessary in any front office position.

Financial:

Responsible for overseeing a process that ensuring the staff balance their batches/collections.
Initiate a rewards program for most collections made by front desk employee.
Periodically review postings by staff to ensure accuracy.
Work with Billing office to decrease billing errors due to patient registration.

Clinical teams:

Creation, implementation, and maintenance of front office training policies saved on the shared drive.
Interact with practice managers to address concerns and ensure seamless patient registration
Work with all clinical team members as the liaison between front desk and clinical staff.

Overall:

Handle difficult patients/patient complaints with professionalism, and report patient concerns to Director of Patient Experience
Ensure all outstanding issues are resolved by end of day, or acceptable plan is in place for resolution
Interact with insurance, scheduling and medical records team leads for improved processes
Periodically review front desk operations for efficiency & accuracy.
Monitor wait times in reception area and work with clinical teams to provide solutions for improved patient experience
Constantly review registration forms for improvement and work with Clinical Applications Manager towards digitizing processes
Continuously educate team on Modmed enhancements, work with Clinical Applications manager to enhance registration
Make recommendations to VP Clinical Operations as to ways in which the front desk can be enhanced.
Handle maintenance and facilities requests within the Vail, Frisco, Edwards clinics
Work with Housekeeping provider to schedule regular maintenance for carpets, tiles and other
Stock supplies for front office and admin support
Responsible for making sure all clinic reception areas are well-maintained with newspapers, magazines, coffee and snacks.
Regularly visit other clinic locations to meet with FD employees and ensure The Steadman Clinic standards maintained.
Other duties as assigned
Requirements:
High School diploma or GED, prefer Bachelor’s degree and at least three years of patient representative experience highly preferred, and/or other applicable health care experience.
Supervisory experience (3 - 5 years) highly preferred.
Knowledge of medical insurance billing preferred.
Knowledge of Microsoft computer applications.
Ability to travel regularly to all clinic locations, up to 40%, both planned and unplanned.
Ability to fluently speak and understand English.
Pleasant, courteous manner required and ability to handle patient service issues, in person or on the phone.
Able to work in a fast paced environment and handle a variety of tasks simultaneously; ability to work with frequent interruptions.
Excellent organization, communication (both written and verbal) and interpersonal skills required.
Must be able to handle sensitive and confidential information appropriately and represent The Steadman Clinic in a mature, professional manner at all times.
Must be energetic, quality driven and have proven ability to be productive member of the cohesive team of peers dedicated to providing optimum patient care.
Must maintain a professional attitude towards patients and an excellent and collegial working relationship with other Steadman Clinic, Steadman Philippon Research Institute and hospital personally.

Benefits:

Health Insurance (medical, dental, vision)
Company 401k Contribution
Paid Time Off
Sick Time
FAMLI Leave
Paid Holidays
Life Insurance
Short and Long Term Disability Insurance; AD&D; Hospital Indemnity
Referral Program Incentive
Parking Available
Discretionary Bonus Program and Ski Pass Benefit
And more!

We are an Equal Opportunity Employer. We are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.