Practice Leader - Patient Services
We are looking for a Patient services leader with at least 15+ years of experience in Pharma and Healthcare Patient Services:
A "Patient Services Practice Leader" is a healthcare management role responsible for overseeing the day-to-day operations of a patient services team within a medical practice, ensuring smooth patient flow, high-quality customer service, and efficient administrative functions by leading, coaching, and managing a team of patient service representatives while adhering to practice policies and compliance standards; they often focus on optimizing patient experience, managing scheduling, billing, and insurance verification processes, and driving operational efficiency within the front office.
- In depth knowledge of client’s business and processes, work as a conduit for knowledge transfer within client
Key Responsibilities:
- Team Leadership:
- Supervise and mentor patient service representatives, including hiring, training, performance evaluations, and coaching to maintain high standards of patient care.
- Delegate tasks effectively, manage staff schedules, and address performance issues as needed.
- Foster a positive team culture focused on patient satisfaction and collaboration.
- Patient Experience Management:
- Monitor patient satisfaction levels and implement strategies to improve patient interactions and resolve concerns.
- Ensure efficient patient registration, check-in, and check-out processes.
- Train staff on patient-centered communication and service standards.
- Operational Efficiency:
- Oversee appointment scheduling, including managing cancellations, no-shows, and optimizing provider schedules.
- Monitor and manage patient flow to minimize wait times and optimize practice efficiency.
- Implement and maintain streamlined processes for insurance verification, billing, and collections.
- Compliance and Quality Assurance:
- Ensure adherence to HIPAA regulations and other healthcare compliance standards regarding patient data privacy.
- Monitor quality metrics related to patient service, such as appointment accuracy, registration completeness, and billing accuracy.
- Identify areas for improvement and implement corrective actions.
- Financial Management:
- Analyze practice data to identify trends and opportunities for revenue optimization.
- Collaborate with billing staff to ensure timely and accurate billing practices.
- Monitor patient account balances and implement strategies to manage outstanding debt.
Required Skills and Qualifications:
Knowledge of pharma domain, Commercial Pharmaceutical data sets (IQVIA LAAD, IQVIA PlanTrak, MMIT, PBM, DDD Sales) and additionally Value & access / managed markets experience is required.
-Deep understanding of Market Access analytics, Coverage and pricing Analytics & Pull through analysis with a track record of delivering impactful insights, excellent communication and presentation skills to effectively convey analytical findings to stakeholders and show strong problem-solving abilities and attention to detail.
- Strong leadership and supervisory experience:
Proven ability to lead and motivate a team in a customer service-oriented environment.
- Healthcare administrative knowledge:
Understanding of medical billing codes, insurance verification, and healthcare regulations.
- Excellent communication skills:
Ability to effectively communicate with patients, providers, and staff, both verbally and in writing.
- Customer service expertise:
Proven track record of delivering exceptional customer service and resolving patient concerns.
- Technical proficiency:
Familiarity with electronic health records (EHR) systems and practice management software.
- Analytical skills:
Ability to analyze data to identify trends and make informed decisions regarding practice operations.
Education and Experience:
- Bachelor's degree in healthcare administration, business administration, or a related field preferred.
- Several years of experience in a healthcare front office setting, ideally with leadership responsibilities.