Manager, Patient Services (H)

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The University of Miami/UHealth Department of Neurological Surgery has an exciting opportunity for a full time, hybrid Manager, Patient Services to work in Miami, FL. The Manager, Patient Services, coordinates necessary arrangements for patients. Liaison between referral sources, patients, hospitals and physicians for assistance with health care needs. Assures that medical services are coordinated in a timely, accurate and courteous manner according to established guidelines.

CORE JOB FUNCTIONS

1. Serves as primary coordinator for patient services.

2. Schedules appointments, registers patients, and verifies insurance coverage.

3. Escorts patients through all phases of the treatment process.

4. Communicates patient and visitor rights and responsibilities to patients, families, and staff.

5. Interacts with peers, practitioners, administrators, and other customers in a manner that represents the health system in a positive light.

6. Maintains communication with patients regarding follow-up appointments, anticipates additional needs, and educates patients on services.

7. Liaises between the Office of Patient Advocacy, clinic staff, and other departments to expedite appointments.

8. Assists with the management of the hospital’s “high sensitivity” patients.

9. Works closely with patient advocates in identifying areas of opportunities for process improvement, and collaborates with department leaders, practitioners, and staff to improve patient safety and satisfaction.

10. Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. Ensures employees are trained on controls within the function and on University policy and procedures.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

DEPARTMENT SPECIFIC JOB SUMMARY                                                                                                                                                                              

• The Manager, Patient Services is responsible for overseeing the daily operations of the Neurosurgery CA/Front desk team to ensure efficient patient access, exceptional customer service, and operational excellence.

• This position provides leadership and oversight of the Front Desk/Clinical Assistant team, the department's NICE system, operational reporting and analytics, and patient experience initiatives. The Manager collaborates with clinical and administrative leadership, and support teams to optimize workflows, improve patient access, enhance operational performance, and ensure the delivery of a high-quality, patient-centered experience.

DEPARTMENT SPECIFIC JOB FUNCTIONS                                                                        

1.    Manages the daily operations, performance, and staffing of the Front Desk/Clinical Assistant (CA) team. 
2.     Supervises, coaches, trains, and evaluates Front Desk/CA staff to ensure exceptional patient service and operational efficiency. 
3.    Oversees the department's NICE system, including call routing, queue management, reporting and performance monitoring. 
4.    Oversees patient experience initiatives, including service recovery and process improvement efforts to enhance patient satisfaction. 
5.    Collaborates with departmental leadership to improve workflows, patient access, and operational effectiveness. 
6.    Ensures compliance with departmental policies, procedures, and organizational standards. 
7.    Performs other duties as assigned

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

DEPARTMENT PREFERRED QUALIFICATIONS                                                                 

Education:

Bachelor's degree preferred.

Relevant healthcare leadership experience may be substituted for formal education

Experience:

Five (5) years of healthcare, patient services, or healthcare operations experience required

Knowledge, Skills and Abilities:

• Knowledge of healthcare operations, patient services, and patient access workflows.

• Ability to provide day-to-day leadership, training, mentoring, and guidance to staff in a lead capacity.

• Strong communication, organizational, and interpersonal skills.

• Strong problem-solving and critical thinking skills.

• Proficiency in Microsoft Office Suite, electronic health records (EHR), and other healthcare information systems.

• Ability to work collaboratively with physicians, staff, and leadership while delivering excellent customer service.

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The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status:

Full time

Employee Type:

Staff