Patient Services Manager

For more than 20 years, BioTAB Healthcare, LLC has supported patients with lymphatic, wound, and circulatory disorders through proven treatment solutions. Headquartered in Missouri, we provide pneumatic compression devices and personalized service to help improve patient outcomes and quality of life. As a family-owned company, we take pride in delivering expert care with a personal touch service.

The Patient Services Manager for BioTAB Healthcare is a key role that involves managing the process and operations teams who provide World Class service to patients, healthcare professionals and our sales division. This role, reporting to our Director, will include management of both people and processes, with an emphasis on process execution and quality control. 

Key Responsibilities

1. Patient Intake: Receiving and processing new patient referrals, gathering necessary demographic, medical, and insurance information. This will require outbound and inbound professional communications, interface with BPO partners and quality control measures.
2. Insurance Verification: Verifying patient insurance coverage and benefits for DME services. 
3. Coordination: Collaborating with healthcare professionals, such as physicians and nurses, to develop and implement care plans. 
4. Communication: Maintaining clear and effective communication with patients, families, and other healthcare team members. 
5. Record Management: Ensuring accurate and timely documentation of all intake activities and patient information in the agency's system. 
6. Compliance: Adhering to all relevant regulations and agency policies regarding patient intake and data management, including but not limited to: CMS, Healthcare Accreditation, OFCCP guidelines related to our Quality Management System, documentation and process creation and training.
7. Management of People: Overseeing the intake team, including hiring, training, and performance management, timecards, absence and metrics dissemination, overtime.

Essential Skills

• Strong communication and interpersonal skills: To interact effectively with patients, families, and healthcare professionals,  both written and verbal.
• Excellent organizational and time management skills: To manage a high volume of referrals and ensure timely processing of information. 
• Attention to detail: To ensure accuracy in patient records and insurance information. 
• Critical Thinking: Especially in high pressure situations.
• Knowledge of healthcare regulations and insurance processes: To navigate the complexities of DME care. 
• Problem-solving skills: To address any issues or challenges that may arise during the intake process. 

Required Skills & Abilities

• High School or equivalent required, associates/bachelor’s degree preferred.
• 1+ years of experience in healthcare operations, customer service, or similar role or setting preferred.
• Must be able to use SalesForce or Epic, fax, email, GSuite or Office, in/outbound calls with appropriate grammar, spelling and punctuation. 
• Comfortable handling sensitive and confidential Information (HIPAA).
• Supervises others while maintaining their own workload, holding others accountable
• Adaptable to changes in policies and workflow.
• Advanced skills in reviewing medical documentation, specifically looking for criteria per medical policy.
• Experience preferred in DME, outpatient offices and/or Insurance benefits and authorizations; but not required.

Job Requirements & Physical Demands

• Must be able to lift 40 pounds, must be able to lift 40 pounds from the floor and lift to waist level.
• Must be able to kneel, stoop, climb stairs and reach with hands and arms.
• Reliable work transportation.
• Candidates must pass an extensive background check.
• Strict adherence to HIPAA, Medicare Fraud, Waste, and Abuse and privacy regulations in all patient interactions.

This job description outlines essential duties but is not exhaustive. Employees may be assigned other tasks. All duties are subject to modification for disability accommodation. Successful performance requires specific skills and abilities. This document sets minimum requirements and does not imply an employment contract. The company is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.