Job Description
Proposed Schedule: 40 hours per week. Shifts will vary based on the operating hours of the Health Center to include occasional evening and weekend coverage when needed. The Patient Services Leader is directly responsible for the daily leadership of Health Center patient services staff while embracing the Core Values of Quality, Appreciation, Creativity and Sustainability in pursuing the HHHN Mission and Vision. The Patient Services Leader will be responsible for holding their team members accountable for the delivery of an exceptional patient experience as measured by patient satisfaction surveys and patient feedback following the team-based care model. The Patient Services Leader will: lead the patient services staff to achieve annual Health Center and Network performance goals related to quality, compliance, and financial outcomes; recruit, train and retain qualified staff to maintain high service standards and deliver quality patient care; and support the implementation of a sustainable team-based care model. The Patient Services Leader will work closely with the Practice Leader and Nurse Leader on day-to-day problem solving within the Health Center, co-management of health center performance and implementation of key objectives. The Patient Services Leader will collaborate with Patient Service Leaders across the Network as everyone works toward a common set of goals and benchmarks for success. Promote and monitor patient satisfaction continuously; provide coaching when necessary and positive reinforcement; create and support a patient centric culture and lead by example Respond promptly to patient feedback and ensure the patient is 100% satisfied with the actions taken to improve patient experience; hold team members accountable Directly lead, manage, and hold the health Center patient services team members accountable Work with the Practice Leader and Nurse Leader to monitor and maintain staffing levels based on patient volumes Prepare staffing schedules (including time off requests) to ensure adequate staffing to meet the needs of the health Center Review all requests for time off, basing approvals on the needs of the Health Center Review and approve staff time in ADP and mileage in the Company Mileage system Identify needs for development of team skills and use available resources (i.e., Shared Services, Trainer, Human Resources) to meet those needs. In conjunction with the Practice Leader interview, onboard, and offboard team members Conduct regular performance reviews as per policy, providing meaningful and genuine feedback, and identifying areas for development If necessary, create improvement plans using established targets. Counsel, coach, and, in some cases, take disciplinary action Assist with the development and implementation of Network-wide Patient Services standards, workflows, policies, and procedures Ensure all staff are equipped with the tools and resources to be successful, including an understanding of EMR updates and changes Support the implementation of the HHHN team-based care model; a comprehensive approach to health care delivery targeting effective health management Continually monitor data and metrics and work toward established goals Work collaboratively with the entire Health Center staff to consistently deliver an optimal patient experience and high level of team satisfaction Adhere to and provide feedback on standard Health Center procedures Provide a consistent level of high-quality care and exceptional customer service while achieving productivity and efficiency targets Attend and actively participate in regular Health Center performance meetings Schedule, prepare agendas for and lead regular Health Center Patient Services staff meetings Participate in regional and/or Network-wide Patient Services leadership meetings Assume an active role in development and management of annual budget, review monthly reports and explain variances Serve on HHHN committees that support the Mission, Vision, and Core Values; participate with enthusiasm and engagement Perform additional duties and special projects as assigned Requirements: A.A.S. degree is a plus 3 to 5 years related patient services experience with at least 2 years of lead/supervisory experience, preferably in primary care-centric model Excellent verbal and written communication skills; ability to communicate effectively with care team members, patients, and external contacts Ability to serve as a mentor and role model Decisiveness and a willingness to take initiative and implement innovative solutions Ability to build and grow an engaged and productive team Strong organizational skills a