Patient Care Manager

Position Summary

The Patient Care Manager manages the administrative functions of the clinic operations as well as ensures excellent customer services to all patients of Mary's Center. Principal responsibilities are managing the clinic's front desk operations including the reception staff, referrals department, medical records assistants, and patient navigators. This position is ideal for a strategic leader who is willing to lead the agency accountability and reporting functions on patient access to care, while enjoying hands on involvement as well as daily interactions with patients of Mary's Center.

Reportability

This position will report directly to the Sr. Regional Director of Operations. This position will manage/supervise a team of Patient Care Navigators at their homesite.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Supervises Patient Care Navigators.
• Accountable for the successful implementation and management of all front line/reception services at Mary's Center.
• Works collaboratively with the Sr. Regional Director of Operations and direct reports in the areas of program development and strategic planning to ensure efficient patient access to services within the organization.
• Oversees the patient registration services by planning, assigning, and reviewing the work of all staff/subordinate employees engaged in collecting/retrieving patient data and collecting patient's payments.
• Makes recommendations regarding hiring, discipline, and promotion of subordinates; authorizes leave and overtime; evaluates and rates employee performance.
• Updates and maintains revisions of policies and procedures in coordination with the Sr. Regional Director of Operations, Medical Director, and Nurse Manager.
• Establishes plans and work strategies to ensure the delivery of quality customer services to all patients in care at Mary's Center.
• In collaboration with the Sr. Regional Director of Operations, works to resolve all patients' complaints and issues.
• Assists in the development and follows established policies and guidelines for making and processing referrals.
• Assists with patient education projects according to patient/department needs.
• Facilitates a positive and efficient office environment by setting an example for staff in modeling professional performance and conduct.
• Manages patient data collection systems.
• Ensures that staff always practices good phone etiquette.
• Assesses departmental needs for equipment and confers with the IT Department and the Sr. Regional Director of Operations.
• Attends meetings and trainings required to keep up to date regarding clinical and agency issues.
• Participates in programmatic continuous quality improvement activities.
• Serves as a liaison between the clients and the medical/service providers.
• Contributes to the overall positive climate of the organization.
• Performs other duties as assigned by immediate supervisor.
• Coordinates and supervises the cross-training of new staff across the different duties of a Patient Care Navigator, such as registration, medical records and referrals in collaboration with the PCN Lead.

Qualifications

The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills & Abilities

• Minimum of High School Diploma or GED Equivalent.
• 3+ years' experience in related job function required.
• Must be knowledgeable of DC public entitlement programs.
• Considerable knowledge of the criteria for determining what patient information can be released.
• Knowledge of records retention schedules pertaining to patient medical records.
• Knowledge of supervisory principles and practice.
• Ability to master Mary's Center patient practice management systems.
• Ability to prepare reports using data from the practice management systems.
• Ability to extract and collate complex technical statistical data using computer equipment.

Language Requirement - Must have the ability to communicate effectively in English and Spanish as used by participants.

Physical Demands - Regularly required to sit; frequently required to reach with hands and arms, walk, stoop, kneel, crouch, talk or hear; must be able to lift objects up to twenty-five (25) pounds.

Work Environment - Mostly in a typical office or clinic setting with quiet to moderate noise level. May be exposed to extreme cold, heat, and humidity due to outside weather conditions. Opportunity to work a hybrid schedule - remotely & onsite, as needed.

Benefits:

• Competitive benefits package, including medical, dental & vision insurance, plus retirement options
• 25 days of paid time off (PTO) annually, in addition to 10 paid holidays, plus educational days to attend training and conferences
• CME/License renewals
• $2000/year educational reimbursement to attend training and conferences
• NHSC/HRSA loan repayment options, if applicable
• WMATA metro/bus subsidy