Patient Service Manager

2 months ago


Riyadh, Saudi Arabia National Blood and Cancer Center Full time
Responsibilities include, but are not limited to:
  • Ensure that our patient direct staff provide consistent, superior customer service.
  • Build and maintain a positive working environment that attracts and retains high-quality patient service staff.
  • Ensure that patients’ questions and issues are resolved properly and quickly.
  • Instruct patients via telecommunication and web media based instruction in the proper set-up and use of diagnostic and titration devices.
  • Provide guidance to staff in dispensing diagnostic and titration devices according to the standard operating procedures
  • Meets patient service financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Produce operational reports and conduct frequent quality assurance audits of Patient
  • Service Centers, including call center and Ongoing Care staff.
  • Troubleshooting patient questions regarding OSA diagnosis, treatment and devices.
  • Monitor service calls to assess employee demeanor, accuracy of information, and conformity to company policies. Answers questions and recommends corrective action.
  • Report, analyze and resolve system, patient and operational issues that impact service quality. Strive to provide all patients with an outstanding experience.
  • Providing guidance to Patient Service Center employees regarding best practice telecommunication and web media patient care processes.
  • Assisting in quarterly and annual inventory audits
  • Assess department needs and manage the development of the department policies and standard operating procedures.
 
Requirements:
  • People person with team focus and commitment to core values, College Degree required, Master’s preferred Minimum of 3-5 years' experience as a manager in a healthcare patient service center required.
  • Experience in a high-volume call center setting highly preferred. 
  • Excellent computer experience required. Proficiency with Microsoft Office Suite (Outlook, Excel and Word) a must; Brightree knowledge a plus. Proven ability to anticipate business issues and visualize the company's long-term goals is essential.
  • Creative self-starter who is able to effectively communicate and collaborate across all levels on an organization.
  • Familiarity with web applications, billing systems, electronic medical record systems, and patient portals a strong plus.
  • Experience mentoring, training, or supervising others with knowledge/experience of medical terminology, patient billing, healthcare insurance and/or healthcare administration is a strong plus.
  • Demonstrated customer service focus and commitment to CQI.
  • Strong written and verbal communication skills with ability to provide leadership on patient service and achieving key performance indicators (KPIs).
  • Ability to work quickly and multi-task essential.
  • Ability to work independently with little supervision required.


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