Patient Services Director

Patient Services Director

Are you looking for an opportunity to do amazing work helping others? You've come to the right place. Let's make a difference! Primary Health Care (PHC) was founded in 1981 by Dr. Bery Engebretsen in Des Moines, IA. Our mission has remained unchanged since that time, to provide healthcare and supportive services to all, regardless of insurance, immigration status, or ability to pay. Based on the needs of the communities we serve, PHC offers a spectrum of medical and dental services including family practice, behavioral health, HIV care and services, and pharmacy. PHC's Homeless Support Services is the entry point for serving people experiencing homelessness in Polk County. Enabling services are available to help patients with benefits enrollment, case management, transportation, translation, and patient education. We currently have locations in Ames, Des Moines, & Marshalltown.

As a Patient Services Director, you will manage the beginning phases of PHC's revenue cycle. The PSD collaborates with clinics, Revenue Cycle Director and billing team, and HIT personnel to ensure efficient processes and workflows that maximize revenue. PSD is responsible for training development (including train-the-trainer models for Clinic Directors), and training deployment for new Patient Access Representatives, Patient Services Specialists, and Call Center Representatives on registration and benefit enrollment activities. PSD creates and enforces workflows to ensure maximum patient collections and minimization of registration related claims denials. Demonstrates iCare values in daily work.

What You Will Do :

Oversees the first step in the Revenue Cycle : patient registration, copay collection, and benefits assignment.

Builds workflows and processes to ensure accuracy and efficient customer service at the front desk.

Builds metrics and key performance indicators to support efficient and effective registration and benefits enrollment. Monitors metrics and KPIs. Supports Clinic Directors in efforts to meet and exceed established metrics and KPIs.

Works closely with Clinic Directors to assure that front office functions are fully integrated and aligned with the overall goals of the organization. Fosters a service-oriented environment.

Builds an effective training program that equips front office staff for accurate registration and insurance enrollment. Collaborates with Training Manager to ensure that training program is integrated and consistent with the overall organization training program and methodology.

Provides training to Clinic Directors and new front office staff. Supports Clinic Directors as needed with training for existing staff.

Builds an audit process to ensure staff are accurately following established workflows. Conducts regular audits and collaborates with Clinic Directors to address audit results.

Builds and maintains customer service expectations during the registration process.

Maintains knowledge of current health benefit options and practices, Medicaid, Medicare, Commercial Insurance, sliding fee discount program, and outreach along with enrollment activities to ensure patients receive appropriate assistance in applying for health benefits and access to care.

Manages Insurance Marketplace outreach and enrollment activities, monitoring the insurance landscape. Serves as PHC's primary contact for the Senior Health Insurance Information Program (SHIIP). Serves as liaison to external insurance and managed care organizations.

Provides direct support to Clinic Directors related to their responsibilities for accurate registration, benefits enrollment, and patient collections.

Performs other duties as assigned.

Qualifications You Need to Bring :

Required :

Bachelors degree in health care administration or business administration or equivalent combination of education and experience

Minimum of 3 years of experience in revenue cycle and / or operations in either a medical or dental clinic, benefit administration either directly with patients or in billing, or customer service relations.

Minimum of 2 years leadership, supervisory, and / or training experience.

Experience working with and knowledge of health benefit options, associated regulations and local entitlement programs.

Experience working with and knowledge of revenue systems and software.

Leadership and supervisory skills with ability to coach, provide effective feedback and foster team engagement.

Organization, prioritization and time management skills with ability to work effectively under minimal supervision

Detail oriented with high degree of accuracy.

Excellent interpersonal skills with ability to establish and maintain effective working relationships.

Excellent verbal and written communication skills.

Demonstrates professionalism with ability to maintain composure in all situations.

Basic computer skills with proficiency using Microsoft Office products, database programs and systems.

Licenses & Certifications : Valid driver's license.

Preferred :

Bachelor's degree in health care administration, business, public health or related field or equivalent combination of education and experience.

Minimum of five years of experience in revenue cycle and / or client operations in either a medical or dental clinic, benefit administration either directly with patients or in billing, and customer service relations.

SHIIP Certification preferred.

Bilingual, verbal and written language proficiency; English / Spanish preferred.

Community Health Center experience.

Knowledge of accounts payable and cash collections.

Supervisory experience preferred.

Experience with electronic medical records.

We Take Care of Our People

Your experience and skills determine your base pay. The hiring range for this position is typically $63,600 - $79,500 annually. Candidates with extensive work experience related to this position may be considered for additional compensation up to the pay grade maximum of $95,400 annually. PHC also offers a comprehensive benefits package, including :

Generous PTO accrual (equal to 5 weeks at end of 1st year) plus paid holidays

License / certification fee reimbursement

Paid time off for continuing education & continuing education reimbursement

Tuition reimbursement program

401k with company match

Medical, Dental, & Vision

Life & disability insurance

Flexible spending & health savings accounts

Supplemental accident & critical illness insurance

Discounts on pet insurance