Infusion Patient Services Manager

Job Type

Full-time

Description

We are seeking a dynamic and experienced Patient Services Manager with infusion therapy expertise to lead and grow a high-performing team of Patient Service Representatives. This role is crucial in delivering a seamless, compassionate, and high-quality patient experience across all touchpoints-from scheduling to post-treatment support.

The Patient Services Manager will oversee daily team operations, manage escalated patient concerns, ensure compliance with HIPAA and healthcare regulations, and drive continuous improvement through data analysis and process optimization. This is a leadership opportunity for a healthcare professional with a strong background in infusion operations, specialty pharmacy, and healthcare customer service.

Medix Infusion is a technology-driven healthcare platform dedicated to enhancing patient care and access to infusion therapies. We specialize in disease management and infusion pharmacy services for chronic an`d acutely ill patients, especially those in underserved communities. We offer personalized home and in-suite infusion therapies, ensuring convenience and comfort. Our expert team provides a comprehensive range of treatments, including anti-infectives, biologics, IVIG, and other injectables, making each patient's journey as smooth as possible.

Key Responsibilities :

• Lead, mentor, and coach a team of Patient Service Representatives managing patient interactions across phone, email, and digital platforms.
• Oversee all front-end patient service processes related to infusion therapy, including scheduling, benefits verification, billing inquiries, and coordination with clinical teams.
• Ensure all team members are trained in infusion-specific terminology, treatment protocols, and regulatory compliance (HIPAA, CMS, etc.).
• Resolve escalated patient concerns with professionalism, empathy, and urgency, particularly those related to treatment access or coordination.
• Monitor team KPIs (e.g., patient satisfaction, inquiry resolution rates, call quality), analyze performance trends, and implement strategies for improvement.
• Serve as the subject matter expert on infusion therapy workflows, payer policies, and patient engagement best practices.
• Collaborate with Intake, Clinical, Billing, and Operations departments to resolve issues that may impact the patient journey.
• Support staff onboarding, continuing education, and team development focused on quality, service excellence, and efficiency.
• Ensure service levels align with Medix Infusion's patient-first mission and uphold a consistent, caring experience.

Qualifications and Skills :

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee may be required to frequently stand, walk, sit, bend, twist, talk, and hear. There may be prolonged periods of sitting, keyboarding, and reading. The employee must occasionally lift and / or move up to 30 pounds. Specific vision abilities required by this job include reading, distance, computer, and color vision. Talking and hearing are essential to communicate with patients, vendors, and staff.

Why Join Us?

Medix Infusion offers a dynamic work environment, opportunities for professional growth, rewarding career challenges, and competitive compensation. We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law.

Medix Infusion will only employ individuals who are legally authorized to work in the United States. Any offer of employment is conditioned upon the successful completion of pre-employment screenings.