Patient Services Operations Manager

Purpose

The Patient Services Operations Manager provides strategic and operational leadership for Patient Services Representatives (PSR) and Patient Services Representatives - Lead across multiple clinical sites. In partnership with Clinic Administrators of assigned sites, this role oversees all front office operations and direct leadership of assigned staff, including day-to-day oversight of clinic schedules to meet patient access needs. The Manager is responsible for optimizing patient care delivery and supporting a positive staff experience. As a key member of the operations leadership team, this role partners with site leaders, clinical teams, and centralized departments to drive workforce development, operational excellence, and a culture of safety, accountability, and continuous improvement.  

Health, Wellness & Retirement Benefits: 

• Medical, Dental & Vision insurance
• Paid time off & paid holidays
• Retirement with contribution match
• Life & AD&D, pet insurance
• Employee assistance program, & more!

Compensation:

• The target wage range for this position is $68,494.40 to $‎84,926.40 annually.
• Final offers are individually based on various factors, including skill set, years of experience, location, qualifications, work schedule and other job-related reasons.

Primary Responsibilities: 

People Leadership (50%):

• Provide direct supervision, coaching, and professional development for a regional team of 10–25 PSR, including PSR Leads. 
• Lead recruitment, onboarding, training, evaluations, and corrective actions with HR and site leaders; coordinate and support onboarding and performance of staff including float pool staff and volunteers at assigned clinics. 
• Conduct regular 1:1 meetings to support staff growth, retention, and performance. 
• Foster a high-trust, inclusive work environment that encourages open dialogue, collaboration, and innovation. 
• Monitor and adjust staffing and FTE levels across clinics based on operational needs, including same-day coverage coordination and long-term staffing planning. Collaborate with Clinic Administrators on scheduling, timekeeping, and workforce planning. 
• Ensure direct reports complete required training, competencies, and documentation. 
• Facilitate training and support staff in pursuing advanced skills and leadership pathways. 
• Lead and/or facilitate staff and team meetings, including but not limited to creating agenda, tracking deliverables and minutes. 

Operations Management (50%): 

• Participate in organizational planning and policies or procedure development with central Operations team and leadership. 
• Implement and monitor standardized workflows for all Patient Services front office operations, ensuring alignment with organizational standards and regulatory requirements. 
• Monitor and adjust staffing across clinics based on operational needs, including schedule creation, same-day coverage coordination, and long-term planning. 
• Ensure compliance with cash handling procedures and complete daily reconciliation. 
• Complete required Front Office process and financial reports in a timely manner. 
• Develop training materials and tools for staff. Conduct monthly Revenue Cycle Front Office operations training for new and current staff, in partnership with Director of Revenue Cycle and peer leaders. 
• Use data and feedback to identify process improvement opportunities. Lead and/or support implementation of solutions to improve patient services operations efficiency, patient access, and clinical quality. 
• Work with assigned clinic Lead teams to plan for long-term patient and staff needs, resources, and process improvements. 
• Support resolution of patient issues and/or complaints in a timely manner. Escalating to site leadership, as needed, to ensure effective outcomes. 
• Champion a culture of equity, safety, and continuous improvement that aligns with Neighborcare’s mission and core values. 
• Partner with assigned clinic site lead team during annual budgeting. 

Required Skills:  

• Knowledge of HIPAA and confidentiality regulations as they apply to patient and staff information 
• Knowledge of electronic medical records (Epic preferred), including navigation, task management, and basic reporting 
• Knowledge of principles of standardized clinical workflows and performance improvement 
• Knowledge of culturally responsive practices and an understanding of how identity (race, ethnicity, gender, etc.) intersects with patient and staff experience 
• Intermediate knowledge of front office operations