Patient Relations Manager

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about 2 years old

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EyeCare Partners is the nation’s leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists and 700 optometrists provides a lifetime of care to our patients with a mission to enhance vision, advance eye care and improve lives. Based in St. Louis, Missouri, over 650 ECP-affiliated practice locations provide care in 18 states and 80 markets, providing services that span the eye care continuum. For more information, visit www.eyecare-partners.com.

Position Overview:

The Patient Relations Manager is responsible for the daily management and daily operations of the Patient Relations and Referrals Teams, as well as delivering high standards of service to patients by making the most effective and efficient use of the Patient Relations Specialist and Referrals Teams and technology resources.  

 

Essential Duties and Responsibilities: The following are general responsibilities associated with the job and are listed in order of greatest to least amount of time spent on the duties. 

  • Assist in interviews, hire, train, coach, manage, maintain attendance records, performance reviews and provides corrective action for Patient Relations Supervisor and Patient Relations Specialist as required
  • Oversee all appointment scheduling activities within the Contact Center; ensure that clinics are scheduled according to protocol and clinic schedules are set in collaboration with provider schedules and preferences
  • Maintains and continuously develops a firm understanding of clinic operations and procedures to provide exceptional service levels to the clinics the department supports
  • Directly manages and guides team supervisors to effectively create and maintain the department staffing schedule for the Patient Relations and Referrals teams, while ensuring staffing budgets are upheld as outlined by the Director of Patient Relations
  • Develop, implement, guide, evaluate and adjust work processes to maximize efficiency and effectiveness within the Patient Relations and Referrals teams
  • Monitor calls, call reports, and down time duties for Patient Relations Supervisor, Patient Relations Specialists, Referrals Supervisor, and Referrals Specialists to ensure workload demands are handled efficiently and effectively 
  • Act as a resource and remain available and approachable for questions, assistance, and concerns via email, telephone and in person 
  • Handle calls from patients who wish to speak to a Patient Relations Manager with regards to scheduling, concerns and the EMR system. 
  • Leads by example by demonstrating operational aptitude and willingness to assist the team in day-to-day operations, training, feedback, issues resolution, and general support. Answer phone calls and processes referrals as needed 
  • Manages Contact Center training of new Patient Relations Supervisors and Specialists via the Contact Center Trainer
  • Provide helpful feedback and positive communication while measuring performance to motivate Patient Relations Specialists and Patient Relations Supervisors and promote a healthy work environment
  • Work closely with and communicate regularly with other managers and supervisors to create cohesion, positive work relations and efficiency between the different departments and sites
  • Investigate and review patient, employee and manager complaints and counsel and/or take corrective action as needed
  • Coordinate and facilitate regular team meetings with Patient Relations Specialists, Patient Relations Supervisors, and the Director of Patient Relations
  • Communicate any company policy and procedure changes to Patient Relations Specialists and Patient Relations Supervisors.
  • Communicate preferences and procedures of physicians and keep Patient Relations Specialists and Patient Relations Supervisors up to date on changes to preferences and procedures
  • Lead the development and sustainment of positive working relationship with practice physicians, extended team, patients, and other healthcare professionals 
  • Maintain a high level of confidentiality and ethical behavior
  • Perform other duties as assigned by the Director of Patient Relations
  • Regular and recurrent predictable attendance is expected.
  • Maintains the following KPI’s for the Patient Relations and Referrals Teams:
    • Incoming referral productivity: 23 referrals per day (team average)
    • Average Referral request turnaround: ≤ 1 day (team average)
    • Patient Satisfaction Rate: 4.0NPS (team average)
    • Answer calls and (other communication platforms) 1 minute 85% (team average)
    • Call Quality Audits: 80% (team average)
    • Scheduling Accuracy: 80% (team average)
    • Referrals Accuracy: 80% (team average)
    • Call Abandonment Rate: >30 Seconds
    • Longest queue time: ≤ 2 Minutes (team average)
  • Average Occupancy Rate: Occupancy Rate: 80% (team average)
  • Appointment Scheduled Productivity: 76 appointments per day
  • Triage Calls Productivity: ≥ 50 calls per day (team average)
  • Live Chat Productivity: ≥ 45 chats per day (team average)
  • Live Answer Productivity: ≥ 500 calls per day (team average)

 

Job may require other duties as assigned.

Education and Experience: The minimum level of education and experience required to perform the job at a satisfactory level.

  • Associates degree in Business Administration or related field
  • 2 to 4 years of medical office experience preferred.

  • 3 years of management experience, preferred
  • A combination of experience in Windows Operating System and Microsoft Office

Knowledge, Skills, and Abilities: The minimum level of knowledge, skills, and abilities to perform the job at a satisfactory level.

  • Demonstrates understanding of business and how actions contribute to company performance.
  • Demonstrates excellent customer service skills
  • Extensive knowledge of EMR software and Microsoft Office skills
  • Professional verbal and written communication skills.
  • Ability to handle multiple tasks with excellent problem-solving skills.
  • Ability to follow and provide oral and written instructions to a large team
  • Well organized with the ability to maintain accuracy and confidentiality.

Decision Making: Common decisions made in the job and the level of review or autonomy needed to finalize such decisions. 

  • HIPAA compliance and Meaningful Use
  • May make recommendations, create, and/or draft policies associated with the job’s purpose and essential responsibilities.  

Work Environment: Environmental or atmospheric conditions commonly associated with the performance of the functions of this job. 

  • General office conditions
  • Able to work in a remote environment while performing required duties and remaining patient focused
  • Ability to work varying shifts including early mornings/evenings and/or weekends to attend meetings and cross training or support other initiatives

Physical Requirements: Activities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

  • While performing the duties of this job, the employee is regularly required to stand and walk and sometimes sit; use hands to type, handle, or feel objects or controls; reach with hands and arms; and talk or hear.  
  • Regular attendance is a necessary and essential function. 

 

If you need assistance with this application, please contact (636) 227-2600

EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

 

Please do not contact the office directly – only resumes submitted through this website will be considered.