Manager, Clinical Support Services

Overview

WMU Homer Stryker MD School of Medicine (WMed) is seeking a Manager, Clinical Support Services. Responsible for overseeing all activities related to optimizing patient scheduling and registration tasks, collection of payments due, and insurance verification to promote maximal insurance reimbursement and efficient team functioning.

 

Under the guidance of the Director, Clinical Services, serves as the manager of Registration and Scheduling, Clinic Support Technician, and Referral staff within assigned clinics.

Responsibilities

• Responsible for providing leadership in the operational activities of assigned staff including registration/schedulers, referrals, and clinical support technicians.
• Understands and adheres to HIPAA policies, procedures and regulations to assure patient confidentiality
• Responsible for approval of staff time cards and PTO requests while ensuring staff is adhering to WMed PTO and time and attendance policies.
• Works in collaboration with other Clinical Affairs leaders to ensure clinics are running efficiently.
• Advocates for team members and communicates with clinical leadership appropriately.
• Supervises, directs, and reviews work of assigned staff to ensure accurate and timely completion of responsibilities.
• Coordinates the hiring process for all open positions including interviews and hiring recommendations.
• Performs evaluations and competencies no less than annually for existing staff with new staff reviews at 90 days of hire.
• Ensures the team consistently provides world class customer service and acts responsibly with patient care.
• Participates in team and departmental goal setting and completes assigned projects by target dates.
• Leads team meetings on a regular basis, assessing the quality, quantity and efficient delivery of customer service/care for registration/schedulers, referrals, and clinical support technicians.
• Builds and maintains a positive relationship, effectively communicates with and is constantly coordinating with registration/schedulers, referrals, and clinical support technicians.
• Monitors staffing and workflow, communicates needs to Director of Clinical Affairs.
• Responsible for all staff training and creating/maintaining how-to manuals.
• Availability to work on weekends and evenings to complete time sensitive projects.
• Acquires knowledge for new technology and policy/procedure revisions.
• Create weekly schedules for staff to ensure proper coverage for all clinics, including monitoring PTO and call ins
• Responsible for the after-hours answering service.
• Responsible for the day-to-day technical management of the Registration/Clerical and Referrals department.
• Able to perform all registration, scheduling, and referral duties and be willing to step in on an as-needed basis.
  • Ensures good faith estimates are provided to self-pay and out of network patients.
  • Identifies and maintains registration practice guidelines.
  • Enters patient demographic, and insurance information into the EHR.
  • Insurance verification within the EHR system and other websites.
  • Responsible for ensuring the collection of copays.
  • Ensures patient reschedule lists are completed in a timely manner.
  • Monitor the Well Child report and other quality care reports as assigned
  • Manages the referral specialists responsible for assembling information concerning patient’s clinical background and referral needs. Provides appropriate clinical information to referring providers, specialists, or health care facilities.
  • Manages patient portal requests.
• Monitor specific dashboards, work-ques, and in baskets to ensure productivity of teams
• Prepares the daily census
• Provides updates to existing policies and procedures as needed and proposes new policies.
• Recommends and participates in corrective action of staff.
• Communicates with staff routinely and effectively using all forms of communication.
• Provides feedback to staff and providers on scheduling concerns or errors.
• All other duties as assigned.

Qualifications

EDUCATION AND/OR EXPERIENCE:

• Minimum of 4 years working in healthcare with insurance and registration experience required.
• Minimum 3 years’ experience of data entry and receptionist experience or equivalent amount of formal training in a medical setting.
• Associate’s degree or equivalent, relevant work experience required. Bachelor’s degree preferred.
• Knowledge and proficiency in grammar and spelling skills.
• Ability to effectively communicate with others verbally and in writing.

 

OTHER SKILLS AND ABILITIES: