Patient Services Operations Manager

The Patient Services Operations Manager provides strategic and operational leadership for Patient Services Representatives (PSR) and Patient Services Representatives - Lead across multiple clinical sites. In partnership with Clinic Administrators of assigned sites, this role oversees all front office operations and direct leadership of assigned staff, including day-to-day oversight of clinic schedules to meet patient access needs. The Manager is responsible for optimizing patient care delivery and supporting a positive staff experience. As a key member of the operations leadership team, this role partners with site leaders, clinical teams, and centralized departments to drive workforce development, operational excellence, and a culture of safety, accountability, and continuous improvement.  

People Leadership (50%):

• →Provide direct supervision, coaching, and professional development for a regional team of 10–25 PSR, including PSR Leads. 
• →Lead recruitment, onboarding, training, evaluations, and corrective actions with HR and site leaders; coordinate and support onboarding and performance of staff including float pool staff and volunteers at assigned clinics. 
• →Conduct regular 1:1 meetings to support staff growth, retention, and performance. 
• →Foster a high-trust, inclusive work environment that encourages open dialogue, collaboration, and innovation. 
• →Monitor and adjust staffing and FTE levels across clinics based on operational needs, including same-day coverage coordination and long-term staffing planning. Collaborate with Clinic Administrators on scheduling, timekeeping, and workforce planning. 
• →Ensure direct reports complete required training, competencies, and documentation. 
• →Facilitate training and support staff in pursuing advanced skills and leadership pathways. 
• →Lead and/or facilitate staff and team meetings, including but not limited to creating agenda, tracking deliverables and minutes. 

Operations Management (50%): 

• →Participate in organizational planning and policies or procedure development with central Operations team and leadership. 
• →Implement and monitor standardized workflows for all Patient Services front office operations, ensuring alignment with organizational standards and regulatory requirements. 
• →Monitor and adjust staffing across clinics based on operational needs, including schedule creation, same-day coverage coordination, and long-term planning. 
• →Ensure compliance with cash handling procedures and complete daily reconciliation. 
• →Complete required Front Office process and financial reports in a timely manner. 
• →Develop training materials and tools for staff. Conduct monthly Revenue Cycle Front Office operations training for new and current staff, in partnership with Director of Revenue Cycle and peer leaders. 
• →Use data and feedback to identify process improvement opportunities. Lead and/or support implementation of solutions to improve patient services operations efficiency, patient access, and clinical quality. 
• →Work with assigned clinic Lead teams to plan for long-term patient and staff needs, resources, and process improvements. 
• →Support resolution of patient issues and/or complaints in a timely manner. Escalating to site leadership, as needed, to ensure effective outcomes. 
• →Champion a culture of equity, safety, and continuous improvement that aligns with Neighborcare’s mission and core values. 
• →Partner with assigned clinic site lead team during annual budgeting. 

• Knowledge of HIPAA and confidentiality regulations as they apply to patient and staff information 
• Knowledge of electronic medical records (Epic preferred), including navigation, task management, and basic reporting 
• Knowledge of principles of standardized clinical workflows and performance improvement 
• Knowledge of culturally responsive practices and an understanding of how identity (race, ethnicity, gender, etc.) intersects with patient and staff experience 
• Intermediate knowledge of front office operations, including patient check-in, registration, and point-of-service collections 
• Intermediate knowledge of insurance reimbursement processes, including eligibility verification and authorization workflows. 
• Knowledge of customer service principles, including service recovery techniques for resolving patient and staff concerns professionally and empathetically 

• Ability to maintain confidentiality and comply with HIPAA and privacy regulations 
• Ability to supervise, coach, and support development for large or dispersed teams (10–25 staff) 
• Ability to lead and manage through change, including the implementation of standardized workflows 
• Ability to de-escalate concerns, resolve issues, and maintain professionalism in high-pressure situations 
• Ability to assess, prioritize, and respond to competing operational needs in a fast-paced, high-pressure clinical environment 
• Ability to navigate interpersonal and performance-related concerns with empathy, discretion, and professionalism 
• Ability to work effectively with individuals from diverse backgrounds, including across racial, ethnic, cultural, gender identity, and socioeconomic lines 
• Ability to adapt and remain resilient in response to staffing fluctuations, evolving priorities, and process changes 
• Ability to work evenings and weekends, as needed 

• Electronic medical record experience. Experience with Epic preferred. 
• Experience supervising across multiple clinic locations or service lines 

• AA Degree or equivalent; or high school diploma or GED
• 2 years of leadership in a professional setting 

• Bachelor’s Degree
• 2 years of leadership experience in medical or dental clinic, specifically overseeing one or more of the following functions: patient check-in, patient scheduling

The full job description is available upon request